Usability Evaluation of Main Function on Three Mobile Banking Application

Abstract

E-banking or electronic banking is used to facilitate the bank customers when conducting financial transaction in easy and convinient way. As one of the e-banking form, Mobile banking (m-banking) is a banking service that allows its customers to conduct financial transactions in real time using mobile devices such as smartphones or tablets. Although there is an increasing number of mobile banking service users every year in Indonesia, the utilization of the actual mobile banking apps is still very low compared to other country in Asia. One of the problems that is often encountered by mobile banking's customers is the aspect of trust that can be influenced by interface and usability of mobile banking applications. Therefore, in order to achieve effective interaction between human-computers with minimal effort, various aspects of usability need to be the main focus in developing an application to support the effectiveness of human-computer interaction so that the initial goal of creating mobile banking to facilitate customer banking transactions can be achieved. Using four criteria of usability mesurement set by ISO, this research aim to evaluate three m-banking application from the largest bank in Indonesia which are Mandiri Mobile, BNI Mobile, and BCA Mobile. Evaluation and analysis from this research shows that BNI Mobile has the best usability among the other two application. Overall, the three mobile banking have quite good usability although there are still several aspects that need to be improved.