Research Report
Date:
8- October -2009
Course:
E business plan & Implement
Prepared For:
Nancy Maloney
Prepared by:
Maryam Ahmed- H00052991
TABLE OF CONTENTS
Introduction ........................................................................................................................ 1
What do Internet customers want? ..................................................................................... 2
How is the integrity of the customers’ data maintained ..................................................... 3
How is the service and quality of the customers’ experience ............................................ 3
Website maintenance and support ...................................................................................... 5
Conclusion .......................................................................................................................... 6
References .......................................................................................................................... 7
Appendices ......................................................................................................................... 8
E-Business Management -ECOM – Level.05
Introduction
E business stand for Electronic Business and the definition of E business is the use of
information and communication technologies in maintain of all the actions of business. As I
am an E business student, one of my projects this year is Research Report. This report is about
analyzing an e-business of any company. I have chosen Emirates Islamic Bank. Moreover, I
did an interview with Manager of Alternate Channels and Projects his name is Qasim Zuberi
and that to gain the information I needed. (Appendix 1)
The report includes some sections the first section is what does Internet customers want? In
this section I talked about the customers, and I analyzed the expectations of internet
customers. The second section is how the integrity of the customers’ data maintained. This
section talks about the website and the integrity of data in existing business system database.
The third section is how the service and quality of the customers’ experience. Customers’
opinion of the website is important. The fourth section is Website maintenance and support.
Under this section I talked about how the website kept up-to-date.
“Emirates Islamic Bank” is one of most well known bank in the UAE. I choose this bank for
my project because these banks have a lot customer who visits their website. Moreover, I like
the way and the development of their website.
Now I will talk about the history of EIB. Emirates Islamic bank was discovering in 2004 to
offer high value Islamic banking services in the UAE. They offer a variety of Shari'a
compliant goods and services conforming to the highest values of Islamic finance. Their
vision is “to be the leading provider of high standard Shari'a compliant innovative financial
products, quality service and superior value for its customers, shareholders, employees and the
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E-Business Management -ECOM – Level.05
community”. And their mission is “Providing innovative & high standard financial products
& services governed by Islamic Shari'a provision to enrich the society.”
Moreover, I will talk about the management team the Chief Executive Officer is Ebrahim
Fayez Al Shamsi, the General Manager - Corporate & Investment Banking is Abdulla
Showaiter, the General Manager - Retail Banking is Faisal Aqil, the Chief Finance Officer is
Ahmad Fayez Al Shamsi, and the Head, Credit Division is Zahid Rashid.
What do Internet customers want?
A bank customer is a person who maintain a regular account with the bank without taking into
consideration the duration and frequency of operation of his account.
A customer means either retail/ corporate customers. Emirates Islamic Bank customers are the
ones that have an account in this bank. There are different types of account that the customers
have it in the bank. For example, Current Account, Investment Savings Account, investment
Time Deposit Account and “Flexi” Investment Term Deposit.
To have any services that EIB provides, the bank needs customers’ information. Customer
information refers to the information given by customer to EIB in the request form for
availing any if Internet/Mobile Banking services.
The most things that the Internet customers need is a Remote Banking this kind of banking
include Internet banking, mobile banking, phone banking and Etisalat Online payment
services.
Internet banking is enables you to view your account as well as conduct various transactions
at your convenience from anywhere in the world.
Mobile banking is an SMS-based banking service allowing you to receive updates on your
account and charge card balances and alerts on your transactions, on your mobile phone.
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E-Business Management -ECOM – Level.05
Phone banking is a 24-hour Telephone banking Service that allows you to access your
accounts, pay charge card or utility bills and conduct transactions over the phone.
How is the integrity of the customers’ data maintained
Emirates Islamic Bank is one of the most popular banks nowadays and they have a lot of
customers that use their website, EIB tries their best to keep the information they have in their
website secure so they don’t lose their customers. As they said they have several ways to keep
their websites secure, the first way they assign number of people that are responsible for
publishing the data to their websites so not anyone can have the control to post or change
things on the website. Also, they have some special programs for finding and amending
mistakes in the websites.
Emirates Islamic Bank site is looking forward to gain customers satisfaction, so in their
website they talked about the steps that you should do to protect your personal and financial
interest in case you are the victim of fraud. Moreover, in the site they talks about Internet
banking security and how you deal in case you receive an Email or SMS asking for ATM
Card Number/PIN, Internet Banking passwords and other such private information.
(Appendix 2)
How is the service and quality of the customers’ experience
A quality is a high grade; superiority and excellence. A services is the organized system that
supplying information. Quality and Services are important for any websites to gain and attract
the customers to use you site more and more. Also, it’s increase the customers trust and
loyalty.
The website with quality and services are most used and wanted websites.
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E-Business Management -ECOM – Level.05
As Emirates Islamic Bank as a well know bank and they have a lot of customers that visits
their sites, their website have to be with high quality and a good services.
Now, I will talk about the things that make a website excellence, and if they are available in
EIB website.
I will talk about HTML quality and it’s clean with no out of order code in EIB website, also,
all the pages have titles and description. Moreover, it is easy to navigate, the speed is high and
all the links are working. The Graphic Design of the site is very simple, the entire font in all
pages are the same and in the same size and colors which attract the customers more.
Moreover, whatever you looking for you will find it in the home page which let you find
things easy and quickly, and in case you couldn’t find something you need there is a search
box in the home page which is very important to gain more customers. EIB site wants to
satisfy all their customers with different nationality so they provide a tap which you change
the entire site from English to Arabic site so no one will face a language problem as English
and Arabic is most popular languages and that comes under the quality of the website.
Since as excellence website should be in a high quality and a good service Emirates Islamic
Bank offers a lot of services to customers.
Despite the services that the customers’ need they also provide more and more services that
they may not need and I will talk about them. First, How Can I Apply tap, this tap is in the
home page and teach how you apply for different thing for example, for opening an account,
for credit cards, for home finance, for car finance, for Al Reem and that is the account that
they provide for the female, and how you apply for EMTALIK personal finance.
Moreover, our networks tap this tap to inform the customers with all the branches they have in
UAE and they also provide the address of the branches and the nearest landmark so the
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E-Business Management -ECOM – Level.05
customer don’t get lost if they want to visit any of these branches. Furthermore, our networks
tap present a list of their ATMs in UAE.
Contact us tap is very important for any websites. EIB site done something different than
other site, they provide under contact us tap something called customer care which you can
log your complaint or inquire about any of their services under customer care option or via
sending emails or a fax. They also under contact us provide customers view where you can
share your opinion and your feedback about the site, also you can give them some
suggestions.
Finally, FAQ tap is necessary for all websites and it’s like a guide for the customers.
Website maintenance and support
To have an excellence websites, the site should be maintained and supported all the time since
these two things are important to keep the website up to date and to update the data in the
website often. Moreover, it’s important to keep informed the website with the events that are
happening for instance, Ramadan event, Eid and National day events, these things will attract
the customers more to you site and also the site will supported.
As regards Emirates Islamic Bank, the interviewee said that they use many things to
maintenance the website. First they update the contact of the site, they have a tap called news
in this tap they update the bank new every month, also the customers are able to see the
improvement of the bank since 2004 until 2009, and they think that by refreshing the site the
customer will visit regularly to check out what’s new. Second, Interactivity maintenance, they
don’t like that their website looks old and they think that they will lose customers. Also, they
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E-Business Management -ECOM – Level.05
think that the successful interactivity of your website will help to gain more and more
customers. Third, you maintain the website by offering, special promotion in special events.
Fourth, update the services they offer and if they have an old service they remove it.
Finally, Website maintenance will support repeat visitors or customers, raise client’s action,
and at last improve your site’s search engine rankings.
Conclusion
As a conclusion, from my point of view Emirates Islamic Bank website is one of the
successful websites it meet the need of customers in many ways. First, this website is looking
forward to see what attract the customers and the team is trying their best in order to satisfy
their customers.
Secondly, the website is well secure so the customer will not get any viruses and that is one of
the reasons that make this website very good.
Thirdly, this website have a very good quality which the speed is high, HTML quality is clean
and have no out of order code and the design is very simple. The website offer a lot of
services which let the website gain more customers.
Fourth, the website is well maintained and supported and that is one the aspect that a
successful websites need it.
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E-Business Management -ECOM – Level.05
References
"Data Integrity - Ensuring Data Integrity." Data-Integrity-ENSURING-DATA-
INTEGRITY.html. April 10, 2001. Web. 4 Oct 2009.
.
"Electronic business." wiki/Electronic_business. Web. 1 Oct 2009.
.
"Website Maintenance." websitemaintenance.htm. 2002. Web. 1 Oct 2009.
.
"What Is The Meaning Of Banker And Customer And What Is The Relationship Between
Them?." Web. 2 Oct 2009. .
http://www.emiratesislamicbank.ae
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E-Business Management -ECOM – Level.05
Appendices
Appendix 1:
Interviewee name:
Qasim Zuberi
Manager Alternate Channels and Projects
Emirates Islamic Bank
Qasimz@emiratesislamicbank.ae
04-7015234
Interview Questions
1. Who are the internet customer
2. Who are your company customers?
3. What do internet customer need
4. How you maintain the security in the website
5. How you maintain the data in the website
6. How you protect the customer information
7. Explain the service and the quality of the website
8. How can I know if the website in a good quality
9. How you support the website
10.How you keep the maintenance of the website
11.Is the website kept up-to-date?
12.When does the company do maintenance on the site and does this
inconvenience customers?
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Appendix 2
Internet Banking Security
Remote Banking > Security >
Please be aware that Emirates Islamic Bank will never ask you your ATM Card Number/PIN, Internet
Banking passwords and other such personal details via e-mail. Periodically, we may send e-mails
promoting our products, services and events, but such e-mails will not ask for any sensitive personal
details.
Always go to the Emirates Islamic Bank website www.emiratesislamicbank.ae and click the "Internet
Banking" button to start your "secure" Internet Banking session.
If you happen to receive any such suspicious e-mails:
Please do not follow any of the instructions therein: do not click on the link and delete the email
immediately.
If you have clicked in the link in the email, perform a scan for possible viruses and Trojans using
your virus protection software. Should you require further information, please contact your
software vendor.
After you have completed a scan on your computer and cleaned it of all viruses and trojans,
immediately re-set your Internet Banking Password.
We recommend that you should always have upto-date anti-virus protection while using Internet
Banking services.
Please contact our Customer Service Helpdesk on +971 4 3160101 in case you receive any such
fraudulent emails
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