On the role of metaphor and language in design of third party payments in eBanking: Usability and quality

International Journal of Human Computer Studies

Volumn 64, Issue 8, 2006, Pages 770-784

  Weir, Catherine S ^a   Anderson, James N ^a   Jack, Mervyn A ^a  

^a UNIVERSITY OF EDINBURGH   (United Kingdom)

Author keywords

Design; Experiment; Internet Banking; Usability; User interface

Indexed keywords

CUSTOMER SATISFACTION; EXPERIMENTS; FORMAL LANGUAGES; USABILITY ENGINEERING; USER INTERFACES;

INTERNET BANKING; LANGUAGE INTERFACE; LINEAR FORM FILLING; METAPHOR;

ELECTRONIC COMMERCE;

EID: 33646586103     PISSN: 10715819     EISSN: 10959300     Source Type: Journal    
DOI: 10.1016/j.ijhcs.2006.03.003     Document Type: Article

References (43)

1. Aladwani A.M. Online banking: a field study of drivers, development challenges, and expectations. International Journal of Information Management 21 Issue 3 (2001) 213-225
2. Alty J.L., Knott R.P., Anderson B., and Smyth M. A framework for engineering metaphor at the user interface. Interacting with Computers 13 2 (2000) 301-322
3. BBC News, 2005. Reluctance to switch banks fades, Published 28/11/05, © BBC MMV, available online: http://news.bbc.co.uk/1/hi/business/4385842.stm, accessed on 19/01/2006.
4. BBC News, 2006. Barclays bans jargon in makeover, Published 03/02/06, © BBC MMVI, available online: http://news.bbc.co.uk/1/hi/business/4674548.stm, accessed on 06/02/2006.
5. Centeno C. Adoption of Internet services in the Acceding and Candidate Countries, lessons from the Internet banking case. Telematics and Informatics 21 Issue 4 (2004) 293-315
6. Colman A.M. A Dictionary of Psychology (2001), Oxford University Press, Oxford
7. Coolican H. Research Methods and Statistics in Psychology (1990), Hodder & Stoughton, GB
8. Creswell J.W. Research design qualitative and quantitative approaches. second ed (2003), Sage Publications, Thousand Oaks, California
9. Dandapani K. Success and failure in Web-based financial services. Communications of the ACM 47 5 (2004) 31-33
10. Davies M. Image problems with financial services: some considerations for improvement. Management Decision 34 2 (1996) 64-71
11. Dutton, R.T., Foster, J.C., Jack, M.A., Stentiford, F.W., 1993. Identifying usability attributes of automated telephone services. In: Proceedings of Eurospeech 93, Berlin, pp. 1335-1338.
12. Erickson. Working with interface metaphors. In: Baecker R.M. (Ed). Readings in Human-Computer Interaction: Toward the Year 2000 (1995), Morgan Kaufmann, San Francisco, California 147-151
13. Faulkner X. Usability Engineering (2000), Macmillan, London, UK
14. Frøkjær E., Hertzum M., and Hornbæk K. Measuring usability: are effectiveness, efficiency and satisfaction really correlated?. CHI Letters 2 1 (2000) 345-352
15. Furnell S. E-commerce security: a question of trust. Computer Fraud & Security 2004 Issue 10 (2004) 10-14
16. Gopalakrisnan S., Wischnevsky J.D., and Damanpour F. A multilevel analysis of factors influencing the adoption of Internet Banking. IEEE Transactions on Engineering Management 50 4 (2003) 413-426
17. Gould, J.D., 1988. How to design usable systems. In: Helander, M. (Ed.), Handbook of Human-Computer Interaction. North-Holland, Amsterdam, pp. 757-789.
18. Gould J.D. How to design usable systems. In: Baeker R.M., Grudin J., Buxton W.A.S., and Greenberg S. (Eds). Readings in Human-Computer Interaction: Toward the Year 2000. second ed (1995), Morgan Kaufmann, USA 93-121
19. Grabner-Kräuter S., and Kaluscha E.A. Empirical research in on-line trust: a review and critical assessment. International Journal of Human-Computer Studies 58 Issue 6 (2003) 783-812
20. Hudson W. The lost world of E-Banking. SIGCHI Bulletin 34 5 (2002) 7
21. ISO 9241-11, 1998. Ergonomic requirements for office work with visual display terminals (VDTs)-Part 11: guidance on usability.
22. Jayawardhena C., and Foley P. Changes in the banking sector-the case of Internet Banking in the UK. Journal of Internet Research: Networking and Policy 10 1 (2000) 19-30
23. Karat, J., 1988. Software evaluation methodologies. In: Helander, M. (Ed.), Handbook of Human-Computer Interaction. North-Holland, Amsterdam, pp. 891-903.
24. Kim J., and Moon J.Y. Designing towards emotional usability in customer interfaces-trustworthiness of cyber-banking system interfaces. Interacting with Computers 10 (1998) 1-29
25. Lai V.S., and Li H. Technology acceptance model for Internet Banking: an invariance analysis. Information and Management 42 Issue 2 (2005) 373-386
26. Landauer, T.K., 1988. Research methods in human computer interaction. In: Helander, M. (Ed.), Handbook of Human-Computer Interaction. North-Holland, Amsterdam, pp. 905-928.
27. Liao Z., and Cheung M.T. Internet based e-banking and consumer attitudes: an empirical study. Information and Management 39 (2002) 283-295
28. Likert R. A technique for the measurement of attitudes. Archive fur Psychologie (1932) 140
29. Morkes J., and Nielsen J. Applying writing guidelines to Web Pages. CHI 98, Conference on Human Factors in Computing Systems (1998), ACM Press, New York pp. 321-322
30. Nielsen J. Usability Engineering (1993), Morgan Kaufmann, San Francisco
31. Nielsen J. Designing Web Usability (2000), New Riders Publishing, Indianapolis
32. Nilsson M., Adams A., and Herd S. Building security and trust in online banking. CHI '05, Extended Abstracts on Human Factors in Computing Systems (Portland, OR, USA, April 02-07, 2005) (2005), ACM Press, New York, NY 1701-1704
33. Oppenheim A.N. Questionnaire Design, Interviewing and Attitude Measurement (1992), Cassell, London
34. Preece J., Rogers Y., Sharp H., Benyon D., Holland S., and Carey T. Human-Computer Interaction (1994), Addison-Wesley, Wokingham, UK
35. Robson C. Experiment, Design and Statistics in Psychology: An Introduction (1983), Pelican Books, Great Britain
36. Shneiderman B., and Plaisant C. Designing the User Interface: Strategies for Effective Human-Computer Interaction, International edition (2005), Pearson, Addison-Wesley
37. Sohail M.S., and Shanmugham B. E-banking and customer preference in Malaysia: an empirical investigation. Information Sciences 150 (2003) 207-217
38. Spool J., Scanlon T., Snyder C., DeAngelo T., and Schroeder W. Web Site Usability: A Designer's Guide (1997), Morgan Kaufmann, San Francisco
39. Suh B., and Han I. Effect of trust on customer acceptance of Internet banking. Electronic Commerce Research and Applications 1 Issues 3-4 (2002) 247-263
40. Tan M., and Teo T.S.H. Factors influencing the adoption of Internet Banking. Journal of Association for Information Systems 1 Article 5 (2000) 1-42
41. Wright A. The changing competitive landscape of retail banking in the e-commerce age. Thunderbird International Business Review 44 Issue 1 (2002) 71-84
42. Yousafzai S.Y., Pallister J.G., and Foxall G.R. A proposed model of e-trust for electronic banking. Technovation 23 Issue 11 (2003) 847-860
43. Zhang P., and von Dran G.M. Satisfiers and dissatisfiers: a two-factor model for website design and evaluation. Journal of the American Society for Information Science 51 (2000) 1253-1268