BI-LINGUAL FRAMEWORK FOR E-BANKING APPLICATIONS: A CASE STUDY OF SEMI-LITERATE USERS

Abstract

In developing countries like Pakistan, the literacy rate is low. Therefore, there is a need to critically evaluate the adoption of e-banking applications according to the usability attributes. In order to address the said issue, a usability framework was proposed by constructing bi-lingual web interfaces with and without speech facility for semi-literate users. To conduct an experiment, data was collected from twenty four (24) participants. For statistical analysis, one way ANOVA test was employed on responses collected from the targeted audience. The results depicted that usability attributes i.e. learnability f (3, 92) = 21.557, p< .000, memorability f (3, 92) = 11.527, p< .000, effectiveness f (3, 92) = 17.826, p< .000 and efficiency f (3, 92) = 21.930, p< .000 were highly significant for the proposed framework. It was concluded that use of local language i.e. Urdu with speech facility could improve adoption of e-banking applications by semi-literate users.