FISHBONE (E-BANKING

)

Technology

Front stage personnel

Customer expectations preceptions

online payment small transactions sms alerts

Poor timkeeping/delivery Incorrcet billing

check balance (incorrect) deposit/withdrawls

frauds illegitimate use

Transaction

security control

BLUE PRINT- (E-BANKING)

ACCESS IB HOME PAGE CUSTOMER

INPUT LOG IN INF

FRONT STAGE

REQUEST LOGIN INFO TECHNOLOGY

TECHNOLOGY Fail VALIDATE LOGIN Back hand sysytem .

Procedures eping/delivery Inadequate/poor/incorrect Training procedures Not user friendly Absence of formal complaint rude/improper behavior Advertisement promises not met Service SERVICE FAILURE Failures Transaction not recorded properly illegitimate use Information T.(E-BANKING) INPUT LOG IN INFO SELECT ACCOUNT INFO SEND LOGIN INFO PRESENT SERVICE OPTION RETRIVE .

VALIDATE LOGIN INFO PROVIDE ACCO .

Waiting time VIEW ACCOUNT INFO RETRIVE ACCOUNT INFO PRESENT ACCOUNT INFO .

PROVIDE ACCOUNT INFO .

SELECT LOG OUT SHOW HOME PAGE .

END SESSION .