Evaluating mobile banking portals

Mobile banking (m-banking) is becoming widespread worldwide. Designing effective m-banking services is of vital importance. This article attempts to address this need by providing a comprehensive Mobile Banking Evaluation Framework (MoBEF). This framework consists of 164 criteria categorised into six categories: interface, navigation, content, offered services, reliability and technical aspects. MoBEF would be useful both for customers to evaluate the m-banking services of candidate banks, and for bank managers to improve their m-banking services. Furthermore, the article evaluates the m-banking portals of thirty (30) major banks from all over the world using MoBEF. Strengths and inefficiencies are identified. The major problem is the inadequacy of their offered services. Guidelines and proposals for improvement are given.

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