Usability and Accessibility Analysis of Online Banking Systems in Sri Lanka

Abstract

With the wide expansion of internet usage in Sri Lanka, e-banking is bucking the trend amongst the banking sectors and the customers. Since the online banking systems are the critical source of information for all kind of customers, accomplishing available e-services regardless of the time and location has become the aim of the banking sectors. Therefore, this study focuses on analyzing the usability and accessibility of online banking systems as they were identified as the crucial requirements for the successful adaptability. The analysis comprised of two approaches: experience directed and tool-based evaluation. For the experience-directed approach, eight significant criteria were identified to efficiently assess the usability and accessibility with the aid of a structure questionnaire, on the other hand, some benchmarked web analytical tools like PageSpeed desktop, Pingdom, Google mobile friendly, PageSpeed mobile and SortSite were selected for tool-based evaluation. This study tends to find the combined outcomes of the usability and accessibility evaluation which is believed to be useful to encourage the customers who are using the online banking systems once in a blue moon. Further, considering the results gained from both approaches, obviously significant improvements have been made in the online banking systems comparing to state where it started but also the study proved that the online banking systems have a considerable amount of usability and accessibility issues to be taken care of to achieve the aim along with some suggestions too