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Abstract:
Internet banking in Brazil has evolved
very fast, either in number of on-line banks or services offered through
the Web. Being the most popular electronic commerce application in the
country, Internet banking is used by more than 15 million Brazilians.
With all the frisson around Internet banking, the concern about the
quality of this virtual banking environment arises the question on how
to evaluate of these on-line services.
Evaluating the performance of business
Web sites has been a constant concern of researchers in different
fields. This article presents an approach that contributes to the
development of a methodology to assist researchers, developers and
managers to establish criteria to evaluate and build digital business
environments. Based on a multiple case study in three large banks in
Brazil, this article proposes and tests a model of three dimensions to
evaluate virtual business environments from the user's point of view:
functionality, evaluates the offered services profile; reliability,
investigates the security of a transactional site; and usability
evaluates the quality of user interaction with the site
The three dimensions represent
fundamental elements for the conduction of transactions, and that they
should also be considered for the evaluation of virtual business
environments. Although the model do not purport to be final, and will
require constant improvement, due to the dynamic nature of the Internet
business environment, the article shows that this 3-dimensional
evaluation approach can be useful to evaluate the quality level of
Internet banking sites.
Keywords:
internet banking; banking technology; usability; security; Internet |
