Factors influencing customer service delivery of electronic banking services in Malaysian banking industry: a structural equation modelling approach

Abubakar, Aliyu Alhaji (2014) Factors influencing customer service delivery of electronic banking services in Malaysian banking industry: a structural equation modelling approach. PhD thesis, Universiti Tun Hussein Onn Malaysia.

[img]
Preview
PDF
2070Kb

Abstract

Electronic Banking Services (EBS's) are important in today's competitive banking markets. Research into the adoption and use of EBS's worldwide has largely focused on the determinants of EBS's adoption, not customer service delivery. With the Kano model, this thesis has evaluated the factors that influence custoxner satisfaction toward service delivery of EBS's in Malaysia. The methodology employed was quantitative; however, qualitative approaches were also included to support the development of the research instrument. An online survey was carried out using convenience sampling, and supported by snowball sampling. Exploratory factor analysis (EFA) , confirmatory factor analysis (CFA) and analysis of moment structures were used to test the validity and reliability of the conceptual research model. ,' The survey results supported nine of the twelve hypotheses from the conceptual research model. This validates the use of the modified Kano model when analysing the customer service delivery of EBS's among customers of commercial banks in Malaysia. This research has only been applied to Malaysian commercial banks, and further testing across different industries and countries is needed to generalise the findings. The researchers conclude that Malaysian banks can improve customer service delivery with EBS's (online banking, mobile banking, ATMs) by focusing on the three behavioural factors of security, convenience and cost. In summary, this thesis lzas tested and modified the Kano rnodel for use in the context of EBS's.

Item Type:Thesis (PhD)
Subjects:H Social Sciences > HG Finance > HG1501 Banking
ID Code:8055
Deposited By:Normajihan Abd. Rahman
Deposited On:30 May 2016 16:03
Last Modified:30 May 2016 16:03

Repository Staff Only: item control page