Impact Of Website Usability On Performance: A Heuristic Evaluation Of Community Bank Homepage Implementation

Abstract

Many businesses are now using Internet websites as a competitive tool to attract new customers, improve service quality, and boost overall financial performance. Recent studies have identified a number of website development and evaluation guidelines required to enhance the effectiveness of these new technologies in achieving these goals. One of these guidelines relates to the importance of website usability in improving business performance. To achieve this goal, a unified measure of web usability is developed using a number of relevant guidelines, which were initially proposed by Nielsen and Tahir (2002), and then the estimated index is used to measure its impact on community bank performance. Results based on a multiple regression model show that banks with higher usability score perform significantly better than those with lower score.