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Usability evaluation of online banking for eldery user / Mohd Shafiz Ahmad

The number of Internet users in Malaysia is larger than the number those who do online banking. This shows that there is an issue in online banking adoption among Malaysian especially elderly. Previous study had identified that the adoption issue was caused by the users' behaviour toward online...

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Main Author: Ahmad, Mohd Shafiz
Format: Thesis
Language:English
Published: 2014
Online Access:https://ir.uitm.edu.my/id/eprint/63675/1/63675.pdf
https://ir.uitm.edu.my/id/eprint/63675/
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spelling my.uitm.ir.636752024-03-25T07:57:54Z https://ir.uitm.edu.my/id/eprint/63675/ Usability evaluation of online banking for eldery user / Mohd Shafiz Ahmad Ahmad, Mohd Shafiz The number of Internet users in Malaysia is larger than the number those who do online banking. This shows that there is an issue in online banking adoption among Malaysian especially elderly. Previous study had identified that the adoption issue was caused by the users' behaviour toward online banking which can be significantly affected by user satisfaction. This study is to evaluate the level of elderly satisfaction and usability of online banking, www.maybank2u.com.my, Malaysia's premier online banking site was chosen as object of study to observe online banking users' behaviour and satisfaction. Kano model was used as the framework of this study to evaluate elderly satisfaction. A survey was performed which resulted in a total of 20 respondents. The findings of this study revealed some behaviour of Malaysian elderly towards online banking when using www.maybank2u.com.my. Majority of them used www.maybank2u.com.my to do bill payment and most probably preferred to make the purchase in-store. Those who do made purchases at maybank2u.com.my consists of 85% male and only 15% female which proved that there is gender difference in online shopping adoption. However, the level of satisfaction between genders did not have significant difference. Elderly satisfaction was proved to have a positive relationship with the number of transaction made. This showed that familiarity with the website improves confidence and adoption in online banking. This showed that the level of elderly satisfaction was low when using Lelong.com.my. The final part of the study was to identify areas for future improvement to increase customer satisfaction. Web interface design, elderly health was identified as the weakest part of the site's online service quality. Some recommendations were made to improve elderly satisfaction based on the respondents' comments toward the website. This study was able to shed light in the reality of Malaysian customers' behavior and satisfaction in online banking. 2014 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/63675/1/63675.pdf Usability evaluation of online banking for eldery user / Mohd Shafiz Ahmad. (2014) Masters thesis, thesis, Universiti Teknologi MARA (UiTM).
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
description The number of Internet users in Malaysia is larger than the number those who do online banking. This shows that there is an issue in online banking adoption among Malaysian especially elderly. Previous study had identified that the adoption issue was caused by the users' behaviour toward online banking which can be significantly affected by user satisfaction. This study is to evaluate the level of elderly satisfaction and usability of online banking, www.maybank2u.com.my, Malaysia's premier online banking site was chosen as object of study to observe online banking users' behaviour and satisfaction. Kano model was used as the framework of this study to evaluate elderly satisfaction. A survey was performed which resulted in a total of 20 respondents. The findings of this study revealed some behaviour of Malaysian elderly towards online banking when using www.maybank2u.com.my. Majority of them used www.maybank2u.com.my to do bill payment and most probably preferred to make the purchase in-store. Those who do made purchases at maybank2u.com.my consists of 85% male and only 15% female which proved that there is gender difference in online shopping adoption. However, the level of satisfaction between genders did not have significant difference. Elderly satisfaction was proved to have a positive relationship with the number of transaction made. This showed that familiarity with the website improves confidence and adoption in online banking. This showed that the level of elderly satisfaction was low when using Lelong.com.my. The final part of the study was to identify areas for future improvement to increase customer satisfaction. Web interface design, elderly health was identified as the weakest part of the site's online service quality. Some recommendations were made to improve elderly satisfaction based on the respondents' comments toward the website. This study was able to shed light in the reality of Malaysian customers' behavior and satisfaction in online banking.
format Thesis
author Ahmad, Mohd Shafiz
spellingShingle Ahmad, Mohd Shafiz
Usability evaluation of online banking for eldery user / Mohd Shafiz Ahmad
author_facet Ahmad, Mohd Shafiz
author_sort Ahmad, Mohd Shafiz
title Usability evaluation of online banking for eldery user / Mohd Shafiz Ahmad
title_short Usability evaluation of online banking for eldery user / Mohd Shafiz Ahmad
title_full Usability evaluation of online banking for eldery user / Mohd Shafiz Ahmad
title_fullStr Usability evaluation of online banking for eldery user / Mohd Shafiz Ahmad
title_full_unstemmed Usability evaluation of online banking for eldery user / Mohd Shafiz Ahmad
title_sort usability evaluation of online banking for eldery user / mohd shafiz ahmad
publishDate 2014
url https://ir.uitm.edu.my/id/eprint/63675/1/63675.pdf
https://ir.uitm.edu.my/id/eprint/63675/
_version_ 1794641561119621120
score 13.211869

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