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Satisfaction of financial services provided by Touch ‘n Go apps and commercial bank towards Malaysian

This research aims to examine and evaluate the satisfaction of financial services provided by Touch 'n Go apps and commercial banks towards Malaysians. The study employs a primary data collection method, using a Google Form questionnaire targeted at respondents aged between 18 to 25 years old....

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Main Authors: Cheong, Sync Yuet, Lee, Jing Ning, Ng, Qian Ning, Pan, Wei Xiong
Format: Final Year Project / Dissertation / Thesis
Published: 2023
Subjects:
HB Economic Theory
HG Finance
T Technology (General)
Online Access:http://eprints.utar.edu.my/5427/1/fyp_FN_2023_CSY.pdf
http://eprints.utar.edu.my/5427/
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spelling my-utar-eprints.54272023-08-15T14:07:43Z Satisfaction of financial services provided by Touch ‘n Go apps and commercial bank towards Malaysian Cheong, Sync Yuet Lee, Jing Ning Ng, Qian Ning Pan, Wei Xiong HB Economic Theory HG Finance T Technology (General) This research aims to examine and evaluate the satisfaction of financial services provided by Touch 'n Go apps and commercial banks towards Malaysians. The study employs a primary data collection method, using a Google Form questionnaire targeted at respondents aged between 18 to 25 years old. There are a total of five variables used in the research, including three independent variables (assurance, customer expectation, performance expectancy), one dependent variable (customer satisfaction), and one mediator variable (age). A total of 421 questionnaires were collected, which include 30 pilot test samples and 391 actual samples for further study and data analysis. The data collected was analysed using the SmartPLS analysis software. The research found that only 3 out of 14 hypothesis developments were significant, while the remaining 11 were insignificant. The results show that assurance and customer expectation have a significant impact on the satisfaction of financial services provided by Touch 'n Go, and customer expectation has a significant impact on the satisfaction of financial services provided by commercial banks. However, performance expectancy and age do not significantly impact the satisfaction of financial services provided by commercial banks and Touch 'n Go. Furthermore, the research provides useful data on implications, limitations, and recommendations, providing a useful reference for future research relating to this topic. 2023-04 Final Year Project / Dissertation / Thesis NonPeerReviewed application/pdf http://eprints.utar.edu.my/5427/1/fyp_FN_2023_CSY.pdf Cheong, Sync Yuet and Lee, Jing Ning and Ng, Qian Ning and Pan, Wei Xiong (2023) Satisfaction of financial services provided by Touch ‘n Go apps and commercial bank towards Malaysian. Final Year Project, UTAR. http://eprints.utar.edu.my/5427/
institution Universiti Tunku Abdul Rahman
building UTAR Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tunku Abdul Rahman
content_source UTAR Institutional Repository
url_provider http://eprints.utar.edu.my
topic HB Economic Theory
HG Finance
T Technology (General)
spellingShingle HB Economic Theory
HG Finance
T Technology (General)
Cheong, Sync Yuet
Lee, Jing Ning
Ng, Qian Ning
Pan, Wei Xiong
Satisfaction of financial services provided by Touch ‘n Go apps and commercial bank towards Malaysian
description This research aims to examine and evaluate the satisfaction of financial services provided by Touch 'n Go apps and commercial banks towards Malaysians. The study employs a primary data collection method, using a Google Form questionnaire targeted at respondents aged between 18 to 25 years old. There are a total of five variables used in the research, including three independent variables (assurance, customer expectation, performance expectancy), one dependent variable (customer satisfaction), and one mediator variable (age). A total of 421 questionnaires were collected, which include 30 pilot test samples and 391 actual samples for further study and data analysis. The data collected was analysed using the SmartPLS analysis software. The research found that only 3 out of 14 hypothesis developments were significant, while the remaining 11 were insignificant. The results show that assurance and customer expectation have a significant impact on the satisfaction of financial services provided by Touch 'n Go, and customer expectation has a significant impact on the satisfaction of financial services provided by commercial banks. However, performance expectancy and age do not significantly impact the satisfaction of financial services provided by commercial banks and Touch 'n Go. Furthermore, the research provides useful data on implications, limitations, and recommendations, providing a useful reference for future research relating to this topic.
format Final Year Project / Dissertation / Thesis
author Cheong, Sync Yuet
Lee, Jing Ning
Ng, Qian Ning
Pan, Wei Xiong
author_facet Cheong, Sync Yuet
Lee, Jing Ning
Ng, Qian Ning
Pan, Wei Xiong
author_sort Cheong, Sync Yuet
title Satisfaction of financial services provided by Touch ‘n Go apps and commercial bank towards Malaysian
title_short Satisfaction of financial services provided by Touch ‘n Go apps and commercial bank towards Malaysian
title_full Satisfaction of financial services provided by Touch ‘n Go apps and commercial bank towards Malaysian
title_fullStr Satisfaction of financial services provided by Touch ‘n Go apps and commercial bank towards Malaysian
title_full_unstemmed Satisfaction of financial services provided by Touch ‘n Go apps and commercial bank towards Malaysian
title_sort satisfaction of financial services provided by touch ‘n go apps and commercial bank towards malaysian
publishDate 2023
url http://eprints.utar.edu.my/5427/1/fyp_FN_2023_CSY.pdf
http://eprints.utar.edu.my/5427/
_version_ 1775627965436002304
score 13.211869

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