The Effect of Human-Computer Interaction on Users’ Intention to Use in Mobile Applications: Evidence from State Banks in Sri Lanka

Abstract

The banking industry has changed due to the quick development of mobile banking apps, which highlights how crucial human-computer interaction is to improving user experiences. This study examines how users' intentions to use mobile banking applications in Sri Lankan state banks, specifically their intention to continue using these services, are influenced by important crucial human-computer interaction factors, including perceived usefulness, findability, desirability, and ease of use. Guided by the Technology Acceptance Model a quantitative research design was employed using data collected from 385 users. The findings indicate that perceived usefulness and desirability have significant positive effects on users’ intention to use mobile banking applications, while perceived ease of use and findability do not show significant influence. Despite these insights, the model explains only 9.1% of the variance in user intention, suggesting that other factors such as trust, accessibility, or security may also play critical roles. This underscores the complexity of user behavior and the need for more comprehensive models. The study offers practical implications for state banks, developers, and policymakers seeking to improve mobile banking experiences and user adoption through user-centered design