CUSTOMER SATISFACTION ON E-BANKING SERVICES AMONG UNIVERSITY STUDENTS IN MALAYSIA

Abstract

Electronic banking (e-banking) has become increasingly important due to its convenience and benefits to banking customers. The purpose of this study is to examine the factors influencing customer satisfaction with e-banking services among university students in Malaysia. Using a standardized questionnaire, the study utilized a cross-sectional design to collect data from 87 students based in Selangor, Malaysia. The findings show that reliability, security, and perceived usefulness are positively associated with customer satisfaction with e-banking services. These results indicate that customers are more attracted to banks that allow faster transactions via online portals, which are readily available, and customers perceive the system's usefulness in continuing their usage. In addition, customers stress the effectiveness of the website security system as they are concerned with the privacy of their personal information and the safety of their financial transactions while using e-banking. Understanding the factors influencing customer satisfaction with e-banking services will help banking institutions in Malaysia to deliver their customers an effective website with an appropriate setting and upgraded technological development to deliver first-class conditions services.