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Elizabeth Slaughter Morris M. Liaw, Ph.D.
School of Science and Computer Engineering School of Science and Computer Engineering
University of Houston Clear Lake University of Houston Clear Lake
Houston, TX 77058 US Houston, TX 77058 US
(281) 326-1494 (281) 283-3876
Fax: (281) 226-7596 Fax: (281) 226-7596
SlaughterE8056@uhcl.edu liaw@uhcl.edu
ABSTRACT
This paper details the components and technologies used by current financial enterprise websites. E-business is highly competitive. As such, financial enterprises that have successful websites exhibit growth where it counts the bottom line. One way to compete is to know the competition and what makes the competitor so successful.
KEYWORDS
Financial Enterprise Websites, e-business, components, technologies, autopay, money transfer, site key, security, overall design, login time vs. sitekey
INTRODUCTION
As the internet continues to expand into more homes, customers are doing more business on the internet than ever before. Making a business available to the online customer is essential for continued growth and success. In order to remain competitive in this growing market, financial enterprises are making great efforts to upgrade their websites to reflect the desires of their customers and at the same time incorporate the latest technology to provide the utmost in functionality and quality. A savvy website can attract millions of new customers that would otherwise never set foot inside their traditional bank resulting in great financial gain as recently discovered by ING Direct who was able to attract over 60,000 new checking accounts in just over two months which resulted in more than $2.2 billion in new deposits ADDIN EN.CITE Pasha2007131312Shaheen PashaING offers interest on online checking11/11/20072007New YorkCNNMoney.comhttp://money.cnn.com/2007/02/15/news/companies/ingdirect_checking/index.htm(Pasha 2007).
Incorporation of acquired companies and new technologies, security, overall design, and ease of use are just a few of the reasons creating the perfect financial website can be difficult. A customer frustrated with or confused by a website will ultimately take their e-business elsewhere. The goal then should be a website that is intuitive, fast, secure, and takes advantage of technologies which allow customers to perform all of their banking needs without ever having to set foot in a bank.
The question then is what makes certain financial websites so successful? We seek to answer this question based upon research into a cross-section of financial websites selected based on current financial rankings as well as familiarity by the authors. They include, in alphabetical order, AmTrust, Bank of America, Capital One, Chase, Citibank, Guaranty Bank, ING Direct, Schwab, Wachovia, and Wells Fargo. We will present the current financial rankings, a top-level comparison, a feature comparison, an overall website ranking of these ten financial institutions by the authors based upon these comparisons, and offer conclusions based upon the overall research.
CURRENT RANKINGS
When researching financial enterprise websites, we determined that a general cross-section would be sufficient, however, we sought to include those of many of the most successful financial institutions as ranked by Forbes Magazine ADDIN EN.CITE Forbes2007141412ForbesScott DeCarloThe World's 2,000 Largest Public Companies11/11/20072007Forbes.comhttp://www.forbes.com/2007/03/29/forbes-global-2000-biz-07forbes2000-cz_sd_0329global_land.html(Forbes 2007), Fortune Magazine ADDIN EN.CITE Fortune2007161612FortuneThe Internet home of: Fortune, Money, Fortune Small Business11/11/20072007CNNMoney.comhttp://money.cnn.com/magazines/fortune/(Fortune 2007), TheBanker ADDIN EN.CITE 2007101012TheBankerRanking: Top 200 US Banks9/5/20072007TheBankerhttp://www.thebanker-database.co.uk/ranking-results.asp?rid=4&year=2006(TheBanker 2007), and NetValley ADDIN EN.CITE NetValley2006111112NetValleyOnline Banking: Top 100 BanksTop 100 banks in order of total assets.9/5/20072006NetValleyhttp://www.netvalley.com/BankAssets_1trill_50bill.html(NetValley 2006) as shown in Fig. 1.
Bank NameParent CompanyForbes Global 2000Fortune Global 500 Fortune US 500 TheBankerNetValleyAmTrustOhio Savings Securities, Inc.NRNRNRNR64Bank of AmericaBank of America Corp.221911Capital OneCapital One Financial Corp.1924921541144ChaseJP Morgan Chase & Co.3311132CitibankCitigroup114823Guaranty BankTemple-Inland Inc.840NR414NRNRING DirectING Groep N.V.,1013NRNR24SchwabSchwab480NR389NRNRWachoviaWachovia Corp.351314644Wells FargoWells Fargo & Co.341264155Figure 1. Rankings of Banks
The rankings of the parent companies are based upon different formulas based mainly upon sales, market values, assets, profits, returns, and capital. NetValley ranked banks based upon assets alone. Likewise, the Fortune Global 500 is based only upon revenues.
Also considered was the ranking of the top ten e-banks by Personal Finance Magazine ADDIN EN.CITE Kiplinger'sJuly 20054412Kiplinger'sMSN Money: Kiplinger's Personal Finance MagazineThe Top 10 Online BanksThe BasicsOnline banking - features9/1/2007July 2005MSN Moneyhttp://articles.moneycentral.msn.com/Banking/BetterBanking/TheTop10OnlineBanks.aspx(Kiplinger's July 2005) which yielded results quite different from the above (see Fig. 2). This report based its findings on rankings by Watchfires GomezPro Scorecard, sold to Keynote in 2005 ADDIN EN.CITE Berkowitz2005181812Dan BerkowitzKeynote Acquires GomezPro Business Unit from Watchfire11/26/20072005Keynote Systemshttp://www.keynote.com/company/press_room/releases_2005/12.06.05.html(Berkowitz 2005). Areas of consideration by GomezPro were transfer of funds to other banks, receiving bills online, low-balance e-mail alerts, receiving web-only statements, and stopping payment on checks.
RankBank NameWebsite1Wells Fargowellsfargo.com2Citibankcitibank.com3Bank of Americabankofamerica.com4E-Trade Financialbankus.etrade.com5Huntingtonhuntington.com6First Nationalfirstnational.com6HSBChsbc.com6US Bankusbank.com9Chasechase.com9Wachoviawachovia.comFigure 2. Kiplingers Top 10 E-banks (2005)
TOP-LEVEL COMPARISON
Our comparison of the financial institute websites begins with a top-level comparison and then a more specific feature comparison. On the top-level, we compare both default and personal homepage components, technology, and security.
Homepage Components
Default Homepage
The default homepage is the most important page of the website as it is what attracts customers in the first place. Therefore, the overall look and usefulness of the homepage are incredibly important factors.
It should look clean with little clutter. However, a stark homepage is boring and unattractive, therefore, it is important to find a balance (see Fig. 3).
The bulk of the homepage should fit into the initial window so that a customer may find what they are looking for as quickly as possible.
There should be clearly defined sections.
The use of color should be limited to a few contrasting, yet complimentary hues.
The login area should be placed where the returning customer would first look. Based upon the Western style of reading from left to right, it is logical to place the login area on the left side of the homepage.
For convenience, a customer should be given the choice of login destinations in order to diminish the number of page loads and subsequently the time it takes to get to a desired page.
Tabs should be placed near the top of the webpage that link to the different areas of interest to the customer, such as personal banking, small business, commercial business, and information about the bank.
Advertising, although important in order to present customers with the highlights of the website, should not detract from the main links of the webpage due to placement or size.
Figure 3. Homepage Cleanliness
Overall, of the financial websites we researched, the Wells Fargo default homepage was the best example of a well-designed, well-balanced, useful default homepage.
Personal Homepage
The second most important page of an ecommerce website is the customers personal homepage. The reason for this is that once customers open an account, they rarely revisit the default homepage except to log in. Therefore, it becomes a banks primary contact with customers once they open accounts and subsequently has influence over whether customers choose to increase their financial portfolio with the bank or take their business elsewhere. Here the overall look is important in order to cut down on confusion.
The main content of the page should fit in the initial window.
The page should be uncluttered and symmetrical.
The customers real name should appear somewhere on the page, preferably near the top in order to personalize the page.
Tabs should be near the top of the page.
Tabs should be clear, useful, and allow customers to quickly navigate through the webpages.
All accounts should appear clearly separated from each other with links to a more detailed page.
In the instance of credit card accounts, a clear link to payment options is preferable since paying online is a highly desirable feature.
No link should lead to a dead-end page (one with no links back to the original site).
The logout button should be placed in the upper right-hand corner.
The logout button should contrast in color to the rest of the webpage in order to make it easy to find as did Bank of America, Capital One, Chase, and Wachovia.
Overall, of the financial websites we researched, the Capital One personal homepage was the best example of well-designed, well-balanced, useful personal homepage.
Technology Components
Login Times vs. Technology Used
The technology utilized by the financial institutions we studied varied greatly as did the login times. We use the term login time to refer to the time it took for the personal homepage to appear once the initial login button was clicked entering the userID (and, in most cases, the password). As shown in Fig. 4, the sites incorporating ASP.NET technology had significantly faster login times.
Bank WebsiteTechnology Used Avg. Login Times (sec.)amtrust.comHTM, ASP, ASP.NET, CFM7bankofamerica.comJSP, CFML, CGI8capitalone.comPHP, ASP.NET4chase.comJSP, ASP.NET, PHP, HTML3citibank.comJSP, CGI5guarantybank.comASP.NET2ingdirect.comASP10schwab.comJAVA, Non-JAVA/Barista, C/CGI4wachovia.comASP.NET1wellsfargo.comCGI6Figure 4. Technology Used by Financial Websites
The longest logins, AmTrust, Bank of America, and ING Direct, required customers to complete an additional login step which sent them to a second screen where a sitekey picture was verified and the password was entered. In the case of ING Direct, the user was required to manually enter the password through a number keypad with the mouse or type the letters corresponding to the numbers on the keyboard.
Although requiring additional steps increases security, it complicates the login process and potentially frustrates the customer to the point of not wanting to use the site anymore, therefore if a second step is to be required, it should be made as painless as possible.
Integration of Technology
In relation to the technology used, it is desirable to move seamlessly from page to page, as well as enable users to freely move money from one account to another. In many cases, when financial institutions are sold and absorbed into parent companies, the integration process results in diverse technologies being utilized for the various components such as banking, lines and loans, credit cards, insurance, and investments. It is important that once incorporated, the added sites should contain links back to the banks default homepage. Banks that contained dead-end links were
AmTrust investment side and mortgage side
Bank of America investment side
Citibank investment side
Chase student loans
Guaranty Bank insurance side
In contrast, the following websites provided seamless navigation:
Capital One and Wells Fargo contained homepage links on every single page
Schwab and ING Direct were easily navigated since all of the pages were contained within a master page which contained tabs to all areas of the website.
Wachovia not only incorporated the use of a master page, but provided additional links at the top and left to improve navigation.
Money Transfer Capabilities
For customer convenience, it is advantageous for banks that offer investment accounts to also provide an easy means to transfer money between their banking and brokerage accounts (see Fig. 5). Requiring customers to call customer service or mail in requests to transfer money is simply not acceptable in this day and age. If a bank is going to offer a full-service online banking experience, they must allow customers to manage their money themselves if they so desire. Schwabs site is a good example of seamless money management. It is possible to keep money in the investment side and transfer it to a checking account whenever needed. The obvious advantage to this is that the customers money is earning much higher interest while in the investment side. The downside is, of course, that brokerage accounts are not FDIC insured.
AmTrust Bank of AmericaCapital OneChaseCitibankGuaranty BankING DirectSchwabWachoviaWells FargoCredit Card sideCredit link insiteLines & Loans sideLines & Loans link insiteInsurance sideXX-X-X--XXInsurance link insiteX--X-X--XXInvestment sideXXXXX-XXXXInvestment link insite--XXX--XXXEasy transfers between banking and brokerage accounts-X--X-XX-XOverall Score (of 5)3324322345Figure 5. Technology Links Security Components
With the rise in identity theft in todays society, security should be the number one priority of any financial institution. Even so, it was surprising that many of the sites researched did not utilize every security measure available. We are not claiming that the low scoring sites are insecure, however, many features that are available to them are not being utilized, such as foreign computer sitekey recognition, additional login steps, privacy measures such as encoding the user ID and account numbers, and session timeouts.
Sitekeys and Additional Login Steps
Foreign computer sitekey recognition entails recognizing that a user has logged on from a different computer and subsequently requiring an additional login step, usually in the form of a question to which the user must provide the answer stored in the database. Bank of America, Capital One, Guaranty Bank, and Chase all utilize this extra level of security. The banks that provided an extra login step at every login were Bank of America and ING Direct. They both employed the use of a sitekey picture in addition to a password to ensure security.
Encoding UserIDs, Passwords, and Account Numbers
Both Bank of America and ING Direct encode the userID as well as the password. This is something more financial institutions should implement to keep casual onlookers from knowing a customers userID. In addition to this, the account numbers should be encoded on every screen. It was found that both Schwab and Wachovia had windows which displayed a customers entire account number.
Session Timeouts
Additional security in the form of session timeouts is another measure which should be implemented by more financial institutions. Although it is annoying to be kicked off every ten minutes as do the Bank of America and ING Direct sites, it is better to place some sort of limit upon sessions as far as security is concerned. Consider the following scenario:
A businessman decides to check his bank balance before he heads out for the day. He is distracted by a phone call and an email request and forgets that he left the window open. He leaves for the day without shutting down his computer. An unscrupulous night worker sees the computer on, finds the open banking window, and transfers funds out of the account to an unnamed account.
Is this scenario likely? Probably not, but the point is made. Session timeouts should be less than twenty minutes to avoid untoward activity in the case of abandoned sessions. AmTrust, Bank of America, ING Direct, Capital One, and Guaranty Bank were the only banks researched that provided session timeouts of less than twenty minutes.
Session Timeout Warning
In the addition of session timeouts to a site, it is important also to warn the user that they are about to be logged off. Of the sites that provided session timeouts, AmTrust, ING Direct, Schwab, and Wachovia all failed to provide any type of warning. The poorest performance came from the Schwab site which not only logged the customer out without warning, it failed to elegantly redirect the user to a new login page resulting in a failure of the entire window (Windows Internet Explorer 7).
FEATURE COMPARISON
Over the years some standard features have come to be included in most financial websites, such as placing a summary of all accounts held at that financial institution on the customers homepage and allowing customers to change address, email and password information, set account alerts, elect to receive their statements online, pay bills, order checks, request copies of checks, and stop payments on checks online. It is the additional features that vary from bank to bank that not only attract customers, but keep them (see Fig. 6) .
FeatureAmTrust Bank of AmericaCapital OneChaseCitibankGuaranty BankING DirectSchwabWachoviaWells FargoAdd users-XXX-----XAllow external transfersXXXXX-XXX-Autopay credit card/setup online-X-XX--X-XChange preferencesXXX-XXX--XMobile banking-X-XX---XXNickname accountsXXXX-X-XXXOpen new acct logged in-XXXX-XXXXSelect default accounts-X-----X--Session timeout warning-XXX-X----Set login destination--X--X-XXXUnlink accounts-XXXX----XView page in Spanish-X------XXOverall Score (of 12)31087643669Figure 6. Additional Feature Comparison
It is important to remember that a financial institutions website is first and foremost about convenience. The more features that are offered, the more likely a customer is to transfer his or her portfolio to the bank exclusively. The following account-related features are desirable for that very reason:
adding users
changing preferences
allowing customers to view the website in Spanish
nicknaming accounts
selecting default accounts
warning customers of impending session timeouts (discussed earlier)
setting login destinations
Although allowing the addition of users to the account may complicate concurrency issues, it allows for a more detailed usage log in the event of a questionable transaction. Also, being able to change preferences, choose the viewing language, and nickname accounts can give customers a feeling of familiarity and make them feel more comfortable with the site. Lastly, allowing customers to select default accounts and set login destinations saves them time when accessing their most frequented pages.
External Transfers
Allowing external transfers is a convenience that not only makes life easier for the customers, it also makes it easier for them to transfer money into the bank. All of the banks we researched allowed funds to be transferred between accounts held at their institution, however, not all of them allowed funds to be transferred online between their accounts and outside institutions (although Wachovia limited the selection of outside banks to a select few). Neither Guaranty Bank nor Wells Fargo provided this convenience. Along the same lines, several of the banks that allowed linking of external accounts did not allow them to be edited or removed. Of the banks that allowed external transfers, all of them allowed in-bound transfers at no charge, however, AmTrust, Bank of America, and Wachovia charged fees for out-bound transfers (see Fig. 7). Unfortunately, it was difficult finding these disclosures on some of the websites (see Fig. 7).
Bank NameFee DisclosureInter Institution TransfersFinding EaseInboundOutbound3 DayNext Day3 DayNext DayAmTrustdifficultFreeFree$1.50$8.95Bank of AmericamediumFreeFree$3.00$10.00Capital OnemediumFreeFreeFreeFreeCitibankeasyFreeFreeFreeFreeChaseeasyFreeFree$3.00/Free$3.00/FreeGuaranty BankN/AN/AN/AN/AN/AING DirecteasyFreeFreeFreeFreeSchwabdifficultFreeFreeFreeFreeWachoviaeasyFreeFree$3.00$10.00Wells FargoN/AN/AN/AN/AN/AFigure 7. External Transfer Fees
Automatic Payments
Auto-payment of credit cards is another point of convenience. Although all of the banks researched for this paper offered some form of bill payment service, only half allowed customers to set up an automatic monthly payment for the credit card held by the bank itself.
Open New Accounts Online
The ability to open and fund new accounts online is a convenience that not only benefits the customer, but the bank as well. Surprisingly, neither AmTrust nor Guaranty Bank allowed customers to open new accounts online once they had logged in. They only allowed customers to apply for new accounts from their default homepage. It is certainly to a banks advantage to allow customers to apply for new accounts from anywhere on their website.
Mobile Banking
A current trend in customer convenience is allowing customers to access their accounts from their mobile phones ADDIN EN.CITE SraeelNovember 2007191912Holly SraeelMobile Banking 2.0: Was There a First Wave?11/28/2007November 2007Bank Technology Newshttp://www.americanbanker.com/btn_article.html?id=20071029OM4E7NHJ(Sraeel November 2007). The greatest challenge to mobile banking is, of course, security. However, in order to be competitive in the future of banking, it is imperative that banks face the challenge head-on in a proactive manner before the want-it-now generation takes their business elsewhere.
OVERALL RANKING
Combining the scores given for homepage, technology, and security components and additional features produced an overall ranking for the websites researched (see Fig. 8). The top website is clearly Bank of America, although Capital One and Wells Fargo are close behind. All three offer attractive and functional homepages and many additional features. The latter two both lost points in the security features category, but were strong in the Personal Homepage and Default Homepage categories, respectively.
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Figure 8. Overall Ranking
CONCLUSIONS
When the goal is to lure as many customers to a website as possible, it is imperative that the target be as attractive and functional as a spiders web: equally distributed, pretty to view, technically sound, and catches the customers attention. In the competitive and growing world of virtual banking, the lure of an attractive and functional website can mean the difference between vulnerability to mergers due to loss of revenue or continued growth and stability. As the competition increases, it will prove imperative that financial enterprises step up and improve their websites if they hope to continue to attract new customers as well as keep the ones they already have.
REFERENCES
ADDIN EN.REFLIST Berkowitz, D. (2005). "Keynote Acquires GomezPro Business Unit from Watchfire." Retrieved 11/26/2007, from HYPERLINK "http://www.keynote.com/company/press_room/releases_2005/12.06.05.html" http://www.keynote.com/company/press_room/releases_2005/12.06.05.html.
Forbes. (2007). "The World's 2,000 Largest Public Companies." Retrieved 11/11/2007, from HYPERLINK "http://www.forbes.com/2007/03/29/forbes-global-2000-biz-07forbes2000-cz_sd_0329global_land.html" http://www.forbes.com/2007/03/29/forbes-global-2000-biz-07forbes2000-cz_sd_0329global_land.html.
Fortune. (2007). "The Internet home of: Fortune, Money, Fortune Small Business." Retrieved 11/11/2007, from HYPERLINK "http://money.cnn.com/magazines/fortune/" http://money.cnn.com/magazines/fortune/.
Kiplinger's. (July 2005). "The Top 10 Online Banks." The Basics Retrieved 9/1/2007, from HYPERLINK "http://articles.moneycentral.msn.com/Banking/BetterBanking/TheTop10OnlineBanks.aspx" http://articles.moneycentral.msn.com/Banking/BetterBanking/TheTop10OnlineBanks.aspx.
NetValley. (2006). "Online Banking: Top 100 Banks." Retrieved 9/5/2007, from HYPERLINK "http://www.netvalley.com/BankAssets_1trill_50bill.html" http://www.netvalley.com/BankAssets_1trill_50bill.html.
Pasha, S. (2007). "ING offers interest on online checking." Retrieved 11/11/2007, from HYPERLINK "http://money.cnn.com/2007/02/15/news/companies/ingdirect_checking/index.htm" http://money.cnn.com/2007/02/15/news/companies/ingdirect_checking/index.htm.
Sraeel, H. (November 2007). "Mobile Banking 2.0: Was There a First Wave?" Retrieved 11/28/2007, from HYPERLINK "http://www.americanbanker.com/btn_article.html?id=20071029OM4E7NHJ" http://www.americanbanker.com/btn_article.html?id=20071029OM4E7NHJ.
TheBanker. (2007). "Ranking: Top 200 US Banks." Retrieved 9/5/2007, from HYPERLINK "http://www.thebanker-database.co.uk/ranking-results.asp?rid=4&year=2006" http://www.thebanker-database.co.uk/ranking-results.asp?rid=4&year=2006.
Page PAGE 2 of NUMPAGES 10
FINANCIAL ENTERPRISE WEBSITES:
A COMPARISON OF COMPONENTS AND TECHNOLOGIES
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