Evaluating mobile banking portals

Mobile banking is becoming widespread worldwide. Designing effective mobile banking services is of vital importance. This paper attempts to address this need by providing a comprehensive Mobile Banking Evaluation Framework (MoBEF). This framework consists of 164 criteria categorized into six categories: Interface, Navigation, Content, Offered Services, Reliability, and Technical Aspects. MoBEF would be useful both for customers to evaluate the mobile banking services of candidate banks, and for bank managers to improve their mobile banking services. Furthermore, the paper evaluates the mobile 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.