Usability Evaluation of Digital Banking and Fintech Applications in Malaysia


Ezzeldin Mohamed, Nadin Hossam Youssef and Wong, Chee Onn (2022) Usability Evaluation of Digital Banking and Fintech Applications in Malaysia. In: Creative Multimedia Postgraduate Research Colloquium, 14 July 2022, Multimedia University, Malaysia.

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There has been an undeniable rapid rise, motivated by a global pandemic that froze physical banks for a considerable while, in mobile banking and financial tech applications (fintech apps) usage over the past three years in Malaysia. Mobile phones have become the top technologies critical to performance, with the most revenue impact (beating technologies like Artificial Intelligence, Cloud, and Advanced Analytics), and mobile banking transactions have surged more than double from 2019 to 2020. However, despite the corporal shift from digital first to mobile first, internet banking remains the leading digital payment method over newer, more mobile, advanced banking methods like fintech and mobile banking. Although mobile phones have become game changers in the financial industry, internet banking remains as the most prominent in transactional value and volume, posing the question ‘why are mobile banking and fintech apps adopted less to this day?’ Moreover, there is a little amount of research that looks into and evaluates the usability of existing fintech apps, hence creating a research gap that is the bridge to connecting even more with online banking users through a possible further frictionless user experience with fintech and mobile banking. This dissertation studies the usability levels of existing mobile banking and fintech apps in Malaysia and evaluate it through a heuristic checklist and online quantitative surveys from the users and usability experts’ point of view to identify the current usability shortcomings in mobile banking and fintech apps that may cause reluctance in the technology adoption, and to strive for improving the user experience with the apps.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Mobile Banking, Usability, Fintech, Malaysia
Subjects: H Social Sciences > HG Finance > HG1501-3550 Banking
Divisions: Faculty of Creative Multimedia (FCM)
Depositing User: Ms Rosnani Abd Wahab
Date Deposited: 24 Nov 2022 03:57
Last Modified: 24 Nov 2022 03:57


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