Online Banking and Customer Service Delivery in Malaysia: Data Screening and Preliminary Findings | Zendy

Alhaji Abubakar Aliyu | Zendy; Tasmin Rosmain | Zendy; Josu Takala | Zendy

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Online Banking and Customer Service Delivery in Malaysia: Data Screening and Preliminary Findings

Author(s) -

Alhaji Abubakar Aliyu,

Tasmin Rosmain,

Josu Takala

Publication year - 2014

Publication title -

procedia - social and behavioral sciences

Language(s) - English

Resource type - Journals

ISSN - 1877-0428

DOI - 10.1016/j.sbspro.2014.03.714

Subject(s) - business , retail banking , service quality , context (archaeology) , service delivery framework , marketing , sms banking , order (exchange) , profitability index , electronic banking , service (business) , customer satisfaction , customer to customer , customer advocacy , customer retention , the internet , computer science , finance , paleontology , world wide web , biology

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

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