Mobile banking applications, also known as M-Banking apps, have become increasingly popular in recent years. As such, it is important to ensure that these apps are continuously monitored to remain competitive and efficient. The objective of this study is to propose a novel approach for assessing M-Banking apps and generating constructive recommendations for potential enhancements. The methodology employed involves firstly a systematic evaluation of the M-Banking app across various app platforms and social media channels. Secondly, an examination of the M-Banking app is conducted, focusing on understanding how customers engage with each of its features. Thirdly, a survey is administered to capture feedback from the M-Banking app users, identify their needs, and comprehend their overall experiences. Through following these precise steps, this paper provides an overview of the proposed evaluation approach, the criteria used for assessment, and recommendations for resolving identified issues. Results provide recommendations for the optimization of the M-Banking app’s user interface, functionality, security, and marketing strategies. By implementing these recommendations, an app can become a more user-friendly, secure and personalized, contributing to customer retention and attracting new users.