The Impact of User Demographics on the Perceived Satisfaction and Comfort of use of M-Banking App
Emmanuel O.C. Mkpojiogu1, Nor Laily Hashim2, Azham Hussain3, Kian Lam Tan4
1Emmanuel O.C. Mkpojiogu, Department of Computer and Information Technology, Utara University Malaysia, Sintok, Malaysia, Veritas University, Abuja, Nigeria.
2Nor Laily Hashim, School of Computing, Utara University Malaysia Sintok, Malaysia.
3Azham Hussain, School of Computing, Utara University Malaysia, Sintok, Malaysia.
4Kianc Lam Tan, Department of Art, Computing & Creative Industry, Sultan Idris Education University, Perak, Malaysia.
Manuscript received on 18 June 2019 | Revised Manuscript received on 25 June 2019 | Manuscript Published on 19 June 2019 | PP: 460-466 | Volume-8 Issue-8S June 2019 | Retrieval Number: H10790688S19/19©BEIESP
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open-access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: One of the most trending and current technological innovations in mobile commerce today is mobile banking or m-banking for short. Notably, the ever growing market for mobile phone have led to a consequent parallel mounting opportunities for the growth and saturation of m-banking enterprises with lots of accruing business dividends following. This notwithstanding, the m-banking apps’ usage context presents pronounced challenges particularly with regard to usability in mobile context and to the apps acceptability and comfort in use. The uniqueness features of mobile phones such as non-traditional input method, limited memory space and battery life, smallness of screen size among others, make usability very complex, hard and difficult and thus, negatively impacting users’ perceived satisfaction, enjoyment, comfort of use and usability of the m-banking apps’ interfaces. In the design, service and evaluation of mobile phones, usability is counted as a central issue. This is because users access and use a range of functions and features in an app through the obviously limited user interface regularly whilst they are on the move (or busy doing other activities). These usability challenges by implication have effect on the users’ perceived satisfaction and the comfort of use of these apps. This paper reports on a study of comfort-of-use and perceived satisfaction for three banks in Nigeria by users of m-banking apps. In the study, the effect or influence of user demographics such as age, experience, education and gender, on the users’ comfort of use and on their perception of satisfaction about the usability of m-banking apps were assessed and evaluated. The study was triggered because of the scarcity of studies related to this very important domain. This study’s data was captured online via an online-based survey. The study’s outcome reveals that these demographics have significant impact on the comfort of use and the perceived satisfaction and usability of m-banking apps. These results will ultimately assist banks in improving on their m-banking apps so as to capture, sustain, and enhance their customers’ loyalty and patronage and improve their revenue standing, return on investment and overall competitive advantage.
Keywords: Application Usability, Mobile Banking, User Satisfaction.
Scope of the Article: IoT Application and Communication Protocol