Audit Report on Website: Commonwealth Bank of Australia

Running head: AUDIT REPORT ON WEBSITE
Audit Report on Website: Commonwealth Bank of Australia
Name of the Student
Name of the University
Author’s Note:

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AUDIT REPORT ON WEBSITE
Table of Contents
Purpose of the Website...............................................................................................................2
Purpose of Web Business Model of Commonwealth Bank of Australia...................................2
Target Market of Commonwealth Bank of Australia with Consumer Behaviour Issues..........2
Dynamic Forces of Finance and Banking Industry for CBA.....................................................3
Analysis of the Website with 7Cs of Customer Interface, WebQual.........................................4
Analysis of the Website with Ease of Navigation and Attractiveness of the Site......................6
Building of Traffic, Development of e-CRM............................................................................6
Effectiveness of Online Branding..............................................................................................6
References..................................................................................................................................8

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AUDIT REPORT ON WEBSITE
Purpose of the Website
The main purpose of this website of Commonwealth Bank of Australia or CBA is to
provide an overview of the banking services and products to the customers. Details of the
application for house loan and other loans are also demonstrated here (CommBank. 2018).
The other purpose of this report is to provide the contact details and appropriate location of
the various branches of this bank in Australia and other parts.
Purpose of Web Business Model of Commonwealth Bank of Australia
The web business models of the CBA are brokerage and merchant. As they comprise
of the business model of brokerage, they are termed as market makers. This eventually refers
to the fact they bring buyers as well as sellers together for the purpose of facilitating the
various transactions (Schlagwein, Thorogood & Willcocks, 2014). Being a popular bank, this
particular web business model is extremely vital and significant for the CBA. With the help
of the web business model of brokerage, they are able to facilitate the transactions easily and
promptly. The next web business model of this CBA is merchant. This bank is even
considered as the wholesalers as well as the retailers of various goods and services. The
specific sales are made on the basis of the listed prices and even through auctions. The usual
business models of the CBA are B2C and B2B (Ryan, 2016). The B2C or business to
consumer business model is responsible for providing various services directly to the
respective customers.
Target Market of Commonwealth Bank of Australia with Consumer Behaviour Issues
The target market of Commonwealth Bank of Australia is checked by looking at the
customer value segments as well as program with the customer relationship life cycle
(Chaffey & Smith, 2013). There are five market segments of CBA, which are non customers,