Investigating the Digital Experience of Internet Banking Users Using the Heuristic Approach

Document Type : Research Paper

Authors

1 Department of Business Management, Azad University, North Tehran Branch, Tehran, Iran

2 Assistant prof. in Business Management, Faculty of Management, University of Tehran, Iran

3 Department of Human Resources, Faculty of Management, University of Tehran, Tehran, Iran

10.34785/J018.2019.377

Abstract

The expanding influence of Internet banking in the country has made the experience of Internet banking a key factor for excellence in the current competitive environment. Therefore, evaluating the user experience is a key step in gaining customer satisfaction and loyalty. In the research method for evaluating user experience, several methods are presented, among which the hysterical (qualitative) method is one of the most widely used methods for evaluating the user experience of interactive systems. This approach is an effective way to evaluate the user interface based on the principle of user-centered design. This article examines user experience on Mellat, Melli and Saman commercial bank websites as a case study with ten usability principles. According to the findings of this study, there is a significant difference between the designs of banks' websites, including some problems, such as lack of information about the user's waiting time, lack of logical location of information. Based on the results of the research among the three websites of the Bank, evaluated Bank A, because of its simplicity and the lack of unnecessary information in the system, is more user-friendly than the other two banks.

Keywords

References

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Consumer Behavior Studies Journal
Volume 6, Issue 1
August 2019
Pages 41-62

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