User Experience Analysis on Mobile Banking Applications with System Usability Scale and Usability Testing

Mobile banking has become a significant innovation in the modern banking sector. Banks have launched mobile banking apps to provide customers with easier and faster banking services. Despite the growing number of mobile banking users, previous research should have paid more attention to the analysis of user experience in the use of mobile banks. The study aims to analyze the user experience of mobile banking applications. The methodology is using qualitative methods with the System Usability Scale and quantitative methods with usability testing. The study results showed that the average value of the System Usability Scale indicates a low user satisfaction, indicating the need to improve the usability of mobile banking applications. Meanwhile, Average usability testing results give good results, but some tasks take a long time to complete the task. This collides with satisfaction aspects that get low values. Based on the findings, the study recommended improvements to improve the design of a more intuitive interface. The academic implication is giving contribution based on combinations of the methodology, as practical implication, banks can improve the user experience of mobile banking, strengthen the relationship with customers, and increase the adoption of the use of mobile banking services overall.