Information Technology Reference
In-Depth Information
populace, going to a bank in person to perform such transactions is not that
convenient compared to internet banking (subject to local 24-h access to the
internet). However, internet banking websites are different in design for each
bank. For m-payment applications, although there are only a few applications
currently available on the market, their designs are also different. These various
different designs, for both the websites and mobile screens, could affect the ability
of users (students in this study) to use them.
There have previously been several studies on user interface of banking service
applications. Seven New Zealand online banks were studied in terms of their website's
effectiveness, functionalities and internet strategies (Chung and Paynter
2002
). Another
study that focused on the trust, relative advantage and trialability of the application,
found all three factors had a significant effect on the intention to use the application
(Nor and Pearson
2007
). In Thailand, there have been several reports on out of service-
counter banking services. For example, the ATM interface of five banks was evaluated
for their usability factors using four groups of users (Taohai et al.
2010
;
Cooharojananone et al.
2010
), whilst for the internet banking services the quality of
the services between each bank has been compared (Leelapongprasut et al.
2005
;
Ongkasuwan and Tantichattanon
2002
; Esichaikul and Janeck
2009
), but the range
of factors that influence the customers intent to use the applications has not been
extensively studied.
Previous research on mobile applications reported that the perceived ease of use
has a positive effect on both the intention to use m-payment and the perceived
usefulness of m-payment (Kim et al.
2010
). Therefore, m-payment applications
must be easy to understand and easy to use so as to increase the user's intention to
use them. That is because the perceived usefulness will have a positive effect on the
intention to use m-payment. For example, evaluation of the consumer's acceptance
of mobile wallets found that trust aspect was related to the creditability of the
m-payment and extended the user's acceptance to use the m-payment application
(Kim et al.
2010
). Likewise the degree of trust in virtual malls positively affected
the customer's intention to use a mobile wallet. Moreover, good design aesthetics of
the application can influence the intention of the user, where a higher level of design
aesthetics of a mobile website will result in higher perceived levels of usefulness
and ease of use of the mobile website (Shin
2009
). Designers should consider
having groups of potential users assist in the design by choosing the words and
organizing the menus (Li and Yeh
2010
) (Fig.
10.1
).
The research reported here extends the previous research in internet banking and
m-payments by evaluating eight and six usability factors, respectively, in compar-
ing the interfaces and functions of two main systems for both internet banking and
m-payments. Specifically, the goal of the research on the internet banking website
and the m-payment application was to study the effect of the usability perspective
on the intention to use. For internet banking, eight user factors (reliability, func-
tionality, efficiency, ease of use, design aesthetic, learnability, satisfaction and
security) were evaluated for their influence upon the intention to use the applica-
tion. For the m-payment application, six factors (security, service quality, design
