One of the world's leading financial services companies, Bank of America is committed to making banking work for customers and clients like it never has before. Through innovative technologies and the ingenuity of its people, Bank of America provides individuals, small businesses and commercial, corporate and institutional clients across the United States and around the world new and better ways to manage their financial lives. The company enables customers to do their banking and investing whenever, wherever and however they choose through the nation's largest financial services network, including approximately 4,400 domestic offices and 13,000 ATMs, as well as 30 international offices serving clients in more than 150 countries, and an Internet Web site that provides online banking access to 4 million active users, more than any other bank.
             As a result of a series of mergers, in 1999, Bank of America has grown to become one of the largest financial institutions in the United States. Despite the expansion of the company, bank of America's internet based services are still small, due to a lack of customer's usage; This constitute a problem in the system management of the organization. Bank of America has to change the structure and control system of its Internet based services in order to make it more efficient and more attractive to its customers. Furthermore, they need to take in consideration the fact E- Business can be utilized to improve their customer service operations and better their management system in general. Hence, they should improve their E-engineering by using new information technologies to smooth and enhance customer service. Customers should not only be allowed to access their account information online, nonetheless, they should be able to analyze and conduct transactions as well. Also when a problem arise, they should be able to communicate with customer service employees through E-mail but also throug...