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India has 790+ million active mobile connections and 80.57 million smartphone users. However, as per Reserve Bank of India, the number of transactions performed using smartphone based mobile banking applicationsis less than 12% of the overall banking transactions. One of the major reasons for such low numbers is the usability of the mobile banking app. In this paper, we focus on usability issues related tomobile banking apps and propose a Mobile App Usability Index (MAUI) for enhancing the usability of a mobile banking app. The proposed Index has been validatedwith mobile banking channel managers, chief information security officers, etc.
Mohan et al. (Thu,) studied this question.