E-Banking Services and Customer Satisfaction: Focus on A Private Bank in Malaysia

Abstract

This study attempts to assess the quality of the service provided to E-banking customers of one of the private banks in Malaysia. The purpose of this study is to investigate the effect of security and privacy, reliability, system availability, and website design on customer satisfaction in E-banking services in Malaysia. The research study adopted a descriptive research design that applies primary data where a structured questionnaire was used to collect data. The population of the study is 155 E-banking users in Malaysia, the data was analyzed using the Statistics Package for Social Sciences (SPSS 19), and was interpreted using Cronbach’s Alpha reliability test, Pearson Correlation, and Multiple Linear Regression. The findings were presented in figures and tables with percentage scores, mean, and standard deviation. The study concluded that website design had the strongest influence on customer satisfaction, followed by system availability, reliability, and security & privacy. The study recommends future studies to use different methods on the same topic to get more variety and accurate results; in addition, more significant independent variables should be included to overcome the problem of factor constraint. Independent variables such as responsiveness and ease of use should be discussed to have a more general understanding of customers’ satisfaction towards online banking. Hence, future researches should be encompassed with more reliable independent variables in order to generate more detailed results.