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Determining Factors of Malaysian Customers Patronage of Foreign Bank

Two hundred questionnaires, which were considered as complete, acceptabe and usable, were reveived from the customers of the thirteen foreign banks with regards to the area of Kuala Lumpur. Questionnaire was developed to examine the major factors considered most important in the process of selectin...

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Main Author: Juhaida, Abu Bakar
Format: Thesis
Language:English
Published: 2003
Subjects:
HG Finance
Online Access:http://etd.uum.edu.my/1001/1/JUHAIDA_BT._ABU_BAKAR.pdf
http://etd.uum.edu.my/1001/
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spelling my.uum.etd.10012013-07-24T12:09:59Z http://etd.uum.edu.my/1001/ Determining Factors of Malaysian Customers Patronage of Foreign Bank Juhaida, Abu Bakar HG Finance Two hundred questionnaires, which were considered as complete, acceptabe and usable, were reveived from the customers of the thirteen foreign banks with regards to the area of Kuala Lumpur. Questionnaire was developed to examine the major factors considered most important in the process of selecting a foreign commercial bank in Malaysia by demographic groups and socioeconomic characteristic. Moveover, this study was also designed to identify the perceptions of Malaysian customers concerning the services offered by bank between demographic and socioeconomic characteristic. The data were analysed by using SPSS programme. T-tests one-way ANOVA was applied in order to determine the significant relationships for the ten hyphotheses at 10 percent level of significant. The findings revealed that foreign bank selection criteria are significantly related to gender, level of education, monthly income usage frequency of bank. Meanwhile, factor analysis with varimax rotation was used to identify underlying dimensions in the set of foreign bank selection criteria and usefulness of services offered by foreign bank. The results suggest that there were seven factors considered most important namely 'service quality', 'credit availability and price competition', 'word of mouth and differentiation', 'delivery system', 'ambiance', 'bank reputation' and 'convenience'. In terms of usefulness of services, three factors were found important which ara 'service facilities', 'consumer convenien' and 'convenience and account held'. Besides all these analysis, percentage and frequency distribution were also used to analyze the respondent profile. For the determinants of foreign bank selection criteria results, the study reveal that some criteria are viewed as having more importance than other criteria according to the demographic and socioeconomic segmentation. When asked why they patronize foreign banks, overall the respondents gave answers similar to those found by other researchers, plus reasons specific to the Malaysian context. 2003-06-14 Thesis NonPeerReviewed application/pdf en http://etd.uum.edu.my/1001/1/JUHAIDA_BT._ABU_BAKAR.pdf Juhaida, Abu Bakar (2003) Determining Factors of Malaysian Customers Patronage of Foreign Bank. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
topic HG Finance
spellingShingle HG Finance
Juhaida, Abu Bakar
Determining Factors of Malaysian Customers Patronage of Foreign Bank
description Two hundred questionnaires, which were considered as complete, acceptabe and usable, were reveived from the customers of the thirteen foreign banks with regards to the area of Kuala Lumpur. Questionnaire was developed to examine the major factors considered most important in the process of selecting a foreign commercial bank in Malaysia by demographic groups and socioeconomic characteristic. Moveover, this study was also designed to identify the perceptions of Malaysian customers concerning the services offered by bank between demographic and socioeconomic characteristic. The data were analysed by using SPSS programme. T-tests one-way ANOVA was applied in order to determine the significant relationships for the ten hyphotheses at 10 percent level of significant. The findings revealed that foreign bank selection criteria are significantly related to gender, level of education, monthly income usage frequency of bank. Meanwhile, factor analysis with varimax rotation was used to identify underlying dimensions in the set of foreign bank selection criteria and usefulness of services offered by foreign bank. The results suggest that there were seven factors considered most important namely 'service quality', 'credit availability and price competition', 'word of mouth and differentiation', 'delivery system', 'ambiance', 'bank reputation' and 'convenience'. In terms of usefulness of services, three factors were found important which ara 'service facilities', 'consumer convenien' and 'convenience and account held'. Besides all these analysis, percentage and frequency distribution were also used to analyze the respondent profile. For the determinants of foreign bank selection criteria results, the study reveal that some criteria are viewed as having more importance than other criteria according to the demographic and socioeconomic segmentation. When asked why they patronize foreign banks, overall the respondents gave answers similar to those found by other researchers, plus reasons specific to the Malaysian context.
format Thesis
author Juhaida, Abu Bakar
author_facet Juhaida, Abu Bakar
author_sort Juhaida, Abu Bakar
title Determining Factors of Malaysian Customers Patronage of Foreign Bank
title_short Determining Factors of Malaysian Customers Patronage of Foreign Bank
title_full Determining Factors of Malaysian Customers Patronage of Foreign Bank
title_fullStr Determining Factors of Malaysian Customers Patronage of Foreign Bank
title_full_unstemmed Determining Factors of Malaysian Customers Patronage of Foreign Bank
title_sort determining factors of malaysian customers patronage of foreign bank
publishDate 2003
url http://etd.uum.edu.my/1001/1/JUHAIDA_BT._ABU_BAKAR.pdf
http://etd.uum.edu.my/1001/
_version_ 1644276314405863424
score 13.211869

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