UUM Electronic Theses and Dissertation
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Factors influencing customers satisfaction in using online banking among Ministry of Education employees

Nor ' Aqilah, Ghazally (2021) Factors influencing customers satisfaction in using online banking among Ministry of Education employees. Masters thesis, Universiti Utara Malaysia.

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Abstract

In Malaysia, the reliability of internet security and banking application is a major issue related to internet banking. The challenges and resistance that need to be faced by the banking sector are like attack by the hackers, spammers, security issue and so on. This study intends to examine the factors influence customers satisfaction in using online banking. Malaysia was known as one of the leading Islamic finance but there are still issue related to the online banking that influence customers from using online banking. Thus, this study aims to find the correlation between variables with customers satisfaction in Wilayah Persekutuan Putrajaya through a questionnaire, and the results used to examine whether the variables are the factors that influence customers satisfaction in using online banking. Primary data was used to determined factors influencing customers satisfaction in using online banking among Ministry of Education employees. From 193 respondents, this study has found out that reliability (RB), ease of use (EOU), privacy and security (PS), and speed of delivery (SOD) are the factors that influence customers satisfaction in using online banking. This study use diagnostic analysis to analyse the data obtained from questionnaires. The study found that, factors like RB and EOU have positive and significant influence to customer satisfaction in using online banking. The other two factors which is PS and SOD shows that it has positive influence but insignificant to the customer satisfaction.

Item Type: Thesis (Masters)
Supervisor : Mat Nor, Alias
Item ID: 9667
Uncontrolled Keywords: Online banking, Customer satisfaction, Reliability, Ease of use, Privacy and security, Speed of delivery
Subjects: T Technology > T Technology (General) > T58.5-58.64 Information technology
H Social Sciences > HF Commerce. > HF5548.34 Mobile Commerce
H Social Sciences > HG Finance
Divisions: College of Business (COB)
Date Deposited: 27 Jul 2022 08:16
Last Modified: 27 Jul 2022 08:16
Department: College of Business
Name: Mat Nor, Alias
URI: https://etd.uum.edu.my/id/eprint/9667

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