Navigation quality as a key value for the webpage of a financial entity

• Published in: Online information review 2008-01, Vol.32 (5), p.623-634
• Main Authors: BonsnPonte, Enrique, EscobarRodrguez, Toms, FloresMuoz, Francisco
• Format: Article
• Language: English
• Subjects: Accounting; Applications; Applications (e.g. Digitizing,...); Banking; Chartered accountants; Europe; Exact sciences and technology; Financial institutions; Financial services; Information and communication sciences; Information and communication technologies; Information retrieval systems. Information and document management system; Information science. Documentation; Information technologies: storage media, equipment; Internet; Internet resources (portals, blogs, wikis,…); Literature Reviews; Modelling; Navigating; Navigation; Principals; Quality; Sciences and techniques of general use; Studies; System design and modelling; Web pages; Websites
• ISSN: 1468-4527; 1468-4535
• DOI: 10.1108/14684520810914007

Purpose - The objective of this study is to measure the navigation quality of the corporate webpages of the principal European financial entities, given the vital importance of the accessibility of online content for the successful execution of their operational activities.Design methodology approach - The web quality model proposes a structure that allows the quality of corporate webpages to be analysed according to the three main quality criteria of content, presentation and ease of navigation (navigability). Bonsón et al. take this theoretical framework as their point of departure for analysing the webpages of the principal European financial entities, and they measure the quality of their content in the context of the extra significance these webpages will acquire when the new Basel II international regulations enter into force in the imminent future. In this study, a joint analysis is made of the results of both studies in order to classify European financial entities according to the strategy adopted for their web sites.Findings - The size of the entity behind the corporate webpage is revealed as the key variable that explains better navigability. There is also a positive relationship between the navigability and the content presented, which shows that companies' strategies for improving the quality of their web site tend to be harmonised in respect of these two criteria.Practical implications - The approach of most of the entities to their web presence can be characterised as informational in the sense that they are making substantial efforts to improve the content, driven by impending new regulation. However, they are still not utilising various devices available to make their web sites easier to navigate. Better navigability would improve user access to the enhanced information provided.Originality value - The resources have been determined that are needed to improve navigability so that these entities can advance their web site strategies and provide a harmonious combination of adequate content and fast, easy access to that content.