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 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.