Advertisement

Abstract

A variety of factors impact customer take-up of and satisfaction with e-commerce platforms. Aspects of functionality, usability, security and customer service are considered key determinants of perceived service quality. The study examines e-banking platforms in the United Arab Emirates using survey and expert evaluation. The evaluation has identified the platforms that were considered better overall and highlighted areas for improvement. The paper reflects on the usefulness of the methods employed in the evaluation and outlines issues for future work.

Keywords

Evaluating e-commerce e-banking case study survey and expert evaluations 

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    Basel Committee on Banking Supervision: Risk Management Principles for Electronic Banking. Bank for International Settlements (2001)Google Scholar
  2. 2.
    Batra, S., Bishu, R.R.: Web usability and evaluation: Issues and concerns. In: Aykin, N. (ed.) HCII 2007, Part I. LNCS, vol. 4559, pp. 243–249. Springer, Heidelberg (2007)CrossRefGoogle Scholar
  3. 3.
    Bauer, H.H., Hammerschmidt, M., Falk, T.: Measuring the quality of e-banking portals. International Journal of Bank Marketing 23(2), 153–175 (2005)CrossRefGoogle Scholar
  4. 4.
    Casalo, L.V., Flavian, C., Guinaliu, M.: The role of security, privacy, usability and reputation in the development of online banking. Online Information Review 31(5), 583–603 (2007)CrossRefGoogle Scholar
  5. 5.
    Davis, F.D.: Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 13(3), 319–340 (1989)CrossRefGoogle Scholar
  6. 6.
    Eriksson, K., Kerem, K., Nilsson, D.: Customer acceptance of Internet banking in Estonia. Int. J. of Bank Marketing 23(2), 200–216 (2005)CrossRefGoogle Scholar
  7. 7.
    Guru, B.K., et al.: Electronic Banking in Malaysia: A Note on Evolution of Services and Consumer Reactions (1999), http://www.arraydev.com/commerce/JIBC/0103_01.htm (accessed February 22, 2013)
  8. 8.
    Jayawardhena, C.: Measurement of service quality in Internet Banking: The Development of an Instrument. Journal of Marketing Management 20, 185–207 (2004)CrossRefGoogle Scholar
  9. 9.
    Laforet, S., Li, X.: Consumers’ attitudes towards online and mobile banking in China. Int. J. of Bank Marketing 23(5), 362–380 (2005)CrossRefGoogle Scholar
  10. 10.
    Liao, Z., Cheung, M.T.: Measuring Consumer Satisfaction in Internet Banking: A Core Framework. Communications of the ACM 51(4), 47–51 (2008)CrossRefGoogle Scholar
  11. 11.
    Nielsen, J.: Did Poor Usability Kill E-Commerce? (2001), http://www.useit.com/alertbox/20010819.html (accessed February 22, 2013)
  12. 12.
    Nielsen, J., Mack, R.L. (eds.): Usability inspection methods. Wiley, Chichester (1994)Google Scholar
  13. 13.
    Parasuraman, A.Z., et al.: A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing 49(4), 41–50 (1985)CrossRefGoogle Scholar
  14. 14.
    Rhodes, J.S.: Usability can save your company (2000), http://webword.com/moving/savecompany.html (accessed February 22, 2013)
  15. 15.
    Sadeghi, T., Hanzaee, K.H.: Customer satisfaction factors (CSFs) with online banking services in an Islamic Country. Journal of Islamic Marketing 1(3), 249–267 (2010)CrossRefGoogle Scholar
  16. 16.
    Sayar, C., Wolfe, S.: Internet banking market performance: Turkey versus the UK. Int. Journal of Bank Marketing 25(3), 122–141 (2007)CrossRefGoogle Scholar
  17. 17.
    Schlosser, A.E., et al.: Converting web site visitors into buyers: How web site investment increases consumer trusting beliefs and online purchase intentions. Journal of Marketing 70, 133–148 (2006)CrossRefGoogle Scholar
  18. 18.
    Soufi, B., Maguire, M.: Personal Internet banking – a UAE case study. In: Kommers, P., Isaias, P. (eds.) Proceedings of IADIS e-Society 2010, pp. 315–321 (2010)Google Scholar
  19. 19.
    Southard, P.B., Siau, K.: A Survey of Online E-Banking Retail Initiatives. Communications of the ACM 47(10), 99–102 (2004)CrossRefGoogle Scholar
  20. 20.
    Tan, W., Liu, D., Bishu, R.: Web evaluation: Heuristic evaluation vs. user testing. Int. J. of Industrial Ergonomics 39(4), 621–627Google Scholar
  21. 21.
  22. 22.
    United Nations Development Programme: Human Development Report - HDI Rankings (2011), http://hdr.undp.org/en/statistics/ (accessed February 22, 2013)
  23. 23.
    UsabilityNet: The business case for usability (2003), http://www.usabilitynet.org/management/c_business.htm (accessed February 22, 2013)
  24. 24.
    Wang, Y.Y.M., Lin, H., Tang, T.I.: Determinants of user acceptance of Internet banking: an empirical study. Int. J. of Service Industry Management 14(5), 501–519 (2003)CrossRefGoogle Scholar
  25. 25.
    Wei, K.K., Nair, M.: The effects of customer service management on business performance in Malaysian banking industry: an empirical analysis. Asia Pacific Journal of Marketing and Logistics 18(2), 111–128 (2006)CrossRefGoogle Scholar
  26. 26.
    Williams, K., Richardson, N.: Online Banking: Are You Ready? Black Enterprise 35(12), 93–99 (2005), http://www.blackenterprise.com/mag/online-banking-are-you-ready/ (accessed February 22, 2013)
  27. 27.
    World Bank: Data (2011), http://data.worldbank.org/country/united-arab-emirates (accessed February 22, 2013)
  28. 28.
    Yap, K.B.: Offline and online banking – where to draw the line when building trust in e-banking? International Journal of Bank Marketing 28(1), 27–46 (2010)CrossRefGoogle Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  • Basil Soufi
    • 1
  1. 1.Hamdan Bin Mohammed e-UniversityDubaiUAE

Personalised recommendations