Usability Evaluation of Digital Banking Services in Sri Lanka

Abstract

In Sri Lanka, digital banking services are becoming more and more common, providing consumers with accessibility and convenience for a range of financial operations. However, these services' usability is crucial to their success because a bad user experience can cause irritation and abandonment. A thorough usability assessment of well-known digital banking platforms in Sri Lanka is part of the research. The results of this research will offer significant perspectives on the strengths and weaknesses of the current digital banking services in Sri Lanka, identifying opportunities for enhancement to improve user satisfaction and experience. Banks may better serve their customers' requirements and expectations by addressing usability issues, which will ultimately lead to a larger acceptance and utilization of digital banking services throughout the country.