Usability design evaluation of Malaysian online banking websites

This study was intended to evaluate customer feedback towards the purpose and facility of online banking and an indirect way to evaluate their satisfaction towards website design. On the other hand, this study was used to investigate relationship between demographic variables and respondents feedback towards the purpose and facility of online banking and website design. This study applied the method of cross sectional design by using quantitative method. The number of sample was 450 respondents selected from three different banks, i.e. CIMB Bank Berhad (CIMB), Malayan Banking Berhad (Maybank) and Public Bank Berhad (PBB) in Kuala Lumpur area. The finding shows the majority of the respondents claimed that online banking system of bank helped them to save time by reducing travelling cost. Other than that, online banking has proven that it can reduce error transactions. Meanwhile, it was reported that majority of of respondents had high level of satisfaction towards website design while the rest had moderate satisfaction. None of the respondents had low satisfaction level. Additionally, inferential analysis shows the old generation has recorded less likely to use online banking as compared to the new generation. However, sex, race and education level insignificantly influenced their perception towards online banking in term of purpose and website design. In conclusion, online banking turn out to become an essential system in daily life routine due to the fact that this system effectively reduced usage time and cost.