| Online banking has revolutionized how people can manage their finances by enabling access and manipulation of financial information via the Internet. Adoption of online banking has been relatively slow due to high abandonment rates. To further understand the potential causes of abandonment, this study investigated the effects of two design elements, screen layout and level of feedback, on online banking performance, satisfaction, and acceptance (as measured by the Technology Acceptance Model). In addition, information was gathered from individuals currently banking online to investigate factors contributing to their decision to bank online, frequency of banking activities, and site design/functionality preferences. Results from this investigation indicated presentation of account information in a list layout and moderate levels of feedback for transfer/bill payment status were optimal for performance and user satisfaction. Factors identified as major contributors to the decision to bank online included convenience and time savings. Checking account balances and viewing/paying bills were identified as the most frequent banking behaviors conducted online. Potential design recommendations for design/functionality preferences are explored and discussed along with limitations and future research. |
