A study on customer satisfaction toward online banking in Malaysia

This study was conducted to examine the factors influencing customer satisfaction toward online banking usages such as convenience, security, and service quality. The main objective of this study is to identify the relationship between convenience, security, and service quality with satisfaction among online banking users in Malaysia. A total of 385 questionnaires were collected. Using SPSS tools containing Frequency Analysis, Reliability and Validity Test, Descriptive Statistics, Spearman Correlation Analysis, and Multiple Regression Analysis, data analysis was carried out. The result shows the correlation between convenience, security, and service quality and satisfaction are significant. In conclusion, the findings of this study prove that there is a correlation between convenience, security, and service quality and customer satisfaction toward online banking in Malaysia. Also, based on Multiple Regression Analysis, all the factors (service quality, convenience and security) are closely influencing customer satisfaction toward online banking in Malaysia. This study gave implications to the bankers and future researchers. Because the conclusions are primarily focused on customer perspectives, bankers may be able to build a better plan to improve their competitive edge. Future researchers who want to conduct a comparative study might be able to acquire better and more trustworthy results if they consider the constraints of this one.