Factors of user interface design that influence usage of e-banking websites.
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Date
2016
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Abstract
The aim of this research is to investigate factors of users’ interface design that influence the usage of e-banking websites in South Africa. The advent of electronic banking (e-banking) has brought about a change in which both the banking institution and customers do their transactions. In most cases, customers are no longer required to be at the physical premises of banking institutions to receive some services as banking institutions’ online presence has become as important as their physical location. Therefore, the study onto the usage of e-banking websites warrants a systematic approach that compares customers’ perceptions of e-banking websites against what banking institutions are actually offering through such medium. A literature search reveals that there are a number of studies that deals with IT adoption factors pertaining to user’s perception, perceived ease of use and usability of information systems for business-related purposes. This research specifically analyses how the current e-banking websites is aligned with the 7Cs of E-Commerce customer interface theoretical framework (Rayport and Jaworski, 2000), how users perceive the current user interface design of the banking websites and also how the perception of the user matches the theoretical framework constructs. A 10-factor checklist was designed to compare the various design elements of the different South African banks’ websites, specifically the elements that pertain to user interface design. The Technology Acceptance Model (TAM) was also adopted in this study to ascertain the relationship between the 7 theoretical framework constructs and Perceived Ease of Use (PEOU) and Perceived Usefulness of banking websites. The research adopted a quantitative methodology which involves the use of questionnaire as the instrument for data collection. Findings reveal that elements of the 7Cs framework and TAM help in the designing of the user interface and if present they help the customer to be more at ease with the website. This subsequently leads to customer satisfaction. It was also found that there were some elements of the 7Cs of e-Commerce Customer Interface framework that were under-represented, and in some cases left out altogether, when the design of some of the e-banking websites was being done. This in turn led to some of the features needed by customers not being available. The insight offered therein, will hopefully, contribute substantially to the overall user satisfaction in the complex and challenging world of e-commerce.
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Master of Commerce in Information Systems and Technology. University of KwaZulu-Natal, Durban 2016.