scholarly journals System usability scale evaluation of online banking services: A South African study

2018 ◽  
Vol 114 (3/4) ◽  
Author(s):  
Mathias Mujinga ◽  
Mariki M. Eloff ◽  
Jan H. Kroeze
Keyword(s):  
South Africa ◽  
Financial Institutions ◽  
Financial Services ◽  
Online Banking ◽  
Usability Assessment ◽  
Moderating Factors ◽  
System Usability Scale ◽  
System Usability ◽  
Mean Differences ◽  
The Individual

Online banking is a critical service offered by financial institutions to their clientele to facilitate easier and faster access to financial services and transactions. Banks currently spend huge amounts of money on development and maintenance of websites and backend systems that offer online banking facilities to clients. Here we address the effect of moderating factors on online banking usability assessment in South Africa. Using statistical analysis techniques that included t-tests, ANOVA and correlation, we investigated whether there are statistically significant mean differences in system usability scale (SUS) scores based on a variety of moderating factors in South Africa. Findings based on a sample of 540 respondents show that SUS scores differ significantly based on factors such as age, experience and income, whereas factors such as gender, use frequency and employment did not affect the mean SUS scores. Given the individual SUS scores for a variety of users based on different demographics, the financial institutions might improve service usability to target specific user groups and realise their return on investment in digital banking channels. Therefore improving service usability might go a long way in encouraging online banking adoption in South Africa.

scholarly journals Increasing Usability of Homecare Applications for Older Adults: A Case Study

Designs ◽  
2019 ◽  
Vol 3 (2) ◽  
pp. 23 ◽  
Author(s):  
Christos Panagopoulos ◽  
Andreas Menychtas ◽  
Panayiotis Tsanakas ◽  
Ilias Maglogiannis
Keyword(s):  
Emergency Response ◽  
Independent Living ◽  
The Elderly ◽  
Usability Assessment ◽  
Technological Advances ◽  
System Usability Scale ◽  
System Usability ◽  
Practical Guidelines ◽  
Depth Interviews

As the world’s population is ageing, the field dealing with technology adoption by seniors has made headway in the scientific community. Recent technological advances have enabled the development of intelligent homecare systems that support seniors’ independent living and allow monitoring of their health status. However, despite the amount of research to understand the requirements of systems designed for the elderly, there are still unresolved usability issues that often prevent seniors from enjoying the benefits that modern ICT technologies may offer. This work presents a usability assessment of “HeartAround”, an integrated homecare solution incorporating communication functionalities, as well as health monitoring and emergency response features. An assessment with the system usability scale (SUS) method, along with in-depth interviews and qualitative analysis, has provided valuable insights for designing homecare systems for seniors, and validated some effective practical guidelines.

scholarly journals Digital Financial Services: Prospects and Challenges

2021 ◽  
Vol 24 ◽  
pp. 1-25
Author(s):  
Martha Gertruida Van Niekerk ◽  
Nkgolodishe Hermit Phaladi
Keyword(s):  
South Africa ◽  
Financial Institutions ◽  
Financial Literacy ◽  
Financial Services ◽  
Recognition System ◽  
Financial Inclusion ◽  
Market Abuse ◽  
Lack Of Information ◽  
Digital Identification ◽  
Verification Methods

Digital financial services (DFSs), being financial services accessed and delivered through digital channels, have grown rapidly in South Africa as well as globally. The adoption of the technology for DFSs has led to an increase in financial inclusion, enabling more individuals and businesses to have access to useful and affordable financial products and services, where payments, savings, credit, investment and insurance are included. Through the Financial Sector Regulation Act 9 of 2017 financial inclusion was statutorily enacted for the first time. The regulators are now empowered to insist that financial institutions take proactive steps to expand financial inclusion and can take the necessary steps to enforce these powers. One of the factors that have an influence on whether consumers will adopt DFSs is consumers' perspectives of DFSs. Lack of information and knowledge combined with the cost of data negatively influences the adoption of DFSs. The transfer of information to unbanked people in South Africa with regards to DFSs should be enhanced by the state as it strives to improve financial literacy. DFSs are susceptible to financial crimes like fraud, money laundering, terrorist financing, bribery, corruption and market abuse. The challenges that threaten the interests of customers should be addressed by stricter information verification methods when transacting with clients online. Technological detectors and digital identification should be used more effectively to verify customers and to alert authorities to suspicious transactions. Financial institutions might consider authenticating online transactions by thumb-print or a voice recognition system. This paper emphasises that because of the prospects of greater and deeper financial inclusion in South Africa, the use of DFSs has to be improved and developed and the challenges have to be constructively addressed to unleash the true potential thereof.

Online Banking and Finance

2017 ◽  
pp. 1-26
Author(s):  
Marta Vidal ◽  
Javier Vidal-García
Keyword(s):  
Financial Institutions ◽  
Current Literature ◽  
Financial Services ◽  
Online Banking ◽  
Rapid Expansion ◽  
Banking And Finance ◽  
Finance Industry ◽  
Use Of Technology ◽  
Research Questions ◽  
Basic Characteristics

In recent years, online banking has become an alternative channel for most traditional entities. The increase in the number of users and rapid expansion has resulted in a successful strategy among financial institutions. This chapter discusses the use of technology in the finance industry and the various factors associated with it, as well as introducing the reader to the basic characteristics of online financial services. We review the current literature identifying the relevant research questions for our purpose.

Revisiting Financial Services Sector Transparency through Whistleblowing: The Case of South Africa and Switzerland

2017 ◽  
Vol 61 (1) ◽  
pp. 83-103
Author(s):  
Herbert Kawadza
Keyword(s):  
South Africa ◽  
Financial Institutions ◽  
Financial Services ◽  
Global Financial Crisis ◽  
Financial Crime ◽  
Corporate Misconduct ◽  
Services Sector ◽  
Financial Services Sector ◽  
The People ◽  
Illegal Activities

AbstractThe recent global financial crisis has demonstrated the ineffectiveness of traditional regulation in averting financial crime. Consequently the supervision of financial institutions has been increasingly re-evaluated and such endeavours have resulted in the reregulation of the sector in many jurisdictions. This article argues that, much as these strategies can be said to be laudable, until they emphasize engagement with the people who work in those institutions through making it possible for them to report corporate misconduct, these legislative paradigms will not avail much. As such, this article argues for the increased use of insiders through whistleblowing as a mechanism to support the exposure of illegal activities. By comparing the whistleblowing approaches adopted in South Africa and Switzerland, this article attempts to contribute to the standardization of approaches that can be used to enhance global financial sector transparency and minimize financial crime.

scholarly journals A Legal Analysis of the Use of Innovative Technology in the Promotion of Financial Inclusion for Low-Income Earners in South Africa

2021 ◽  
Vol 24 ◽  
pp. 1-27
Author(s):  
Howard Chitimira ◽  
Phemelo Magau
Keyword(s):  
South Africa ◽  
Financial Institutions ◽  
Low Income ◽  
Rural Areas ◽  
Financial Services ◽  
Informal Settlements ◽  
Financial Inclusion ◽  
Innovative Technology ◽  
Financial Exclusion ◽  
The Government

The promotion of financial inclusion is important for the combating of financial exclusion in many countries, including South Africa. Nonetheless, most low-income earners living in rural areas and informal settlements are still struggling to gain access to basic financial products and financial services in South Africa. This status quo has been caused by a number of factors such as the absence of an adequate financial inclusion policy, the geographical remoteness of financial institutions to most low-income earners, rigid identity documentary requirements, a lack of access to reliable and affordable Internet connection by low-income earners living in informal settlements and rural areas, a lack of financial illiteracy, the high costs of financial services, unemployment and poverty, over-indebtedness, and cultural and psychological hindrances to low-income earners in South Africa. Consequently, these factors have somewhat limited the access to financial services offered by financial institutions to low-income earners living in rural areas and informal settlements. In many countries, including South Africa, the financial sector is relying on innovative technology, especially in banking institutions, to aid in the offering of financial services to their customers. It is against this background that this article discusses selected legal and related challenges affecting the regulation and use of innovative technology to promote financial inclusion for low-income earners in South Africa. The article further discusses possible measures that could be adopted by the government, financial institutions and other relevant regulatory bodies to promote the use of innovative technology to combat the financial exclusion of low-income earners in South Africa.

The Effect of Cognitive Fatigue on Subjective Usability Scores

2017 ◽  
Vol 61 (1) ◽  
pp. 1461-1465 ◽  
Author(s):  
Ian Robertson ◽  
Philip Kortum
Keyword(s):  
Subjective Assessment ◽  
The Other ◽  
Cognitive Fatigue ◽  
Usability Assessment ◽  
System Usability Scale ◽  
Main Effect ◽  
System Usability ◽  
Subjective Usability ◽  
The Impact ◽  
True Measure

Cognitive fatigue is a known factor in errors and major accidents. What is unknown is the impact that cognitive fatigue might have on the subjective assessment of usability. If users are regularly cognitively depleted when using a given system, and fatigue makes a difference in their usability assessment, then a true measure of usability would be derived only by testing users in that fatigued state. In this study, forty-three participants voted using twelve prototype paper voting ballots. Half of the ballots were classified as being of low usability and the other half as having high usability. These ballots were randomly assigned and participants completed six ballots before a fatigue manipulation and six after the manipulation. Each ballot was rated by the user with the System Usability Scale (SUS), and pre- and post-fatigue means were compared. No significant main effect was found for fatigue and no interaction was present, although the data suggest the effect may have been masked due to the high variance in the usability of the systems assessed.

scholarly journals Design and usability assessment of DocManS: A document management system with security and social media features

2022 ◽  
Vol 9 (1) ◽  
pp. 48-54
Author(s):  
Irfan Syamsuddin ◽  
◽  
Arda Yunianta ◽  
◽  
Keyword(s):  
Social Media ◽  
Management System ◽  
Development Process ◽  
Usability Evaluation ◽  
Document Management ◽  
Current Version ◽  
Usability Assessment ◽  
Document Management System ◽  
System Usability Scale ◽  
System Usability

A document management system (DMS) is required to handle any documents within an institution efficiently. However, several important features are lacking in the current DMS, such as security and social media features. This paper proposes a new solution to tackle the issues by developing a new document management system with security and social media features called DocManS. The development process and usability evaluation by users are presented in this paper. The usability assessment is performed with the use of the System Usability Scale (SUS) framework. The results show that the current version falls within the B range of the SUS framework and several enhancements for better usability in terms of social media sharing and privacy are recommended.

System Usability Scale Implementation for Interfaces on Mobile Touch Screen Devices Assessment

2015 ◽  
pp. 137-167
Author(s):  
Svetlana Čičević ◽  
Slobodan Mitrović ◽  
Milkica Nešić ◽  
Andreja Samčović
Keyword(s):  
Mobile Devices ◽  
Essential Element ◽  
Touch Screen ◽  
Usability Assessment ◽  
System Usability Scale ◽  
System Usability ◽  
Practical Tool ◽  
Touch Screen Devices ◽  
Goal System ◽  
Enormous Number

The indisputable fact is that touch screen mobile devices flooded the marketplace and that they have become an essential element in the enormous number of fields and applications. But a huge presence, as well as daily use, does not necessarily unambiguously reflect their optimal usability. Therefore, it is essential to adopt appropriate research methodologies that can evaluate the usability of mobile device interfaces. The main focus of the study was to examine a practical tool for usability assessment in a mobile work context which has to be simple and above all, proved to give a single score as its outcome. To achieve this goal System Usability Scale (SUS) was applied to test the Tablet PC usability. This study contributed with the proposal of a framework for usability testing which could help, both practitioners and researchers to make decisions how to improve the usability of interfaces on touch screen mobile devices.

scholarly journals Rural credit markets in South Africa: A review of theory and empirical evidence

2014 ◽  
Vol 12 (1) ◽  
pp. 363-374 ◽  
Author(s):  
Joseph Chisasa
Keyword(s):  
South Africa ◽  
Financial Markets ◽  
Financial Institutions ◽  
Financial Services ◽  
Credit Markets ◽  
Smallholder Farmers ◽  
Policy Implications ◽  
Medium Size ◽  
Rural Credit ◽  
Rural Credit Markets

The demand for and supply of financial services in general and credit instruments in particular by rural South Africa still remains a confounding problem. The aim of this paper is to determine the status of rural credit markets in South Africa by reviewing theory and evidence from empirical studies. It is observed that financial markets in South Africa are fragmented between formal and informal markets. Formal financial markets generally serve urban and peri-urban areas with a thin distribution of services to people living in rural areas. Rather, informal financial institutions such as savings clubs (stockvels), co-operatives, moneylenders (mashonisas) and village banks are the more dominant providers of financial services. Commercial banks and other formal financial institutions cite high operating costs such as information gathering, monitoring and enforcement as some of the reasons for limited participation in rural financial markets. Such attitudes have been observed to retard entrepreneurial innovation and growth among small to medium size enterprises and smallholder farmers. Results of this analysis have policy implications in the areas of reduction of unemployment, poverty and sustainable economic growth in South Africa. Policies directed at increasing financial intermediation via formal financial institutions are recommended

scholarly journals Evaluasi Tingkat Usability Website KPPN Kabupaten ABC Menggunakan Prinsip Usability

Respati ◽  
2018 ◽  
Vol 14 (2) ◽  
Author(s):  
Afrizal Yudano Perdana Putra ◽  
Bambang Soedijono W A ◽  
Sudarmawan Sudarmawan
Keyword(s):  
Financial Institutions ◽  
Web Pages ◽  
Analysis Method ◽  
Website Evaluation ◽  
Website Usability ◽  
Descriptive Research ◽  
System Usability Scale ◽  
System Usability ◽  
Collection Methods

INTISARIWebsite merupakan syarat satu alternatif bagi lembaga keuangan khususnya KPPN untuk mengenalkan profil serta memberi informasi terbaru kepada para penggunaannya. Karena pentingnya website sebagai sarana informasi dalam perkembangan teknologi, maka dibutuhkan evaluasi kualitas website agar proses pelayanannya tetap berjalan lancar. Namun, Belum terdapat standard khusus dan belum pernah dilakukannya evaluasi pada website KPPN. Usability adalah sebuah metode yang digunakan untuk menguji kebergunaan website dan mengetahui sejauh mana kebergunaan website tersebut. Evalusi website KPPN menggunakan prinsip usability yang akan digabungkan dengan metode system usability scale (SUS) ini diharapkan mendapatkan hasil yang baik. Jenis penelitian ini adalah penelitian deskriptif dengan pendekatan kuantitatif. Metode pengumpulan data yang digunakan yaitu wawancara dan kuesioner. Metode analisis data digambarkan dengan hubungan data yang diambil menggunakan skala likert. Sehingga hasil data yang diperoleh bisa dianalisis menggunakan metode usabilty dan mamasukkan dalam lima atribut usability. Hasil yang diperoleh dari penelitian ini adalah website KPPN Kabupaten ABC memperoleh hasil sebebsar 79% dan termasuk dalam kategori baik. Namun perlu adanya perbaikan pada webiste agar pengguna mendapat kepuasan yang maksimal..Kata Kunci— Evaluasi, Website, Usability, Atribut, Metode.  ABSTRACTThe website is a requirement of the alternatives for financial institutions, especially the KPPN to introduce the profile and provide updated information to the user. Because of the importance of the website as a means of information in the development of technology, it is necessary to allow the evaluation of the quality of website services running smoothly. However, yet there are special standards and had never done an evaluation on the website of the KPPN. Usability is a method used to test the usefulness of the website and determine the extent of the usefulness of the website. Evaluation KPPN websites using usability principles that will be combined with the method of system usability scale (SUS) is expected to get a good result. This type of research is descriptive research with quantitative approach. Data collection methods used were interviews and questionnaires. The data analysis method described by relationship data taken using a Likert scale. So that the data obtained can be analyzed using methods usabilty and inclusion in the five attributes of usability. Results obtained from this study is the KPPN website ABC obtain the results isr 79% and included in both categories. But the need for improvement on web pages so that users get the maximum satisfaction.Keywords— Evaluation, Website, Usability, Atribut, Method.

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