Customer Satisfaction on E-Banking Services Among University Students in Malaysia

doi:10.46281/asfbr.v7i1.1916

Cited by 3 publications

(2 citation statements)

References 19 publications

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“…However, some business professionals and academicians. Halim et al (2023) argue that customers who display satisfaction can cease to be loyal, hence suggesting that all loyal customers may not be satisfied whereas all satisfied customers do tend to be loyal. This study infers that the impact of CKM is more on customer trust than on customer satisfaction.…”

Section: Discussionmentioning

confidence: 99%

The Impact of CKM and Customer Satisfaction on Customer Loyalty in Saudi Banking Sector: The Mediating Role of Customer Trust

Albarq

2023

Administrative Sciences

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This study aims to explore the role of customer knowledge management (CKM) and satisfaction as antecedents of customer trust, and the mediating function of customer trust in the knowledge–loyalty and satisfaction–loyalty in the Saudi banking sector. This study intends to provide light on the significance of CKM and the ways in which it can support consumer trust, loyalty, and satisfaction. Data came from 600 consumers who responded to an online survey. By using regression analysis and descriptive statistics, seven hypotheses were created and tested. The findings exhibited that customer trust has a major impact on loyalty and that customer trust is positively impacted by CKM and satisfaction. Additionally, trust partially mediates the relationship between knowledge, loyalty, and satisfaction. The study contributes to the literature by examining the factors that influence customer loyalty, CKM engagement, satisfaction, and trust in the context of the Saudi banking industry. These research findings are helpful for managers and strategists in figuring out how to create customer loyalty programs that are a fit for their target market. The study is limited to the Saudi banking sector and may not be generalizable to other industries. Additionally, the study is based on self-reported data from customers, which may not accurately reflect their true opinions and behaviors.

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Section: Discussionmentioning

confidence: 99%

The Impact of CKM and Customer Satisfaction on Customer Loyalty in Saudi Banking Sector: The Mediating Role of Customer Trust

Albarq

2023

Administrative Sciences

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“…Many empirical studies have employed multivariate analysis techniques, such as SERVQUAL or path analysis, frequently utilized in previous marketing research, to investigate the relationship between banking services and customer satisfaction within the banking industry. These studies have consistently demonstrated that enhancing the quality of banking services can positively impact customer satisfaction and have a favorable impact on bank profitability (Boonlertvanich, 2019;Halim et al, 2023;Johnston, 1997;Oppewal & Vriens, 2000;Paul et al, 2016;Teeroovengadum, 2022;Varki & Colgate, 2001). Uddin (2020) demonstrated that the quality of banking services, including exemplary ATM service, mobile banking, and call center quality, is paramount in fostering customer loyalty and enhancing customer satisfaction.…”

Section: Effect Of Service Quality On Customer Satisfactionmentioning

confidence: 98%

Determinants of Customer Satisfaction in Retail Banking: Empirical Evidence From Japanese Bank Customers

2024

asfbr

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As a consumer-oriented service industry, the quality of customer service provided by banks and their customers' overall satisfaction with their services are becoming increasingly important. This study examines the factors influencing customer satisfaction with banking services provided by Japanese regional banks. Using data from the Japan Financial Institution Customer Ratings METER® of about 200,000 cases, we estimated the factors affecting customer satisfaction using an ordered probit model. The results indicate a positive correlation between direct financial services from regional banks and customer satisfaction. This relationship is solid when customers hold investment-related products. Additionally, we observed that individual customer satisfaction tends to decline with increasing financial asset holdings and increase as customers become more financially literate. Furthermore, we noticed that customer satisfaction tends to be higher for females than males, younger people than the elderly, and occupied customers than for unoccupied customers. The findings of this study suggest that customers may be more attracted to regional banks that provide investment information and advice tailored to their circumstances. It may be beneficial for regional banks to understand better factors that influence customer satisfaction, such as the age and gender of their customers, their level of financial Literacy, and the amount of financial assets they have. It would be beneficial for regional banks to consider these factors and enhance the quality of their direct interactions with customers and the customer service provided by their staff and call centers. This could help regional banks build long-term, ongoing relationships with their customers.

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Customer Awareness Towards e-Banking Management for Maintaining a Sustainable Environment

Dhanya B K,

Velmurugan

2023

RGSA

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Objective: The financial sector and banking support the economy as a whole. The objective of this study is to determine the extent to which consumers are conscious of the benefits of e-banking, the role of demographic factors in determining their satisfaction with e-banking, and the overall satisfaction level with bank services. Theoretical Framework: The study focuses on the financial sector and banking, exploring how private sector banks in India fulfil statutory and regulatory obligations while providing basic banking and para-banking services. Method: The research incorporates both primary and secondary sources and includes three public banks in Kerala, India: Bank of India, Indian Bank, and Union Bank of India. Each bank is considered a separate population, and a sample of 513 bank customers is selected from each region. The Cochran sample size calculation formula is used to determine the appropriate sample size. Statistical analysis, including multivariate analysis of variance and chi-square tests, is conducted using the Statistical Package for the Social Sciences (SPSS). Results and Conclusion: The findings indicate that bank consumers are satisfied with the e-banking environment and management. Implications of the Research: The research has implications for the banking industry, highlighting the importance of e-banking and demographic factors in customer satisfaction. The findings can inform banks in improving their electronic banking options and overall service quality. Originality/Value: This study contributes to the existing literature by examining consumer satisfaction with e-banking specifically within the context of public banks in Kerala, India.

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Customer Satisfaction on E-Banking Services Among University Students in Malaysia

Cited by 3 publications

References 19 publications

The Impact of CKM and Customer Satisfaction on Customer Loyalty in Saudi Banking Sector: The Mediating Role of Customer Trust

The Impact of CKM and Customer Satisfaction on Customer Loyalty in Saudi Banking Sector: The Mediating Role of Customer Trust

Determinants of Customer Satisfaction in Retail Banking: Empirical Evidence From Japanese Bank Customers

Customer Awareness Towards e-Banking Management for Maintaining a Sustainable Environment

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