Proceedings of the 2nd International Conference on Art Design and Digital Technology, ADDT 2023, September 15–17, 2023, Xi’an, China

Research Article

Research on Bank APP User Experience Evaluation Model Based on Analytic Hierarchy Process

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  • @INPROCEEDINGS{10.4108/eai.15-9-2023.2340870,
        author={Yan  Zhou and Hongyi  Wu},
        title={Research on Bank APP User Experience Evaluation Model Based on Analytic Hierarchy Process},
        proceedings={Proceedings of the 2nd International Conference on Art Design and Digital Technology, ADDT 2023, September 15--17, 2023, Xi’an, China},
        publisher={EAI},
        proceedings_a={ADDT},
        year={2024},
        month={1},
        keywords={bank app; user experience; evaluation model; analytic hierarchy process},
        doi={10.4108/eai.15-9-2023.2340870}
    }
    
  • Yan Zhou
    Hongyi Wu
    Year: 2024
    Research on Bank APP User Experience Evaluation Model Based on Analytic Hierarchy Process
    ADDT
    EAI
    DOI: 10.4108/eai.15-9-2023.2340870
Yan Zhou1,*, Hongyi Wu1
  • 1: Harbin Institute of Technology
*Contact email: zhouyan@hit.edu.cn

Abstract

Bank APP is an important medium for the digital transformation of banking business. By building a bank APP user experience evaluation model, evaluate the user experience level of existing bank APP products, so that the bank APP is more in line with the needs of the bank's online customer groups. By analyzing the characteristics and trends of bank APP update iterations at the current stage, summarizing the bank APP experience quality evaluation criteria and demand elements, and constructing a bank APP user quality of experience (QoE) evaluation model. Using the fuzzy analytic hierarchy process (AHP), the judgment matrix of the QoE evaluation model is established, and the weight values of the evaluation indicators are calculated according to the judgment matrix, and the weight values obtained are sorted. On the basis of analyzing the development trend of bank APP at the present stage, the evaluation index of user experience quality of bank APP is determined, and a user experience evaluation model with detailed weight and more time-effectiveness is established. The validity of the model is verified by consistency test.