Full assignment paper: Web Site Evaluation-RHB Online banking

By | April 21, 2014

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Content page

  1.      User-friendliness of RHB.com.my………………………………………………………………. 2
  2. Applicability of contents and features………………………………………………………….. 3

2.1      Information……………………………………………………………………………………… 3

2.2      Consultation……………………………………………………………………………………. 4

2.3      Order-Taking…………………………………………………………………………………… 5

2.4      Billing…………………………………………………………………………………………….. 5

2.5      Payment………………………………………………………………………………………….. 5

  1. Overall effectiveness evaluation………………………………………………………………….. 6
  2. Recommendations……………………………………………………………………………………… 6

Reference……………………………………………………………………………………………………….. 8
Web Site Evaluation-RHB Online banking

 

1.        User-friendliness of RHB.com.my

 

User-friendliness of a website could be referred as the extent to which its users would find the website easy to use and this definition reflects the subjective nature of user friendliness (Kumar 2005, p.7). And in my understanding, because users include new users who are much less familiar with the particular website and frequent users who use the website regularly, a website that has high degree in term of User-friendliness should provide easy usage for both new users and old users.

Figure 1 The home page of http://www.rhb.com.my/

Source: Rhb.com.my 2010

 

To evaluate the user-friendliness from a user’s perspective, in general I have found the website very easy to use for both new users and old users especially when I later start to use another major online banking: the Maybank online banking website: www.maybank2u.com.my. The RHB online banking website has a simply setting, as shown in the figure above, the first time user will find it very convenience because by several clicks they could register on the website from a regular RHB user to an online E-banking customer while the Maybank would require the customers to go to the ATM to get a code which largely reduces the convenience perceived. What’s more the guidance is there to help the customers in each step. And also “Easy” is the propaganda slogan that RHB online banking is promoting everywhere currently.

 

2.        Applicability of contents and features

Figure 2 Flower of service

Source: Lovelock and Wirtz 2004

 

Lovelock and Wirtz (2004) proposed the famous “flower of service” model that is illustrated above in the figure 2 and this petal model describes the key elements of service that are core to the product (Meek, Meek, Palmer & Parkinson 2007, p.186). Below we will check the service quality level of RHB online banking website by checking five dimensions out of the “flower of service” model.

 

2.1    Information

 

It is claimed by Verma (2008, p.56) that information in term of availability, prices, functions and so on is critical basis on which customer make the decisions. On the home page users can easily get accessed to the most recent promotional information provide the RBH bank and also other there are useful links for customers to get to know what services are available in RHB bank and how the service product are delivered to the customer such as the provision of information about Wealth Management, Rate and charges of a number of transactions, Insurance and so on.

 

2.2    Consultation

 

In term of consultation, RHB banking not only provides very detailed introduction about its products but also provide a number of way through which customers could get sufficient consultation service before making their final decision to purchase the service or not. What’s more the consultation service has been connected to the practical consultation service as we can see from almost every page that there will be a “Need Assistance” reminder that could direct those who do not understand the some issues or products fully to the RHB call center by dialing 03-9206 8228 or sending a message as shown below.

Figure 3 Sending a message to RHB

Source: Rhb.com.my 2010

 

2.3    Order-Taking

 

After getting enough of information and consultation service upon making their final decision to purchase the service, the next key element of service would be to provide with the customers friendly order-taking procedure that would not trouble the customers at all. For the order tanking system in RHB online banking website, it is very fast, accurate and polite to the customers so that customers as usually a typical order taking could be done on the website easily.

 

2.4    Billing

 

The billing could be very important as people sometimes would need the accurate and clear billing information before they can make the payments. In website, billing information will be presented to customers clearly before making the payment. And also in RHB online banking website, after the payment the billing information would also be sent to the inbox of the message box that the users can review anytime when they can get connected to the internet. What’s more billing record could also be sent to customers’ email to remind the customers the billing information.

 

2.5    Payment

 

Once the billing information is clear, then the customers could make their payment if they feel that the price is reasonable within their expectations. The process of making payment in RHB online banking website is very easy and fast, the system allow customers to add favorite payees including most usual bills that we have to make such as electricity bill and internet bill and also the mobile phone numbers to be topped up, and once the favorite payees or mobile phone numbers are added, it usually takes only less than 10 second for customer to make an usual payment which reduces a lot of waiting time.

3.        Overall effectiveness evaluation

 

Based on the above analysis, it is safe to conclude that the overall effectiveness of the RHB online banking website is high and because it not only provides with clear information and user friendly website framework to the customers who are first either time users or frequent users, but it also provides customers with considerate service such as consultation service to smooth the any transactions that customer could have made through the website. But there are also some improvements that could be made by RHB to further facilitate the usage of its internet banking website to achieve better service quality level.

 

4.        Recommendations

The first recommendation given to the RHB online banking website is in the billing management service. Though the billing information that people made recently are easily reviewed by the customers by simply check with their inbox, but there is no monthly bill for the debit account holders and the monthly bill would be recommended to RHB bank which summarizes the transaction records and calculates the useful results for the customers to understand how their money is spent in a particular month. And such monthly bill should be preferable to the customers.

 

The second recommendation given the website for it to further improve the service is in the safekeeping out of the flower of service which has not been mentioned and discussed above. As mentioned above the process of making payment in RHB online banking website is very easy and fast, the system allow customers to add favorite payees, and once the favorite payees or mobile phone numbers are added, it usually takes only less than 10 second for customer to make an usual payment which reduces a lot of waiting time, but one of the direct result is that if customer press a wrong digit, for example, a customer may just want to pay RM 100 for the electricity fee, but if he or she input wrongly by key in RM 1000 then just press two simple button in two seconds then the mistake could be made. So my recommendation here would to recommend the RHB to improve its billing system to make it possible to restrict the highest amount that could be paid to the payees. And this could increase the safety perceived by the customers.

 

 

Reference

 

Kumar, R. R. 2005, Human Computer Interaction. New Delhi: Firewall Media, p.7

 

Lovelock, C. & Wirtz, J. 2004. Services Marketing, 5th edition, Prentice Hall

 

Meek, H., Meek, R., Palmer, R. & Parkinson, L. 2007, Managing marketing performance 2007-2008. Oxford Elsevier Ltd, p.186

 

Rhb.com.my 2010. Welcome to RHB: Banking Simplified. Accessed on 17 May 2011 URL: http://www.rhb.com.my/

 

Verma, H. V. V. 2008, Services Marketing: Text And Cases. p.56