Determining the user experience and continuance use of a mobile application and an online portal

Abstract

The increasing number of users with access to the internet, computers, and mobile devices propels most institutions to avail their services through online portals and mobile applications. However, there are instances where users underutilise or completely opt out of these platforms. This is a cause for concern since funds are invested in their development, with the anticipated return on investment. Against this backdrop, this study aimed to compare the user experience and continuance use of a mobile application and online portal for an organization in South Africa. This single case study followed an explanatory sequential design, where the initial phase consisted of data collection using a self-administered questionnaire. For the second phase, the data was collected using an interview protocol. The results established that the study participants had a positive experience with the online portal but not so much with the mobile application. The contributing factors to the online portal's positive user experience were its efficiency, attractiveness, perspicuity, dependability, novelty, and stimulation. The interview results corroborated the quantitative results, as participants indicated overall positive experiences with the online portal. In contrast, participants had negative experiences with the mobile application, citing its limited features and lack of user-friendliness, understandability, and learnability. Regarding continuance use, the quantitative and qualitative results suggested that participants were keen to use the online portal in the future. However, the quantitative results for the mobile application indicated no participant interest in using the mobile application again in future, despite the interview results indicating otherwise. Participants identified improvement in efficiency and visual appeal as conditions for their future re-use of the mobile application.

Keywords: User experience, continuance use, continuance intentions, Human-Computer Interaction, mobile application, online portal

DOI: 10.54941/ahfe1004048