CUSTOMERS PERCEPTION ON LOCAL BANKING WEBSITE DESIGN COMPARED WITH FOREIGN BANKING WEBSITE THROUGH COMPUTER NETWORKING

Masturina binti Mohamed Sabib Thamil Arasu a/l Veavandapan Sim Liew Fong

Department of Information Technology , Management & Science Universiti , Malaysia School of Computing Sciences,Management& Science Universiti, Malaysia e-mail:rina8771@yahoo.com ,ars_thamil@yahoo.com,lfsim@msu.edu.my

ABSTRACT Ecommerce websites have become customized in terms of its features and elements based on the nature of business and target audience. Different types of web page elements constitute in formation of a perfect looking and functional ecommerce website design. Website maintenance is important, because no website is static in nature like a printed material. This study measure customers perception and the important features of banking website design. This study does provide a comparison of local banking website design with foreign banking website design but these studies do not identify Web site design features that contribute to consumer satisfaction or dissatisfaction, address different quality expectations, nor do they provide any insight into whether some features are perceived as more important than others by the users. Furthermore the study measures some important features of websites design.[4] Where this study conducted by using Computer Networking which is a collection of computers and devices interconnected by communications channels that facilitate communications and allows sharing of resources and information among interconnected devices. Those are used in computer networking such as search engine, ease of use, security, content and navigation. Keywords: E-commerce, Computer Networking 1. INTRODUCTION

they use has recently become more important. Few current web usability studies are based on either theoretical frameworks or empirical evidence (Conger & Mason 1998; Small 1998; Spool et al. 1999; Wilkinson et al. 1997). These studies do not identify Web site design features that contribute to consumer satisfaction or dissatisfaction, address different quality expectations, nor do they provide any insight into whether some features are perceived as more important than others by the users. [1] E-commerce is a great way of increasing sales and exposing your products and services to a global audience. There are various ways that you can accept payments online these include, bank transfers, credit cards, online checks, and so forth. E-commerce can be full of hidden fees and dangers such as having an unsecured web site that is allowing transaction information to be intercepted. Third party services such as PayPal allow webmasters large and small to setup an ecommerce site quickly and safely.[2] The major objective of this study is to explore and compare the web site design quality of Malaysian banking web site with foreign banking websites. 2. LITERATURE REVIEW

The purpose of this research is to explore consumer point of view to banking industry web sites design. Understanding consumers expectations and how they feel about the websites

Different uses of website a) Business-to-business Business-to-business (B2B) describes commerce transactions between businesses, such as between a manufacturer and a wholesaler, or between a wholesaler and a retailer. Contrasting terms are business-to-consumer (B2C) and business-togovernment (B2G).

The volume of B2B transactions is much higher than the volume of B2C transactions. The primary reason for this is that in a typical supply chain there will be many B2B transactions involving subcomponent or raw materials, and only one B2C transaction, specifically sale of the finished product to the end customer. b) Business-to-consumer Business-to-consumer (B2C), sometimes also called (Business-to-Customer) describes activities of businesses serving end consumers with products and/or services. An example of a B2C transaction would be a person buying a pair of shoes from a retailer. The transactions that led to the shoes being available for purchase, that is the purchase of the leather, laces, rubber, etc. as well as the sale of the shoe from the shoemaker to the retailer would be considered (B2B) transactions.[7] c) Business-to-government Business-to-government (B2G) is a derivative of B2B marketing and often referred to as a market definition of "public sector marketing" which encompasses marketing products and services to government agencies through integrated marketing communications techniques such as strategic public relations, branding, macron, advertising, and webbased communications.[7] B2G networks allow businesses to bid on government RFPs in a reverse auction fashion. Public sector organizations (PSO's) post tenders in the form of RFP's, RFI's, RFQ's etc. and suppliers respond to them. d) Consumer-to-consumer Consumer-to-consumer (C2C) (or citizen-tocitizen) electronic commerce involves the electronically-facilitated transactions between consumers through some third party. A common example is the online auction, in which a consumer posts an item for sale and other consumers bid to purchase it; the third party generally charges a flat fee or commission. The sites are only intermediaries, just there to match consumers. They do not have to check quality of the products being offered. Examples of C2C: EBay , Craigslist , Amazon.com This type of e-commerce is expected to increase in the future because it cuts out the costs of using another company.[5] An example on cited in Management Information Systems, is for someone having a garage sale to promote their sale via advertising transmitted to the GPS units of cars in

the area. This would potentially reach a larger audience than just posting signs around the neighborhood. e) Consumer-to-business Consumer-to-business (C2B) is an electronic commerce business model in which consumers (individuals) offer products and services to companies and the companies pay them. This business model is a complete reversal of traditional business model where companies offer goods and services to consumers (business-to-consumer B2C). This kind of economic relationship is qualified as an inverted business type. The advent of the C2B scheme is due to major changes: Connecting a large group of people to a bidirectional network has made this sort of commercial relationship possible. The large traditional media outlets are one direction relationship whereas the internet is bidirectional one. Decreased cost of technology: Individuals now have access to technologies that were once only available to large companies (digital printing and acquisition technology, high performance computer, powerful software) f) Business-to-employee Business-to-employee (B2E) electronic commerce uses an intrabusiness network which allows companies to provide products and/or services to their employees. Typically, companies use B2E networks to automate employee-related corporate processes. Examples of B2E applications include Online insurance policy management, Corporate announcement dissemination, Online supply requests, Special employee offers, Employee reporting.[7] g) Government-to-citizen Government-to-Citizen (abbreviated G2C) is the communication link between a government and private individuals or residents. Such G2C communication most often refers to that which takes place through Information Communication Technologies (or ICTs), but can also include direct mail and media campaigns. G2C can take place at the federal, state, and local levels. G2C stands in contrast to G2B, or Government-to-Business networks.

h)

Government-to-business

Government-to-Business (abbreviated G2B) is the online non-commercial interaction between local and central government and the commercial business sector, rather than private individuals (G2C). For example http://www.dti.gov.uk is a government web site where businesses can get information and advice on e-business 'best practice'. http://g2b.perm.ru is another example. i) Government-to-government

layouts throughout the site that will enhance the presentation of your content and that will enable the visitor quickly find the information they are looking for before they get annoyed and move on. Keep the graphics to a minimum and stay away from unnecessary scripts as a rule of the thumb. ii. Security

Government-to-Government (abbreviated G2G) is the online non-commercial interaction between Government organizations, departments, and authorities and other Government organizations, departments, and authorities. Its use is common in the UK, along with G2C, the online noncommercial interaction of local and central Government and private individuals, and G2B the online non-commercial interaction of local and central Government and the commercial business sector. Research Methodology Important factors of website

Website security involves the protection of a computer's internet account and files from intrusion of an unknown user. Basic security measures involve protection by well selected passwords, change of file permissions and back up of computer's data. Security concerns are in some ways peripheral to normal business working, but serve to highlight just how important it is that business users feel confident when using IT systems. Security will probably always be high on the IT agenda simply because cyber criminals know that a successful attack can be very profitable. This means they will always strive to find new ways to circumvent IT security, and users will consequently need to be continually vigilant. Whenever decisions need to be made about how to enhance a system, security will need to be held uppermost among its requirements. iii. Content The visitor is looking for information and how easy they get it is determined by the presentation. Be clear and concise that one is able to decide if what you are offering is the service or product they are looking for. Use titles and headings in your content to help your visitors scan for the details they are looking for. Keep the content fresh and updated to win the confidence of the visitor.[2] Provide useful content to the visitor that calls them to action, provide solutions to their problems and they will definitely come back for more. Refrain from duplicating your website with your brochure; use a personal language that shows them exactly what they will get from your site. Marketing jargon and vague descriptions is a no-no; you should use a conversational language because your visitors have come for details. iv. Navigation

Search engine Search engine optimization should be addressed from the beginning. Search Engine Optimization or SEO is important because it assists your site in being found and ranked by search engines. This is done by optimizing your pages to be indexed by the search engine robots that the big search engines like Google use. A few techniques used are; do a keyword research (words or phrases used by users to look for a service or product) then use the keywords in titles, links and in the content. Use alt tags for images and then make sure you have good quality content. i. Ease of use

Easy and simple restart & log-in through banking website is preferable by customer. The availability of internet is making it easier for customer to browsing the websites.[3] Use simple and clean

Navigation is a road map with clear landmarks, roads that intersect and even suggested routes. Keep in mind that your visitors dont necessarily come through the homepage since they can come through search engines, bookmarks, links from other websites and so on. Make sure that you carry your navigation element uniformly in your site visitors need to know where they are, where they can go and how to go back to their entry point. If your visitor has to stop and ask for directions then chances are they will never get to where they are going in your site.[6]

Figure 2: Respondents Age Group The above bar chart shows that out of the 200 respondents, 59% of them were in range of 20 to 29 years of age, and 22.5% were between 30 to 39 years old. This is followed by 16.5% from the age group of 40-49 years old. The lowest percentage comes from respondents in the age category above 50 years which put up 2.0% of the total sample.

Demographic Profile

Figure 3: Respondents Race The figure above indicates that 69 Indian and 66 Malays respondent responded to the questionnaires, respectively comprising 34.5% and 33% of the total number of 200 respondents. The rest of the respondents were Chinese and people from other races, comprising 27% and 5.5% of the total sample, respectively.

Figure 1: Respondents gender Figure 1 shows that the respondents who participated in the questionnaire survey were predominantly male 26% of the total sample, whereas 74% of the respondents were female. Females show the highest frequency in number (148), as compared to only 52 male respondents.

Figure 4: Respondents Educational Qualification The above figure shows that 65 % of the respondents had a Degree and 4.5% of them had a Masters Degree. Respondents with diploma Level

qualifications were 27.5%. PHD and other professional certificates represented only 3% of the total number of respondents.

Those who had monthly incomes above than RM4000 represent 3.5% of the total respondents.

Figure 5: Respondents current occupation From figure 5 above, it can be noticed that 42% of the respondents are students, this followed by home maker, making up 3.5%. Then followed by unemployed which is 1% of the total sample. The other 15% of the respondent are working under clerical position. Only 18% of the total respondents were working as IT professionals. Finally 20.5% of respondent were working in various job positions Figure 7: Respondents current internet usage hours According to figure 7, it can be seen that 41% of the respondents browsing internet above 4hours. Than 17% of respondents using internet from 34hours. 18.5% respondents are browsing internet from 2-3hours; another 15% respondent using internet form1-2hours a day. It is followed by only 8.5% of respondents are using internet below 1hours of the total respondents. This shows that more than half of the respondents are heavy users of internet.

Figure 6: Respondents current Income Group According to figure, it can be seen that 43.5% of the respondents doesnt receive any sort of income; this is might because of the participation of students, home maker and unemployed respondents. Than we can be see that only 13% of respondents earned monthly income below RM1000. 18.5% respondents are earning monthly incomes between RM1000-2000; another 12% earned RM2000-3000 per month. It is followed by 9.5% of respondents are earning RM3000-4000. Figure 8: Respondents current banking website user status From figure 8, above, it can be noticed that 84% of the respondents are banking websites users. Only 16% of the total respondents are not using banking websites.

Figure 10: Different features of local banking websites compare foreign banking websites. Figure 9: Respondents current banking website usage status. According to figure 9, it can be seen that 28% of the respondents browsing banking websites daily. Then 29.5% of respondents are using banking websites weekly. 31% respondents are browsing banking websites monthly; another 6% respondent using banking websites less than one month. This shows that more respondents are browsing banking websites monthly. According to figure 10 above, most of the respondents give neutral opinion that 44.5% , followed by 35.5% agree,13% strongly agree, 4% disagree and 3% strongly disagree with the statement of different of local banking websites compare foreign websites.

Table 11:Important factor of local banking websites. Frequency percent 2.0 4.0 45.5 39.0 9.5 100.0 Cumulative percent 2.0 6.0 51.5 90.5 100.0

Table 10: Different features of local banking websites compare foreign banking websites. Frequency Strongly Disagree Disagree Neutral Agree Strongly Agree Total 6 8 89 71 26 200 percent 3.0 4.0 44.5 35.5 13 100.0 Cumulative percent 3.0 7.0 51.5 87.5 100.0

Strongly Disagree Disagree Neutral Agree Strongly Agree Total

4 8 91 78 19 200

Figure 11: Important Factor of local banking websites Based on the table above most of the respondents give neutral opinion that 45.5% , followed by 39% agree,9.5% strongly agree, 4% disagree and 2% strongly disagree with the statement important factor of local banking websites.

CONCLUSION A total of 200, mainly from Shah Alam, within the Klang Valley area of Malaysia had responded to this study. The sample respondents were majority of female. Majority of the respondent are between ages of 20 to 29. Majority responded to this survey were Indian 34.5%, followed by Malay 33%, Chinese 29.3% and other ethnic race sum up the balance 5.5%. Most of the respondents, were degree holders and came from non income group and followed by group which their monthly income ranging from RM 2000 to RM 3000. The quality of banking website in Malaysia seems to be in a stable or neutral level. This is because majority of the respondent are gives a neutral response. REFERENCES [1] Website Design Quality and Form InputValidation: An Empirical Study on Irish Corporate Websites (www.SRPublishing.org/journal/jssm) [2] Akthar, R., Dong, Y. (2004), Internet banking: A Comparative study from Sweden and china , Master Thesis, Lulea University of technology. [3] Tilton J. E., Composing Good HTML, http://www.cs.cmu.edu/~tilt/cgh/. [4] www.4cdg.com/needwebsite.html [5] Website Design Quality and Form Input Validation: An Empirical Study on Irish Corporate Websites;Mary Levis, Markus Helfert and Malcolm Brady; Dublin City University;(2008) [6]http://www.questionpro.com/akira/showLibra ry.do?mode=1&categoryID=6 [7] A study of web-designers criteria for effective(B2C) websites using the repertory grid technique Felix B Tan, Auckland University of Technology; LaiLai Tung, Nanyang Technological University, Singapore ; Yun Xu, Southwestern University of Finance and Economics, China Journal of Electronic Commerce Research, VOL 10, NO 3, (2009)

Table 12: Important websites for banking industry Frequency Strongly Disagree Disagree Neutral Agree Strongly Agree Total 8 5 69 87 31 200 percent 4.0 2.5 34.5 43.5 15.5 100.0 Cumulative percent 4.0 6.5 41.0 84.5 100.0

Figure 12: Important websites for banking industry. According to figure 12 above, 43.5% of the respondent were agree , followed by 34.5% give neutral respond,15.5% strongly agree,4% strongly disagree and 2.5% disagree in important websites for banking industry.