An empirical assessment of customer satisfaction with Internet Banking applications: An Australian experience

Rahim, Md. Mahbubur; Li, Jieying

doi:10.1109/iccit.2009.5407121

Cited by 3 publications

(3 citation statements)

References 27 publications

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“…The existence of large number of users who use online banking services on a regular basis presents a wide opportunity for customization. A recent study by Rahim and JieYing [11] on online banking customer satisfaction in the Australian context highlighted website customization as an imperative dimension, particularly among the younger generation, however, this dimension is poorly addressed.…”

Section: Problemmentioning

confidence: 99%

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Website Customization: Exploring a Tag-Based Approach in the Australian Banking Context

Ravendran¹

2011

Human-Computer Interaction – INTERACT 2011

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Section: Problemmentioning

confidence: 99%

“…This research is significant because website customization can enable online banking to be more responsive to the individual needs of each user [11]. Customization helps to bind customers into a long-term relationship despite a shortterm discomfort [2].…”

Section: Problemmentioning

confidence: 99%

Website Customization: Exploring a Tag-Based Approach in the Australian Banking Context

Ravendran¹

2011

Human-Computer Interaction – INTERACT 2011

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“…This is a significant aspect of online banking as it positively affects user satisfaction (Rahim & JieYing, 2009) and loyalty (Fung, 2008). However, in the Australian banking context, customization is poorly addressed (Rahim & JieYing, 2009). This paper is focused on mobile banking (m-banking), an emerging and fast growing side of online banking.…”

Section: Introductionmentioning

confidence: 99%

Mobile banking customization via user-defined tags

Ravendran

MacColl

Docherty

2011

Proceedings of the 23rd Australian Computer-Human Interaction Conference

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In this paper, we describe on-going work on mobile banking customization, particularly in the Australian context. The use of user-defined tags to facilitate personalized interactions in the mobile context is explored. The aim of this research is to find ways to improve mobile banking interaction. Customization is more significant in the mobile context than online due to factors such as smaller screen sizes and limited software and hardware capabilities, placing an increased emphasis on usability. This paper explains how user-defined tags can aid different types of customization at the interaction level. A preliminary prototype has been developed to demonstrate the mechanics of the proposed approach. Potential implications, design decisions and limitations are discussed with an outline of future work.

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