A Usability Evaluation of Mobile Banking Applications in Nigeria

Abstract

Mobile banking (M-banking) application is one of the emerging trends of mobile commerce application. M-banking application allows the customers to perform their transactions at their own convenience, but usability issues are the major problem faced by the m-banking applications and there is less research for comparing usability issues based on users age, gender, qualification and experience. The objectives of this study are to identify the usability issues and the level of differences among the m-banking users on age, gender, qualification and experience. This study employed the use of quantitative approach using online questionnaire with a total number of one hundred and fifty (150) respondents. The finding of this study indicates that all the three banks have usability issues on privacy and reliability of m-banking application interface. This study also reveals that the male users have less usability issues than female, the younger and the middle aged also have few usability issues than the old aged, for qualification of the users with lower qualification, they have more usability issues than those who have higher qualification. While in years of experience using the mobile, the result shows that there are not much usability issues for the whole category of years.