Uncovering Issues Impacting Mobile Banking Performance using ISM-MICMAC Approach

Abstract

Every day, a multitude of mobile apps are released or updated, resulting in millions of daily downloads, usage, and views. This creates a fascinating phenomenon of user community acceptance and rating of these apps. Some apps are well-received by users due to factors such as performance, compatibility, and cost. This study has examined eleven factors that affect the performance of mobile banking apps like Google Pay, Phone Pay, and Paytm. Factors are identified by conducting a literature survey, analysing user reviews, and seeking expert opinions. It is worth noting that users tend to reject or dislike apps that pose challenges to them due to issues in the apps. Furthermore, the authors have utilized an Interpretive Structure Modeling (ISM) approach to develop a hierarchical structure for improvement of individual factors, along with MICMAC (Matrice d'Impacts Croisés Multiplication Appliquée á un Classment) analysis, to categorize the identified issues into four groups. Numerous studies have addressed issues related to mobile apps, but the classification or grouping of these issues has often been inadequate. In divergence, this particular research delivers a well-organized classification of issues associated with mobile banking applications. The issues are grouped into appropriate categories.