Usability, End user satisfaction AND User based design assessment of Iranian banking websites

Abstract

Abstract: Introduction: The use of communication and information technology is constantly increasing in line with developments in production and other technologies. In fact, people spend most of their time on the internet and so in interaction with different websites in different fields of work, education, etc. So the user-website interaction is required to be assessd from the ergonomics point of view. Satisfaction and improvement of productivity and human-centered design are important goals of ergonomic science. Method: Usability, user satisfaction and user-centered web design and their relationship with demographic characteristics of users (age, sex, experience, education level and occupation) of banking websites (government banks and Private) were investigated in the context of user interaction with the website. Assessments were performed using end-user satisfaction questionnaire, system usability scale, and user-based design questionnaire among 798 users of banking websites.The validity and reliability of end-user satisfaction and user based design questionnaires were also performed in the study.

Results: The mean SUS score was 52.0 and the usability of the websites of government banks was significantly lower than that of private banking websites. The mean score of user satisfaction of websites was 41.1 and the user-based design mean score of the banking websites was 42.1. The design of government banks websites was better than that of private banks. Among users, those who were aged between 18 and 30 years found websites more user friendly than other age groups, and male users considered websites’ design better than female users.

Conclusion: The study showed that the usability and design of websites were not optimal and the users were not generally satisfied with them. Therefore, the design of these websites should be improved in order to increase the user-website interaction.

Keywords: usability, user satisfaction, user-based design, website evaluation, banking website