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Factors affecting customer service delivery of using online banking in Malaysia

Aliyu, Alhaji Abubakar and Tasmin, Rosmaini and Che Rusuli, Muhamad Saufi and Hashim, Norazlin and Gafar, Mudashir and Josu , Takala (2013) Factors affecting customer service delivery of using online banking in Malaysia. In: 1st FPTP Postgraduate Seminar, 23 December 2013, Fakulti Pengurusan Teknologi dan Perniagaan, UTHM .


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The rapid spread of information and communication technology (ICT) has made electronic banking the best channel to provide banking services/products to customers. The quality of online banking services has become a major area of attention among researchers and bank managers due to its strong impact on business performance, profitability and customer service delivery. Hence, banks now consider online banking as part of their strategic plan. This paper provides a model with 5 factors on the following dimensions: cost, convenience, security, online banking and customer service delivery. The study employed some hypotheses in order to guide the research in achieving the overall aim of the research as well as testing the stated hypotheses by using Structural Equation Modelling (SEM). The findings of the study reveal that security and convenience are the major drivers of customer service delivery of online banking in Malaysia. In addition, using online banking service context, the study also found a strong empirical evidence for measuring customer satisfaction with electronic banking services.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: customer service delivery; Kano’s model; Malaysian banking industry and online banking
Subjects: H Social Sciences > HF Commerce > HF5001-6182 Business
Divisions: Faculty of Technology Management and Business > Department of Production and Operation Management
Depositing User: Normajihan Abd. Rahman
Date Deposited: 04 May 2014 06:44
Last Modified: 21 Jan 2015 07:41
URI: http://eprints.uthm.edu.my/id/eprint/5409
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