Online banking and customer service delivery in Malaysia: data screening and preliminary findings
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...
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2013
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| Online Access: | http://eprints.uthm.edu.my/4404/ http://eprints.uthm.edu.my/4404/1/Online_Banking_and_Customer_Service_Delivery.pdf |
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uthm-4404 |
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eprints |
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uthm-44042015-01-21T07:42:00Z Online banking and customer service delivery in Malaysia: data screening and preliminary findings Aliyu, Alhaji Abubakar Tasmin, Rosmaini Josu , Takala HF5001-6182 Business 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. 2013 Conference or Workshop Item PeerReviewed application/pdf http://eprints.uthm.edu.my/4404/1/Online_Banking_and_Customer_Service_Delivery.pdf Aliyu, Alhaji Abubakar and Tasmin, Rosmaini and Josu , Takala (2013) Online banking and customer service delivery in Malaysia: data screening and preliminary findings. In: 2nd International Conference on Innovation, Management and Technology Research (ICIMTR 2013) , 22-23 September 2013, Universiti Malaysia Kelantan . http://eprints.uthm.edu.my/4404/ |
| repository_type |
Digital Repository |
| institution_category |
Local University |
| institution |
Universiti Tun Hussein Onn Malaysia |
| building |
UTHM Institutional Repository |
| collection |
Online Access |
| topic |
HF5001-6182 Business |
| spellingShingle |
HF5001-6182 Business Aliyu, Alhaji Abubakar Tasmin, Rosmaini Josu , Takala Online banking and customer service delivery in Malaysia: data screening and preliminary findings |
| description |
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. |
| format |
Conference or Workshop Item |
| author |
Aliyu, Alhaji Abubakar Tasmin, Rosmaini Josu , Takala |
| author_facet |
Aliyu, Alhaji Abubakar Tasmin, Rosmaini Josu , Takala |
| author_sort |
Aliyu, Alhaji Abubakar |
| title |
Online banking and customer service delivery in Malaysia: data screening and preliminary findings |
| title_short |
Online banking and customer service delivery in Malaysia: data screening and preliminary findings |
| title_full |
Online banking and customer service delivery in Malaysia: data screening and preliminary findings |
| title_fullStr |
Online banking and customer service delivery in Malaysia: data screening and preliminary findings |
| title_full_unstemmed |
Online banking and customer service delivery in Malaysia: data screening and preliminary findings |
| title_sort |
online banking and customer service delivery in malaysia: data screening and preliminary findings |
| publishDate |
2013 |
| url |
http://eprints.uthm.edu.my/4404/ http://eprints.uthm.edu.my/4404/1/Online_Banking_and_Customer_Service_Delivery.pdf |
| first_indexed |
2018-09-05T11:13:19Z |
| last_indexed |
2018-09-05T11:13:19Z |
| _version_ |
1610765827829661696 |