Improving Mobile Banking Usability Based on Sentiments

  • Lalit MohanEmail author
  • Neeraj Mathur
  • Y. Raghu Reddy
Part of the Communications in Computer and Information Science book series (CCIS, volume 599)


India has 868+ million active subscribers with 160+ smartphone users. However,the number of mobile banking transactions on smartphones is less than 1/6th of the smartphone users and 1/5th of the other digital transactions excluding ATM channel. Though adoption of mobile (feature/smartphone) has been in the increasing trend, concerns of security, availability of sustained data connectivity and usability will be the key factors for improving usage. We suggest a Mobile App Usability Index (MAUI) metric for improving usability based on various usability parameters. The parameters were formulated from sentiment analysis of user comments posted in Google play store on the mobile banking apps of banks. The proposed index has been validated by mobile banking channel managers and chief information security officers.


Mobile app usability Mobile banking in India Usability Error handling 



We thank Mobile Banking users, the mobile channel managers and chief information security officers for responding to the survey and providing their views on the usability parameters.


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Copyright information

© Springer International Publishing Switzerland 2016

Authors and Affiliations

  1. 1.Software Engineering Research CenterInternational Institute of Information Technology, Hyderabad (IIIT-H)HyderabadIndia

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