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Title:
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PERSONAL INTERNET BANKING A UAE CASE STUDY |
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Author(s):
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Basil Soufi , Martin Maguire |
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ISBN:
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978-972-8939-07-6 |
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Editors:
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Piet Kommers and Pedro Isaías |
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Year:
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2010 |
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Edition:
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Single |
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Keywords:
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E-banking, UAE case study, trust and service quality, usability, qualitative evaluation framework. |
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Type:
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Full Paper |
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First Page:
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315 |
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Last Page:
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321 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Online banking or e-banking is one of the most rapidly developing services within the e-society. It offers potential benefits of convenience, cost savings, accessibility and flexibility for both customers and banking organizations. Yet barriers to take-up still exist especially in countries with diverse populations in terms of experience with IT and different cultural backgrounds. Take-up can, through the technology acceptance model, be related to many factors including appropriate functionality, usability, security and privacy, and customer service. This paper reports on a case study of 4 e-banking platforms in the United Arab Emirates (UAE) which uses these determinants of service quality as a means to evaluate them. The results showed that all four banks have achieved a certain quality level for all their online services based on everyday banking functions, yet this is uneven particularly in terms of usability and security which directly affect customer trust and acceptance. As with all interactive systems, more consideration should be given to user-centered design and user participation, if high quality user experiences are to be created across the whole population. |
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