Usability evaluation of Nigerian banks mobile applications

The usability assessment of mobile banking applications is very important given the escalating reliance on electronic and mobile banking services, but there is an absence of a tailored evaluation framework for Nigerian mobile banking applications that promotes user-centric solutions that address specific challenges confronted by users in this region. This is why this study was carried out to evaluate the usability of mobile banking applications in Nigeria by examining usability metrics through a survey research design employing a quantitative approach. The study's population includes individuals in Nigeria who regularly use commercial mobile banking applications. Purposive sampling was used to select the top ten mobile banking applications based on market prominence, user ratings, and overall popularity and convenience sampling was then used to recruit 20 participants that use each application, totalling 200 participants. Data collection was conducted using a structured questionnaire focusing on usability metrics such as error prevention & recovery, customization capabilities, design features, security and privacy, ease of navigation, information clarity, accuracy and reliability, and accessibility and inclusivity. Descriptive statistics, including frequencies and percentages, were used to analyze the data. Findings reveal significant variability in usability across different applications, with some excelling in areas like error prevention, customization, and security, while others need improvement in design consistency, accessibility, and overall user satisfaction. Key recommendations for developers and stakeholders include enhancing user interface design, improving security and privacy features, expanding customization options, focusing on accessibility and inclusivity, and providing robust support and error recovery mechanisms.