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A study on customer satisfaction toward online banking in Malaysia

This study was conducted to examine the factors influencing customer satisfaction toward online banking usages such as convenience, security, and service quality. The main objective of this study is to identify the relationship between convenience, security, and service quality with satisfaction amo...

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Main Authors: Muhammad Fahmi Zaki, Nur Izzati Aqilah Mohamad Hisham, Nur Nadhira Zainol @ Dali, Nur Naimatul Salsabila Mohd Razif
Format: Undergraduate Final Project Report
Language:English
Published: 2022
Online Access:http://discol.umk.edu.my/id/eprint/3613/1/Group%2023.pdf
http://discol.umk.edu.my/id/eprint/3613/
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spelling my.umk.eprints.36132022-05-24T05:34:52Z http://discol.umk.edu.my/id/eprint/3613/ A study on customer satisfaction toward online banking in Malaysia Muhammad Fahmi Zaki Nur Izzati Aqilah Mohamad Hisham Nur Nadhira Zainol @ Dali Nur Naimatul Salsabila Mohd Razif This study was conducted to examine the factors influencing customer satisfaction toward online banking usages such as convenience, security, and service quality. The main objective of this study is to identify the relationship between convenience, security, and service quality with satisfaction among online banking users in Malaysia. A total of 385 questionnaires were collected. Using SPSS tools containing Frequency Analysis, Reliability and Validity Test, Descriptive Statistics, Spearman Correlation Analysis, and Multiple Regression Analysis, data analysis was carried out. The result shows the correlation between convenience, security, and service quality and satisfaction are significant. In conclusion, the findings of this study prove that there is a correlation between convenience, security, and service quality and customer satisfaction toward online banking in Malaysia. Also, based on Multiple Regression Analysis, all the factors (service quality, convenience and security) are closely influencing customer satisfaction toward online banking in Malaysia. This study gave implications to the bankers and future researchers. Because the conclusions are primarily focused on customer perspectives, bankers may be able to build a better plan to improve their competitive edge. Future researchers who want to conduct a comparative study might be able to acquire better and more trustworthy results if they consider the constraints of this one. 2022-01-28 Undergraduate Final Project Report NonPeerReviewed text en http://discol.umk.edu.my/id/eprint/3613/1/Group%2023.pdf Muhammad Fahmi Zaki and Nur Izzati Aqilah Mohamad Hisham and Nur Nadhira Zainol @ Dali and Nur Naimatul Salsabila Mohd Razif (2022) A study on customer satisfaction toward online banking in Malaysia. Final Year Project thesis, Universiti Malaysia Kelantan. (Submitted)
institution Universiti Malaysia Kelantan
building Perpustakaan Universiti Malaysia Kelantan
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Kelantan
content_source UMK Institutional Repository
url_provider http://umkeprints.umk.edu.my/
language English
description This study was conducted to examine the factors influencing customer satisfaction toward online banking usages such as convenience, security, and service quality. The main objective of this study is to identify the relationship between convenience, security, and service quality with satisfaction among online banking users in Malaysia. A total of 385 questionnaires were collected. Using SPSS tools containing Frequency Analysis, Reliability and Validity Test, Descriptive Statistics, Spearman Correlation Analysis, and Multiple Regression Analysis, data analysis was carried out. The result shows the correlation between convenience, security, and service quality and satisfaction are significant. In conclusion, the findings of this study prove that there is a correlation between convenience, security, and service quality and customer satisfaction toward online banking in Malaysia. Also, based on Multiple Regression Analysis, all the factors (service quality, convenience and security) are closely influencing customer satisfaction toward online banking in Malaysia. This study gave implications to the bankers and future researchers. Because the conclusions are primarily focused on customer perspectives, bankers may be able to build a better plan to improve their competitive edge. Future researchers who want to conduct a comparative study might be able to acquire better and more trustworthy results if they consider the constraints of this one.
format Undergraduate Final Project Report
author Muhammad Fahmi Zaki
Nur Izzati Aqilah Mohamad Hisham
Nur Nadhira Zainol @ Dali
Nur Naimatul Salsabila Mohd Razif
spellingShingle Muhammad Fahmi Zaki
Nur Izzati Aqilah Mohamad Hisham
Nur Nadhira Zainol @ Dali
Nur Naimatul Salsabila Mohd Razif
A study on customer satisfaction toward online banking in Malaysia
author_facet Muhammad Fahmi Zaki
Nur Izzati Aqilah Mohamad Hisham
Nur Nadhira Zainol @ Dali
Nur Naimatul Salsabila Mohd Razif
author_sort Muhammad Fahmi Zaki
title A study on customer satisfaction toward online banking in Malaysia
title_short A study on customer satisfaction toward online banking in Malaysia
title_full A study on customer satisfaction toward online banking in Malaysia
title_fullStr A study on customer satisfaction toward online banking in Malaysia
title_full_unstemmed A study on customer satisfaction toward online banking in Malaysia
title_sort study on customer satisfaction toward online banking in malaysia
publishDate 2022
url http://discol.umk.edu.my/id/eprint/3613/1/Group%2023.pdf
http://discol.umk.edu.my/id/eprint/3613/
_version_ 1763303298071265280
score 13.211869

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