Enhancing User Experience in Private Bank Mobile Banking: Insights from Management Information System Analysis

Muhammad Syarif Hartawan; Burhanuddin Jauhari; Arnes Yuli Vandika; Juvinal Ximenes Guterres

doi:10.69693/jesa.v1i2.11

Authors

Muhammad Syarif Hartawan Faculty of Technology, University of Krisnadwipayana, Jakarta, Indonesia
Burhanuddin Jauhari University of Merdeka Malang, Malang, Indonesia
Arnes Yuli Vandika Faculty of Computer Science, University of Bandar Lampung, Lampung, Indonesia
Juvinal Ximenes Guterres University of Oriental Timor Lorosa'e, Timor Leste

DOI:

https://doi.org/10.69693/jesa.v1i2.11

Keywords:

User Experience Optimization, Mobile Banking Effectiveness, Management Information Systems in Banking

Abstract

This research explores the impact of Management Information Systems (MIS) on user experience in private bank mobile banking, focusing specifically on the effectiveness of m-BCA. Utilizing a descriptive quantitative approach, the study aims to understand how mobile banking features, including accessibility, user interface, security, and functionality, influence user satisfaction. Data were collected through direct experimentation with the m-BCA application, complemented by analysis from secondary data sources and a survey of 30 users. Results indicate that 93.3% of users find m-BCA effective for routine banking needs, attributing high ratings to its convenience and functionality. However, while 80% of respondents appreciate the current security measures, 20% cite the absence of advanced security features such as fingerprint and facial recognition as a drawback. The study also reveals mixed feedback on the user interface; while the straightforward design aids usability, 10% of users express a desire for a more visually appealing interface. Despite these areas for improvement, m-BCA’s comprehensive set of features is generally seen as effective, supporting users in performing essential transactions with ease and reliability. The findings suggest that enhancing interface aesthetics and integrating advanced security options could further boost user engagement and trust in mobile banking applications, underscoring MIS’s role in meeting evolving customer expectations in digital banking.

Downloads

Download data is not yet available.

References

V. Murinde, E. Rizopoulos, and M. Zachariadis, “The impact of the FinTech revolution on the future of banking: Opportunities and risks,” Int. Rev. Financ. Anal., vol. 81, p. 102103, May 2022, doi: 10.1016/j.irfa.2022.102103.

T. Ciarli, M. Kenney, S. Massini, and L. Piscitello, “Digital technologies, innovation, and skills: Emerging trajectories and challenges,” Res. Policy, vol. 50, no. 7, p. 104289, Sep. 2021, doi: 10.1016/j.respol.2021.104289.

P. S. Kurniati and S. Suryanto, “The Role of the Indonesian Government in the Era of Banking Disruption Innovation,” J. East. Eur. Cent. Asian Res., vol. 9, no. 1, pp. 93–100, Feb. 2022, doi: 10.15549/jeecar.v9i1.881.

S. Kim, H.-J. Kwon, and H. Kim, “Mobile Banking Service Design Attributes for the Sustainability of Internet-Only Banks: A Case Study of KakaoBank,” Sustainability, vol. 15, no. 8, p. 6428, Apr. 2023, doi: 10.3390/su15086428.

A. Ali, A. Hameed, M. F. Moin, and N. A. Khan, “Exploring factors affecting mobile-banking app adoption: a perspective from adaptive structuration theory,” Aslib J. Inf. Manag., vol. 75, no. 4, pp. 773–795, Jun. 2023, doi: 10.1108/AJIM-08-2021-0216.

H. Islam, L. Soumia, M. Rana, J. B. Madavarapu, and S. Saha, “Nexus between perception, purpose of use, technical challenges and satisfaction for mobile financial services: theory and empirical evidence from Bangladesh,” Technol. Sustain., vol. 3, no. 2, pp. 147–170, Apr. 2024, doi: 10.1108/TECHS-10-2023-0040.

S. T. Ankrah, Z. He, L. Asare-Kyire, and K. S. Ofori, “Beyond cash: a user-centric approach to mobile payment growth, service failure tolerance and continuance intention,” Total Qual. Manag. Bus. Excell., pp. 1–32, Sep. 2024, doi: 10.1080/14783363.2024.2407932.

N. Shin and T. C. E. Cheng, “Gaining user confidence in banking industry’s quest for digital transformation: a product-service system management perspective,” Ind. Manag. Data Syst., vol. 123, no. 8, pp. 2216–2240, Aug. 2023, doi: 10.1108/IMDS-06-2022-0358.

A. Esmaeili, I. Haghgoo, V. Davidavičienė, and I. Meidutė-Kavaliauskienė, “Customer Loyalty in Mobile Banking: Evaluation of Perceived Risk, Relative Advantages, and Usability Factors,” Eng. Econ., vol. 32, no. 1, pp. 70–81, Feb. 2021, doi: 10.5755/j01.ee.32.1.25286.

D. Zhu et al., “Building a Three-Level User Experience (UX) Measurement Framework for Mobile Banking Applications in a Chinese Context: An Analytic Hierarchy Process (AHP) Analysis,” Multimodal Technol. Interact., vol. 6, no. 9, p. 83, Sep. 2022, doi: 10.3390/mti6090083.

N. Qatawneh, A. Al-Okaily, M. Al-Okaily, and S. Ur Rehman, “Exploring the antecedent factors of continuous intention to use mobile money: insights from emerging markets,” Digit. Policy, Regul. Gov., Jul. 2024, doi: 10.1108/DPRG-04-2024-0080.

A. Haider, M. A. Khan, M. Khoja, S. Alharthi, and S. M. Minhaj, “The role of e-banking, mobile-banking, and e-wallet with response to e-payment and customer trust as a mediating factor using a structural equation modelling approach,” J. Infrastructure, Policy Dev., vol. 8, no. 9, p. 6644, Sep. 2024, doi: 10.24294/jipd.v8i9.6644.

D. Rejman Petrović, I. Nedeljković, and V. Marinković, “The role of the hedonistic and utilitarian quality dimensions in enhancing user satisfaction in mobile banking,” Int. J. Bank Mark., vol. 40, no. 7, pp. 1610–1631, Nov. 2022, doi: 10.1108/IJBM-03-2022-0112.

H. M. Al-Hattami, A. S. Al-Adwan, A. A. H. Abdullah, and M. A. Al-Hakimi, “Determinants of Customer Loyalty toward Mobile Wallet Services in Post-COVID-19: The Moderating Role of Trust,” Hum. Behav. Emerg. Technol., vol. 2023, pp. 1–13, Aug. 2023, doi: 10.1155/2023/9984246.

J. Park and H. T. P. M. Le, “A shared‐transportation mobile app continuance model: The moderating effects of brand awareness,” J. Consum. Behav., vol. 22, no. 2, pp. 496–510, Mar. 2023, doi: 10.1002/cb.2111.

L. Çallı, “Exploring mobile banking adoption and service quality features through user-generated content: the application of a topic modeling approach to Google Play Store reviews,” Int. J. Bank Mark., vol. 41, no. 2, pp. 428–454, Mar. 2023, doi: 10.1108/IJBM-08-2022-0351.