Research Article Open Access

Web site Usability Evaluation of Internet Banking in Taiwan

Abstract

With the proliferation of the Internet, banks are adopting technologies to build their own Web sites. The design of the Web site is a crucial determinant of whether visitors are likely to return to the site. Thus, the purpose of this study is to investigate the usability of Internet banking Web sites in Taiwan. The samples were classified into 3 groups: the old government-owned banks, the old private banks and the new private banks. The result indicates that there is a gap between user expectation and actual performance of Internet banking Web sites. Although 􀳦􀳦content􀳦􀳦 and 􀳦􀳦ease of use􀳦􀳦 are the most two important categories for Web site users, banks are devoted to promote themselves to entice customers to visit. Overall, the old private banks performed the best among 3 groups of banks, followed by old government-owned banks and new private banks. Conclusions and discussions are provided.

Chin-Shan Wu,Fei-Fei Cheng,Hsin-Hui Lin

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