Analyzing the Usability and User Satisfaction of Mobile Banking Apps in Bangladesh

Abstract

This thesis paper examines the usability and user satisfaction of mobile banking apps in Bangladesh. As mobile banking has become increasingly popular and accessible in the country, it is crucial to assess the effectiveness and user experience of these apps to ensure they meet the needs and expectations of their users. The study employs a quantitative research approach, utilizing an online survey distributed through various social platforms, including Facebook pages, to gather information from mobile banking app users in Bangladesh. We have used a Likert scale rating system to gather quantitative data on users' perceptions of the system's usability. Participants were asked to rate their level of agreement or disagreement with each statement. The statements capture various aspects of usability, user satisfaction, ease of use, integration of functions, technical support, consistency, learning curve, and confidence. By collecting quantitative data, we can analyze the responses statistically to gain insights into users' overall satisfaction and specific aspects of the system's usability. The outcomes of this study contribute to the field of mobile banking app design and development, particularly in the context of Bangladesh. By identifying the key factors that affect usability and user satisfaction, this research can guide app developers, financial institutions, and policymakers in enhancing the mobile banking experience for the population of Bangladesh, ultimately promoting financial inclusion and digital empowerment.