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What is more important to internet banking website users: usability or functionality
Abstract
Unlike in the past, the emerging trend is to provide online services due to the developments over the course of years. Online presence becomes the most significant factor of competitiveness. At this peak, firms try to infer the dynamics that increase customers' acceptance of these services. The present study aims to identify the complex relationships among the various factors of usability and functionality. Analytic network process (ANP) was selected by the merit of its interdependence perspective to see the comparative effects of usability and functionality factors on internet banking (IB) website selection. The information gathered through two questionnaires that conducted for Is bank and Yapi Kredi Bank IB website users. The findings reveal that customers give higher priority to usability and usability-related factors, namely navigation and interaction rather than functionality. Another point worth mentioning is that information provision and security also prepossess the customer preference.
... Recently, new factors of navigation and interaction have been mentioned by Durucu et al. (2019), they found that customers give high priority to these usability factors of navigation and interaction rather than functionality. Hu et al. (2019) introduced the Fintech services by providing more comprehensive sight of the determinants of user's, they found that user's trust in Fintech services has a very significant influence on user's attitudes for adoption. ...
This research aims to evaluate the factors influencing the use of mobile banking by the customers. The extended model of this study was based on the technology acceptance model (TAM). Concerning this, the current research utilised two constructs of the TAM and integrated three new constructs into the model within mobile-banking context. The survey collected data from 205 mobile users who had their own experiences with mobile banking services provided by private banks in Jordan, these data were analysed using structural equation modelling (SEM). The results of this study demonstrated that perceived ease of use, perceived usefulness, perceived awareness, perceived bank credibility, and reference group influence had a positive impact on the use of mobile banking services by the customers. Banks should take these factors into account to promote positive perceptions of mobile banking to the customers. Keywords: perceived ease of use; PEU; perceived usefulness; perceived awareness; perceived bank credibility; PCB; reference group influence; RGI. Reference to this paper should be made as follows: Alkhawaldeh, A.M., Matar, A. and Al-Rdaydeh, M. (2022) 'Intention to use mobile banking services: extended model', Int.
... Privacy has become one of the most significant challenges of modern life, especially with the increasing dependence on online technology, social media and virtual systems (Durucu et al., 2019). Previous research suggests that the most common data breaches and identity thefts originate in online banking contexts (Chakraborty et al., 2016). ...
Purpose
This conceptual paper explores gaps in bank privacy protection practices and advocates for banks to integrate market-oriented (MO) approaches in their corporate digital responsibility (CDR) initiatives to minimize consumer data vulnerability.
Design/methodology/approach
To apply MO in CDR, this study recommends adoption of a behavior change framework comprising of the co-creation, build and engage (CBE) model and proposes the creation of consumer segments based on generational cohort and tailoring strategies through motivation, opportunity and ability (MOA) model to manage vulnerability.
Findings
The study specifies that managing consumer data vulnerability requires a unique strategy different from conventional service delivery. A holistic approach is recommended by integrating corporate digital responsibility as a pivotal element of organizational strategy and by positioning vulnerable customers as a critical stakeholder.
Originality/value
The paper contributes to the research in corporate social responsibility (CSR), privacy and data vulnerability in the banking sector in two prominent ways: first, the study demonstrates the importance of MO as a premise to develop a novel version of CDR called market-oriented digital responsibility (MODR). The study considers MODR as a strategy to reposition vulnerable consumers as a key stakeholder, and, second, the study proposes an innovative set of consumer segments based on data vulnerability and introduces a data vulnerability growth model (DVGM) connecting vulnerability with age.
... Recently, new factors of navigation and interaction have been mentioned by Durucu et al. (2019), they found that customers give high priority to these usability factors of navigation and interaction rather than functionality. Hu et al. (2019) introduced the Fintech services by providing more comprehensive sight of the determinants of user's, they found that user's trust in Fintech services has a very significant influence on user's attitudes for adoption. ...
This research aims to evaluate the factors influencing the use of mobile banking by the customers. The extended model of this study was based on the technology acceptance model (TAM). Concerning this, the current research utilised two constructs of the TAM and integrated three new constructs into the model within mobile-banking context. The survey collected data from 205 mobile users who had their own experiences with mobile banking services provided by private banks in Jordan, these data were analysed using structural equation modelling (SEM). The results of this study demonstrated that perceived ease of use, perceived usefulness, perceived awareness, perceived bank credibility, and reference group influence had a positive impact on the use of mobile banking services by the customers. Banks should take these factors into account to promote positive perceptions of mobile banking to the customers.
... Saeed (2019a) has carried out an empirical study to understand the implications of e-commerce adoption among the expatriate community in Saudi Arabia. Durucu et al. (2019) have analyzed the banking websites in Turkey and found that navigations and interaction related usability aspects are more important to banking customers than the functionality of the websites. Chong and Law (2018) carried out a rigorous literature review on airline website evaluation studies and found that the websites of airlines need major rework. ...
User authentication needs not only to negotiate with security, privacy, and legal issues through functionality and usability, but also to address safety issues caused by sudden and unexpected changes due to the COVID-19 crisis. This article discusses three generations of user authentication with an emphasis on its technology and human factors. Especially during the crisis, digital transformation moves fast; therefore, the acceptable level of security is more flexible while privacy is still preserved. New technologies and applications such as blockchain, digital identity, 5G/B5G, and SDN/NFV underpinning user authentication will become more practical.
The significance of adopting online service and using in the banking industry has attracted researchers' attention in the past decade. In such condition that banks use online services to provide easiness and safety in the internet banking transactions for their customers, it is natural that studying on the factors affecting customer satisfaction in internet banking system has utmost importance in banking industry, today. Hereupon, this research attempts to study the key factors affecting customer satisfaction in internet banking system to prioritizing based on cause and effect relationships. For this purpose, according to the literature, seven main factors were identified as most important factors affecting customer satisfaction in internet banking which totally include 27 measurement items. Then, to evaluate the cause and effect relationships of factors an online questionnaire link distributed to professors and students as a group of potential expert users of internet banking and finally 20 completed questionnaires collected. To analyze interactions between the factors using Grey-based DEMATEL method, first experts’ opinions of grey numbers are converted to crisp numbers and all opinions are unified into a single view. Then the crisp numbers normalized in DEMATEL and total matrix of each factor is calculated. At the end, the values of R, D, R+D and R-D are calculated, which based on these criteria the cause and effect relationships of factors analyzed and factors affecting customer satisfaction in internet banking system prioritized.
In the last decade, Internet banking technology has made remarkable progress. However, there is a huge disparity across different nations all over the world in the diffusion of Internet banking services. This leads to the research question of this study: why different countries exhibit different levels of Internet banking adoption? Previous studies provide limited insight as they were mostly conducted at the individual user level with single-country samples. At the country level, this study proposes an Internet banking diffusion model that examines the impact of economical, technological and cultural factors on Internet banking diffusion. The hypothesized relationships in the research model were statistically tested with the secondary data collected from a sample of 33 European countries. The results indicate that the effects of socio-economic and technology-related factors on Internet banking diffusion are fully mediated by Internet access Furthermore, the findings suggest that national culture is an important moderator as it make differences in Internet banking diffusion as well as Internet access across different country groups. The country-level analysis contributes to the advancement of Internet banking theory and practice, and provides some useful insights to researchers, practitioners and policy makers on how to enhance Internet banking diffusion.
The modernization of the banking sector has been a defining trend in new EU member state economies over the last decade. Financial innovations in particular have provided banks with the necessary tools to obtain competitive advantages. In this context, the aim of our research is to analyze the way in which the financial innovation represented by Internet banking services can contribute to the enhancement of the overall efficiency of Romanian banks. We apply DEA to compute the aggregate efficiency score for each of the 24 banks in our sample and, in addition, we utilize PCA to classify the banks into different operational strategies groups based on their relative efficiency scores. The results show that there are very few banks in our sample that have utilized Internet banking services in their production process to increase their level of efficiency and thus the research proposes a series of solutions and recommendations.
Software system usability is recognized as a quality attribute related not only to the user interface but also to applications design. In this paper we analyse the feasibility of designing and programming reusable solutions for implementing usability features that have a major impact on design. We develop case studies to find common application scenarios, responsibilities, classes, methods, attributes and chunks of code, which we use to propose reusable solutions specified as patterns. In this paper we report the results for the progress feedback usability functionality.
Despite having state-of-the-art technology and providing superior services, Turkish banks still suffer from a lack of internet bank users. This study examines attitudes of bank customers regarding Internet Banking via a sample of 196 active internet banking users. Specifically, the study addresses issues such as internet banking usage frequency, main reasons for using it, variables influencing the selection of principal internet bank used and preferences with regards to internet banking usage. The results of the study highlight the importance of time, convenience, and security mostly in parallel to the literature. Also, customers' preferences towards internet banking were grouped under seven dimensions: Ease of access and use; ease of learning; variety of transactions; deficiencies in banks' web sites; security; payment and financial transactions; and compatibility with life-style. In conclusion, recommendations for banks aimed at reaching higher internet banking
usage levels have been made.
An institution's website is a gateway to its information, products and services. As such, it should be a reflection of the needs of the stakeholders it serves. The usability is an extremely important aspect of individual website to survival in digital environment for each institution. The aim of the study is to evaluate the effects of the information age on universities in the context website and explore the usability of EUL's (European University of Lefke) website in terms of student usage. Website analysis and measurement inventory (WAMMI) questionnaire, composed of 20 questions, is used for the analysis. The questionnaire was applied to 293 students, studying at different faculties of EUL. Non-parametric and regression techniques are used for analysing the data. The results reveal dissatisfaction about EUL's website.
The study presents an integrated framework to analyse factors influencing consumer's acceptance of online banking services and tests its validity in the Indian context. The framework draws from two basic models most widely used in literature namely the technology acceptance model TAM and the technology readiness TR model. The results validate the basic TAM hypothesis that the intention to use internet banking is predicted by the two factors of perceived usefulness and perceived ease of using online banking technology. Age, gender and TR profiles moderate the relationship between the two factors and the behavioural intention to use internet banking. Trust in the bank was found to be another key factor driving a customer's intention. Knowledge of the customer demographics and TR profiles and how they influence his acceptance of internet banking can enable banks to understand their customers better and design tailor made marketing efforts towards activation.
Since its first introduction in the ‘90s, internet banking is increasingly being adopted by bank customers all over the world. This relatively new banking transactions channel offers its users “round the clock” access to bank services, reduced time, direct access from anywhere in the world, lower costs and elimination of the anxiety caused by cash carrying. However, internet banking has not yet been widely embraced by Greek bank customers. In fact Greeks have also been rather slow in adopting internet as well. This reality prompted the pursuance of the present research, whose aim is to identify the most salient factors that influence Greek bank customers regarding internet banking adoption. Field research was conducted by utilizing an interviewer-administered questionnaire. The questionnaire was based on an adaptation of the widely used Technology Acceptance Model (TAM), incorporating also external variables found in relevant literature and was initially successfully pilot-tested by the directors of 3 bank branches and 11 bank customers. The field research target sample consisted of internet experienced bank customers in the Greek region of Thessaly, while the final sample comprised 266 correctly answered questionnaires. Principal component analysis was initially conducted to identify latent factors within the questionnaire items measuring customer perceptions and inter-item analysis was used to verify the scale's factors for internal consistency and reliability. The Cronbach's alpha values, calculated for each construct, ranged between 0.88 and 0.93. Finally, linear regression analysis was performed to investigate the effect of the external variables and TAM-based constructs on internet banking adoption. Data analysis confirmed the significant influence that customer perceptions about usefulness, credibility and easiness of use of internet banking have on intentions towards using this banking channel. Moreover domain specific innovativeness and satisfaction with ATMs were also proved strong predictors of customer use intentions.
Purpose
– The paper seeks to provide a comparative analysis of the functionality of five web‐based OPACs available in Indian academic libraries.
Design/methodology/approach
– Same‐topic searches were carried out by three researchers on the web‐based OPACs of Libsys, VTLS's iPortal, NewGenLib, Troodon, and Alice for Windows, implemented in five academic libraries in India. Their functionality was compared using criteria selected from the literature on OPAC searching.
Findings
– The web‐based OPACs investigated offered a range of facilities for searching by author, title, control number and by keywords. Federated searching across several e‐collections was limited.
Originality/value
– This paper should be a useful source of information to librarians who are planning to introduce web‐based OPACs and also for software vendors who wish to improve the functionality of their products.
A major obstacle to the implantation of User-Centered Design in the real world is the fact that no precise definition of the concept of usability exists that is widely accepted and applied in practice. Generally speaking, the literature tends to define usability in overly brief and ambiguous terms and to describe its application in informal terms. This is one of the main reasons why ad hoc techniques predominate in usability study methodologies. The aims of this article are to investigate the concept of usability and to describe it by means of a detailed taxonomy that is organized hierarchically and that contains exhaustive descriptions of usability attributes. This taxonomy can be used to support different stages in the development of usable systems.
The purpose of this study was to develop a modified measurement instrument for service quality that includes human factor considerations. Tangibles, reliability, responsiveness, assurance, and empathy were dimensions commonly used to measure service quality through a survey instrument termed SERVQUAL. A sixth dimension, usability, was added in a modified survey instrument termed SERVUSE. To examine the predictive power of both instruments, 200 patients at an on-campus health clinic were surveyed. The survey measured subject expectations and perceptions regarding the service system. Gap scores were calculated as the difference between these two measures. Positive gap scores reflected the exceeding of customer expectations. Negative gap scores reflected a failure to meet these expectations. The three response variables were perceived quality, satisfaction, and behavioral intention. Usability was found to be a significant predictor of all response variables. It also adds significant predictive value to the regression models when measuring behavioral intention. © 2008 Wiley Periodicals, Inc.
In the age of information technology and with the rapid growth of the World Wide Web, the spectacular growth trend in e-business, that has been experienced so far, is expected to continue. Since the introduction of the first commercial website in 1994, electronic commerce has spread across the globe as a marketing, sales, and communication phenomenon, changing the fact of some business sectors. Companies seeking to achieve significant benefits through e-business need to create an effective and usable web presence to ensure successful interaction and communication with their employees, partners, and customers. Web services are being widely deployed throughout business, education, government, and other organizations. The Internet creates a new business environment, far different from anything that has come before; because it lets a company conducts its entire set of business processes and practices online. As the dependency on web technology increases, the need to assess the factors associated with website success increases as well. This paper reviewed the most recent evaluation criteria methods, which were used in different e-business services. Furthermore, it proposes general criteria for evaluating the quality of any website regardless of the type of service that it offers. The dimensions of the criteria are content quality, design quality, organization quality, and user-friendly quality. These dimensions together with their comprehensive indicators and checklist can be used by web designers and developers to create quality websites to improve the electronic service and then the image of any organization on the Internet.
Evaluating the performance of business Web sites has been a constant concern of researchers in different fields. This article presents an approach that contributes to the development of a methodology to assist researchers, developers and managers to establish criteria to evaluate and build digital business environments. Based on a multiple case study in three large banks in Brazil, this article proposes and tests a model of three dimensions to evaluate virtual business environments from the user's point of view: functionality, evaluates the offered services profile; reliability, investigates the security of a transactional site; and usability evaluates the quality of user interaction with the site. 1. Internet banking in Brazil Internet banking has been reported as the most important innovation for banking services deployment of the last years. In Brazil, like other countries, Internet banking has grown very fast. Since the early adopters in 1996, banks offering Internet banking services jumped from only 9 banks in 1997 to 75 banks in 2003 (Diniz 2004). These numbers are even more impressive if one considers that these banks represented 83% of the total assets of the whole banking system of the country at that time. In terms of transactions, Internet banking has kept the highest growth rate among all of the banking channels. Between 1998 and 2002, while the whole banking system had increased 20% a year in the total number of transactions, the ones made through the Internet had a growth rate of 180% a year. The figures (CIAB 2003) also show that Internet banking transactions represented more than 10% of all banking transactions in Brazil, in 2002. In order to make a comparison, ATMs, the most used channel for transactions, held at the time something around 30% of the total number of transactions.
Nowadays, banks get an opportunity of serving to their customers without the restriction of location and time, thanks to internet. But some customers still do not use it, because of different reasons. In order to understand this problem a structural equation model of Internet banking use in Dokuz Eylul University's academicians was developed. A survey instrument was used to gather data to estimate the proposed research model. The results show that “Benefits of Internet Banking”, “Communication” and “Convenience” significantly influence customers' Internet banking use. Overall, the model helps to increase our understanding of how these factors interact to influence Internet banking use, which can help in the design of Internet banking.
Internet banking adoption is one area that has received attention from scholars. The extant studies have mainly used technology acceptance models and behavioural theories which do not account for changes in human behaviour. This study seeks to ascertain the determinants of Internet banking adoption intentions using the social cognitive theory, which accounts for changes in human behaviour. The study selected the sample from bank customers in Ghana through an intercept approach using structured questionnaires. A two stage-approach of confirmatory factor analysis and a structural equation modelling were used in analysing the data. The findings show that websites' social feature, trust, compatibility with lifestyle and online customer services have a significant effect on customers' intentions to adopt Internet banking. However, ease of use did not have a significant relationship with customers' intentions to adopt Internet banking. The significance of the study as well as recommendations for theory, practice and future studies have been discussed.
The European Union has long sought to create a single financial area across Europe where consumers in one country benefit from financial markets and activities in other countries. With the emergence of the Internet as a platform for the provision of online banking services, the creation of a pan-European market for banking services appeared a realistic proposition. In practice, however, this has not happened. This book asks why and argues that the creation of banking markets via the Internet relies on both available technologies and appropriate laws and regulations. The institutional and legal framework for online banking services in the single European market are examined, as is the level of legal harmonization achieved in the UK, France and Germany under the influence of the EU Directives pertaining to online banking activities. © Cambridge University Press, 2009 and Apostolos Gkoutzinis 2006. All rights reserved.
In the Internet era, through the web, and access to content, products and services has evolved in a spectacular way. At the same time, different business models have been developed for access and consumption. Many of these business models are based on making a payment via the web. The use of electronic payments in the web is a complex issue since it involves the support of multiple payment instruments, the secure exchange of payment information, receipts, and so on. A proposed solution approach to web payments is the development of a web payment framework based on a layered approach. This article analyzes the functionality this framework should provide, what solutions may be used, and what issues still need to be addressed so that a web payment framework can make e-payments more widespread.
Purpose
– To describe the efforts by the Georgia Institute of Technology Library to keep its website relevant and current by incorporating user testing, both outsourced and in‐house.
Design/methodology/approach
– A chronological history of the Library's web presence with a discussion of how user testing was conducted with a vendor and how future testing will be conducted by the Library itself.
Findings
– Illustrates issues the Georgia Institute of Technology Library has faced in regards to its website in the past, and future plans to test the site to maintain currency and strive to meet the users' needs.
Originality/value
– This paper offers practical information for undertaking usability testing of a library website.
An experimental task is carried out in which participants rank e-tailers described in terms of five attributes (reputation of retailer, site usability, security, delivery, and customer support). Conjoint models estimated at the individual level reveal that the most important attribute to perceptions of e-tailer quality is security, followed by site usability and reputation of retailer. Agglomerate hierarchical clustering, based upon the relative importance of attributes to participants, is used to group individuals into different segments. A profile for each segment is provided in terms of demographic and behavioral customer characteristics.
The aim of this study is to determine the factors affecting blue-collar workers’ intention to use a web-based learning system in the preimplementation phase in the automotive industry. For that purpose an extended technology acceptance model (TAM) is proposed, which included factors such as image, perceived content quality, and perceived system quality as additions to the basic model. Data collected from 546 blue-collar workers were used to test the proposed research model by using Linear Structural Relations software LISREL, Version 8.54. The findings of the study indicate that perceived usefulness is the strongest predictor of behavioral intention to use a web-based learning system. In addition, a high proportion of perceived usefulness is explained by perceived content quality, and perceived ease of use is explained by perceived system quality and anxiety.
This paper explores the factors which may affect customers' choices for online shopping, and thus help online food sellers innovate. A theoretical framework based on technology acceptance model was developed for this sector. A survey instrument was used to validate the framework. We found that the most important factors affecting online food shopping are: the speed of the website, fast response time on online services and kindness and quality of the personnel. Contrary to our estimations, some extra features such as a dietician support for menus, a list of nutritive values for every meal and displaying the ingredients of the meal were found unnecessary by the customers who buy food through online services.
The use of online systems is emerging very rapidly in developing countries. Internet technology becomes the vital part of every business. This study aims to investigate the acceptance rate of an online system by the user to make their transactions online through the internet. This study is based on technology acceptance model (TAM) and proposed a new model for the online system acceptance. The perceived ease of time is a new additive variable in the existing TAM. The research design was based on a survey approach with a sample of 252 users from airline and banking sectors of Pakistan. A questionnaire was administered to collect data from various banks and airlines. The results of this study revealed that perceived ease of time and all independent variables have the significant effect on user acceptance of an online system.
This article aims to analyze the impact of recovery on loyalty in the context of a service chain characterized by the e-quality–perceived value–loyalty relationship. A sample of 91 out of 1,201 respondents claimed to have had service problems with an online travel agency website. A causal model to test relationships was performed using structural equations modeling, and it was found that data fit with the proposed model. The really important point to retaining customers is quality. It is not so clear that the recovery effort might affect loyalty. Our findings underpin some previous stream of literature confirming that recovery does not always affect loyalty. Although the literature has not reached a consensus in this topic, we add new elements in this debate.
As the general and working populations age in most developed nations, the study of website usability for older adults is becoming increasingly relevant. Website usability is concerned with both utilitarian (i.e. functional) and hedonic (i.e. pleasure-related) aspects. A new website usability model is proposed that considers the effects of age on website usability through cognitive antecedents that are most relevant to age-related effects. Specifically, spatial ability is the declining cognitive skill of particular interest in this research. A laboratory experiment was conducted where younger and older participants interacted with an experimental website. The results suggest that age has a pronounced impact on performance as a mediated effect through declining levels spatial ability and mental model accuracy as well as through a direct effect suggesting the presence of other objective and subjective changes associated with aging that could impact performance. Perceived disorientation was also examined within the proposed website usability model, revealing both expected and surprising findings.
Extending research on the technology acceptance model TAM, this paper develops an extended model of TAM, which besides TAM's original predictors of perceived usefulness PU and perceived ease of use PEOU, includes trust TR as an additional belief factor to predict the behavioural intention BI to use an online banking information system OBIS. The model was tested on a sample of 353 internet users in Pakistan. Using structural equation modelling with AMOS data analysis showed that all the proposed paths were significant and the model explained 44.7% of the variance in BI. As per expectation, highly significant paths were observed between the additional new factor of trust and the PU, followed by PU and BI. These findings suggest that inclusion of an additional factor within TAM extends its capability and validity to predict the individual's acceptance behaviour towards OBIS.
Information systems (IS) research has traditionally been concerned with the problem of how the penetration of information technology (IT) into organisations can be understood and explained. The research is an attempt to understand the factors that influence the process of penetration of IT in organisations. Penetration is viewed as an interlinked process of adoption wherein a technology is selected for use by a chosen few; and diffusion wherein the usage behaviour spreads among the members of the target community. A model of IT penetration is developed and then simulated under various constructed scenarios. Study results are expected to assist managers to better analyse different usage scenarios and speed up the penetration of a new system within the organisation. This in turn would contribute to overall organisational imperatives.
This article aims to investigate how regulatory fit can improve e-satisfaction and e-loyalty and strengthen the links between e-satisfaction and both its antecedents (two technology acceptance model factors and the perceived quality of e-shopping) and consequence (e-loyalty). The research model and hypotheses are constructed through a literature review. An empirical study is performed to test the proposed research model, using survey research. The data are gathered via a questionnaire, which is developed on the basis of prior empirical studies. Results from this study point to the following: first, the two technology acceptance model factors and the perceived quality of e-shopping significantly affect e-satisfaction, which in turn e-loyalty. Second, regulatory fit not only improves e-satisfaction and e-loyalty but also strengthens the links between e-satisfaction and both its antecedents and consequence. On the basis of these findings, the implications are discussed and directions for future research are highlighted.
The globalization of economic activities has led multinational business-to-business (B2B) firms to use their corporate web sites extensively to communicate with their stakeholders. Using a field study of 368 business customers, this paper examines three factors of information that influence corporate web sites' effectiveness in a B2B context and whether these factors differ by web site user's national origin. Results indicate that informativeness of a corporate web site is important for both North American and European visitors. Quality of information is important for European users but not an important aspect for North American users. Usability is the most important factor for North American users but it is not important for European users. Implications of these results are discussed for managerial practices and further research.
Rapid advances in mobile technologies and devices have made mobile banking increasingly important in mobile commerce and financial services. Using innovation diffusion theory and knowledge-based trust literature, this study develops a research model to examine the effect of innovation attributes (perceived relative advantage, ease of use and compatibility) and knowledge-based trust (perceived competence, benevolence and integrity) on attitude and behavioral intention about adopting (or continuing to use) mobile banking across potential and repeat customers. Based on a survey of 368 participants (177 for potential customers and 191 for repeat customers), this study uses a structural equation modeling approach to investigate the research model. The results indicate that perceived relative advantage, ease of use, compatibility, competence and integrity significantly influence attitude, which in turn lead to behavioral intention to adopt (or continue-to-use) mobile banking. Additionally, by using multi-group analysis with t-statistics, the results found that the antecedents of attitude toward mobile banking differ between potential and repeat customers. The implications for research and practice and future research directions are discussed.
Online trust is an important issue in e-commerce. Recent research has indicated that online trust, or the absence of online trust, is a key inhibitor in an individual consumer's acceptance of e-commerce. In an uncertain and complex environment such as e-commerce, online trust is an important mechanism for consumers to reduce uncertainty. Uncertainty inhibits these individuals from making online purchases and becoming loyal customers of e-commerce organizations. We developed and tested a model of online trust that addresses the major sources of e-commerce uncertainty and consumer loyalty. We found that website usability, expected product performance, security, and privacy collectively explained 70% of the variance in online trust. The strongest predictors were consecutively security, website usability, expected product performance, and privacy. We also found that online trust and privacy explain 50% variance in consumer loyalty.
Quantifies the factors affecting the adoption of Internet banking by Australian consumers. The sample for this survey was drawn from individual residents and business firms in Australia. Shows that security concerns and lack of awareness about Internet banking and its benefits stand out as being the obstacles to the adoption of Internet banking in Australia. Suggests some of the ways to address these impediments. Further suggests that delivery of financial services over the Internet should be a part of overall customer service and distribution strategy. These measures could help in rapid migration of customers to Internet banking, resulting in considerable savings in operating costs for banks.
Purpose
This research aims to investigate the relative importance of five key criteria in assessing web usability. These criteria are navigation, download speed, personalization, ease of use, and accessibility. It is believed that these factors play a significant role in assessing web usability.
Design/methodology/approach
This study utilized a scenario‐based, multi‐criteria decision‐making approach. The method (policy capturing) utilizes multiple scenarios to determine the relative importance of the criteria of interest. Based on the responses to these scenarios (assessing web usability), linear regressions, and Tukey's honestly significant differences were utilized to determine the relative importance of the five web usability criteria.
Findings
The research indicated that, as expected, ease of use was the criteria that the respondents considered most important in assessing web usability. Interestingly, personalization and customization was consistently reported as the least important criteria. It was also found that males and females view these web usability criteria differently.
Practical implications
The findings from this study have practical implications for web site designers.
Originality/value
The results indicate that less effort/resources should be devoted to personalization and customization, and more in making sure that web sites are easy to use and have clear navigation capabilities.
Purpose
The purpose of this paper is to compare and evaluate the internet banking services of Turkey and the UK.
Design/methodology/approach
The paper is based on an exploratory research for a sample of nine banks from each country, a web survey is conducted to collect data for each internet bank using an analytical framework based on a three dimensional model.
Findings
It is found that Turkish banks offer a wider range of services from their internet branches compared to British banks, despite the fact that the UK has a more favourable environment for internet banking in terms of the level of sophistication of its banking sector and technological infrastructure. Furthermore, a key difference is observed in the approaches of banks towards the issue of “security”.
Research limitations/implications
The findings of this paper are reached by the use of a simplified model that only focuses on the transaction side of internet banking. Therefore, further research could encompass other aspects from the provider's perspective of the internet banking environment within a refined model.
Practical implications
The paper suggests that there is a fundamental difference in the banks' approaches to dealing with security problems and insights can be gained from cross‐country peer group analysis. Furthermore, the study assists researchers and practitioners to evaluate and build upon their e‐business provision.
Originality/value
The paper is the first of its kind, that the authors are aware of, to conduct a cross‐country analysis of internet banking services.
Despite the rapid increase of Internet users and cited benefits of using Internet banking, the number of Internet banking users has not risen as strongly as expected. In order to understand this problem, it is critical to understand how customers’ personalities and perceptions influence Internet banking use. In this study, a quantitative model of Internet banking use was developed, which incorporates four dimensions, namely, (1) openness toward advanced technology as an individual personality dimension, (2) website usability, including perceived usefulness and ease of use, (3) perceived security concern, and (4) green concern for conserving nature resources as the social influence dimension. The study investigates the moderating effect between these dimensions on Internet banking use. A survey instrument was used to gather data to estimate the proposed research model. The results show that openness, website usability, and perceived security concern significantly influence customers’ Internet banking use. In terms of moderating effects, all dimensions play an important role as a moderator on the relation between other dimensions and Internet banking use. Overall, the model helps to increase our understanding of how these dimensions interact to influence Internet banking use, which can help in the design of Internet banking and other e-channel systems.
Purpose
– This research aims to build on recent advances in services marketing theory to propose and evaluate empirically a model of online customer satisfaction and its key antecedent and consequent constructs. This research also aims to establish the role of attribution and disconfirmation within this context.
Design/methodology/approach
– An online survey is utilized to collect data and the proposed theoretical model is estimated using structural equation modeling via the AMOS software.
Findings
– The findings indicate that perceived value may both directly and indirectly (via disconfirmation) affect not just satisfaction, but it may also indirectly affect attribution via disconfirmation.
Originality/value
– This research contributes to extant literature via further extending theory related to customer satisfaction in the online environment. For example, one major contribution of the study pertains to illustrating the role of perceived value in affecting an online shopper's satisfaction. Since satisfaction and attribution further influence website loyalty and repurchase intentions, websites that desire long‐term customer loyalty and resultant success must ensure that customers perceive their website to provide them with great value. Such companies must also strive to establish systems to ensure that all the company's marketing activities and practices are geared toward ensuring that customers consistently perceive good value. Other ways in which the current study provides significant value to extant research is by exploring the role of attribution and disconfirmation in the online context.
Although e-commerce is evolving at an incredible speed, asymmetric information and opportunism have increased online purchasing risks and market inefficiencies. The lack of face-to-face contact and the inability of the customer to touch and feel tangible products necessitate that online business must provide customers with reliable information and convince customers of their trustworthiness. While the research on Third-Party Assurance Seals (TPAS) is not new, the effectiveness of TPAS has not been persuasively addressed by empirical studies. Our study is different from previous efforts in that it is comprehensive because it combines consumer trust, perceived risk, and influences of TPAS in the B2C e-commerce context. The results of the study show that (1) the effects of TPAS on perceived risk are channeled through perceived trustworthiness, thus demonstrating the mediating role of perceived trustworthiness in B2C e-commerce, (2) perceived risk, perceived usefulness of website, and subjective norm appear to be significant predictors of intention to purchase from the website, (3) a third-party assurance seal strongly affects online shoppers' perceived trustworthiness toward online retailers, while the seal appears to have little effect on perceived risk directly; perceived risk is strongly associated with intention to purchase from the website.
The objective of this research was to develop a short, reliable, and valid perceived website usability measurement scale. A sample of 350 participants was used to collect the necessary data. Exploratory and confirmatory factor analyses were performed to purify the proposed scale. Analysis indicated that the proposed multi-dimensional usability scale is reliable and shows evidence of construct and predictive validity. Academic and managerial implications were discussed.
Purpose
The purpose of this paper is to present the development of a methodology to evaluate suppliers using portfolio analysis based on the analytical network process (ANP) and environmental factors.
Design/methodology/approach
The authors develop a three‐step process, first by evaluating influence/power and performance scores of suppliers using ANP. They include environmental dimensions in this analysis, then map these suppliers onto a portfolio grid. Recommendations are also made on how to manage suppliers depending on what part of the portfolio they appear based on the scores.
Findings
The technique is useful and versatile. The paper clearly discerns various characteristics of the suppliers and produced recommendations on supplier management for an exemplary case scenario.
Research limitations/implications
The technique was applied for an illustrative example. Validation and application in a real world setting is required. There are many additional opportunities to further integrate other modeling tools into this process.
Practical implications
Managers can use this technique to help them more effectively deal with suppliers. The portfolio is a good tool for operational and strategic management of suppliers.
Originality/value
This tool is the first to apply ANP to supplier portfolio analysis. It is also the first tool to integrate and apply the portfolio supplier management approach to an environmentally oriented decision environment.
In complex, ad hoc constituted situations, people with different intentions, experiences, and expertise need or want to cooperate to cope with the domain-specific challenges they face. These situations can occur in both a professional and a leisure-life context. Cooperative systems providing enhanced interaction facilities in the user interface (e. g., direct manipulation techniques) could substantially support cooperation especially for geographically distributed cooperating participants. In many cases, sensitive information has to be shared in a common workspace requiring different handling procedures according to the different types of participants involved in these ad hoc processes. This article proposes the use of a common, multilaterally secure distributed user interface to support collaboration for distributed groups of process participants. The system combines a collaborative multipointer system with an anonymous credential security system to provide users with an easy way to share and access information securely, ensuring the privacy of sensitive information communicated in the course of ad hoc processes. Various scenarios representing contrary use cases from three different projects are introduced to derive typical requirements and to show the generality of the proposed system and its core components.
The aim of this study is to assess how consumer involvement and service quality within the Technology Acceptance Model (TAM) influence consumers' adoption of self-service technologies (SSTs). A model is proposed to test the antecedent factors of SSTs in a retail environment. A total of 441 valid questionnaires were received, and the data were examined by using structural equation modeling (SEM). The findings show that consumer involvement has a significant positive effect on attitude toward SSTs. In addition, service quality plays an important role by significantly moderating the influence of intention to use SSTs on consumer behavior. The key objective of this study is to analyze the role that consumer involvement and service quality play in influencing the adoption of SSTs. Future research could classify the different levels of involvement and types of SSTs to confirm and extend our framework. Despite the increasing popularity of SSTs, few studies have to date examined the topic of technology acceptance in combination with user involvement. This study extends the original TAM and explains the conditions required for successful user involvement and service quality in consumers' adoption of SSTs. This study makes an original contribution by proposing a strategic model for a successful implementation of SSTs. © 2011 Wiley Periodicals, Inc.
This paper describes results of a usability study of contrasting user-interface designs for Internet Banking (eBanking). Two specific interface metaphors were compared in the first experiment, linear form filling and array editing interaction modes. Terminology in the interaction dialogue was compared in the second experiment, using typical banking language and a generic, plain language interface. This research aimed to perform usability evaluation and comparison of the alternative interface designs to illuminate the development of new eBanking services. This research involved sixty-one participants (Internet users and customers of the involved Bank) exploring the designs in controlled experiments involving hands-on experience. Banks are interested in ensuring their eBanking services are highly customer-centric and that the interface matches customer expectations in order to drive customers towards this lower cost channel. The results of the first experiment (N=32, where N indicates the number of participants in the cohort) concluded that the simple form-filling metaphor, taken from the traditional paper-based procedure, was generally more usable than a Spreadsheet metaphor. In the second experiment (N=29), it was found that although banking terminology was not completely understood across the cohort, the instructional language changes did not impact significantly on usability.
This study investigates how customers perceive and adopt internet banking (IB) in Hong Kong. We developed a theoretical model based on the Technology Acceptance Model (TAM) with an added construct Perceived Web Security, and empirically tested its ability in predicting customers' behavioral intention of adopting IB. We designed a questionnaire and used it to survey a randomly selected sample of customers of IB from the Yellow Pages, and obtained 203 usable responses. We analyzed the data using Structured Equation Modeling (SEM) to evaluate the strength of the hypothesized relationships, if any, among the constructs, which include Perceived Ease of Use and Perceived Web Security as independent variables, Perceived Usefulness and Attitude as intervening variables, and Intention to Use as the dependent variable. The results provide support of the extended TAM model and confirm its robustness in predicting customers' intention of adoption of IB. This study contributes to the literature by formulating and validating TAM to predict IB adoption, and its findings provide useful information for bank management in formulating IB marketing strategies.
The current Internet Banking (eBanking) marketplace is highly functionally convergent. Electronic statement (eStatement) functionality
is an area of potential competitive advantage. This paper describes an experiment in which a group of bank customers (N = 182) undertook information retrieval tasks using three variants of eStatements functionality incorporated into a working
eBanking prototype. The experiment examined how the eStatements service design could influence a customer’s desire to switch
from paper statements to online delivery. Three different levels of functionality were assessed for usability and for their
impact on the customer’s willingness to switch from paper to eStatements. The methodology of the experimental approach utilised
in this research is described. The results provide detailed data to inform the interface design and business case for eStatements.
Usability and propensity to switch away from paper were significantly correlated. The data confirm that provision of a functionally
sophisticated search engine offers high usability perceptions and scope for significant levels of switching from paper to
online statements with associated costs savings.
Previous research in software ergonomics has indicated the importance of evaluating the usability of computer user interfaces. This paper presents a quantitative basis for selecting from among multiple alternative interfaces relative to multiple criteria of usability concern. The proposed model consists of two main phases: the prescreening phase and the evaluation phase. The prescreening phase involves expert judgment-based assessment with qualitative criteria. The first phase uses absolute measurement analytic hierarchy process (AHP) to filter possible alternative interfaces to a reasonable subset. The evaluation phase involves user-based assessment such as user testing, with quantitative criteria. The objective of the second phase is to evaluate a subset of alternatives using objective measures and to select the best alternative. A set of criteria and measures for evaluating the usability of computer software designs is presented. The proposed methodology is demonstrated in the interface design of a database system used to analyze trip cases information of nuclear power plant.Relevance to industryThere is currently a focus on the usability of interactive computer software. Software developers, interface designers or human factors engineers often confront the task of comparative evaluation among systems, versions or interface designs. The proposed methodology provides practitioners with a structured approach to select the best interface based on usability criteria and measures.
As the consumer electronic products become complicated, multi-functional, and intelligent, usability also becomes major issues for product designers. Although a wide variety of usability evaluation methods have been developed and applied, most methods focus on finding usability problems and comparing usability between products in terms of performance and preference. This limitation leads to the need for a new methodology for estimating the level of usability in a quantitative and objective manner. In this study, a usability index was defined as a normalized value representing the level of usability of a product. In addition, a methodology for developing a usability index of consumer electronic products was proposed. The methodology consists of classifying usability dimensions, developing usability measures, and building usability index models. A case study on digital videodisc players was conducted to demonstrate the usefulness of the proposed methodology. The results showed that there existed a high correlation between the usability index and the subjective rating score. Providing a quantitative index to estimate the level of usability is a new approach in usability evaluation.Relevance to industryThe proposed methodology can be applied to design phases to check the usability of prototypes when usability measures are identified. In addition, this methodology can also be applied to a finished product to provide a usability level in the form of a quantitative index.
Evidence shows that integrated development environments (IDEs) are too often functionality-oriented and difficult to use, learn, and master. This article describes challenges in the design of usable IDEs and in the evaluation of the usability of such tools. It also presents the results of three different empirical studies of IDE usability. Different methods are sequentially applied across the empirical studies in order to identify increasingly specific kinds of usability problems that developers face in their use of IDEs. The results of these studies suggest several problems in IDE user interfaces with the representation of functionalities and artifacts, such as reusable program components. We conclude by making recommendations for the design of IDE user interfaces with better affordances, which may ameliorate some of most serious usability problems and help to create more human-centric software development environments.