Understanding Customer Satisfaction of Internet Banking: A Case Study In Malacca

Ling, Goh Mei; Yeo, Sook Fern; Lim, Kah Boon; Huat, Tan Seng

doi:10.1016/s2212-5671(16)30096-x

Cited by 91 publications

(77 citation statements)

References 4 publications

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“…Security/privacy risk is a possible loss due to fraud or a hacker intrude the security of an online bank user (Lee 2009). Service quality, web design and content, security and privacy, convenience and speed where web design and content, convenience and speed are the major factors that influence customer satisfaction in Internet banking (Ling et al 2016). Trust and distrust are separate constructs and the traditional e-retailing trust had a nomological network and highlighted several distrust experiences whose negative outcome on intention to use online banking (Benamati et al 2010).…”

Section: Introductionmentioning

confidence: 99%

What obstruct customer acceptance of internet banking? Security and privacy, risk, trust and website usability and the role of moderators

Ilmudeen

Bao

2018

The Journal of High Technology Management Research

102

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Comparatively a little attention has been paid to the factors that obstruct the acceptance of Internet banking in Sri Lanka. This research assimilates constructs such as security and privacy, perceived trust, perceived risk, and website usability. To test the conceptual model, we collected 186 valid responses from customers who use Internet banking in Sri Lanka. The structural equation modelling technique is applied and hypotheses are validated. The findings show perceived trust and website usability are the possible obstructing factors that highly concerned by Internet banking customers. While security and privacy, and perceived risk are not significant and these are not highly concerned by customers in Internet banking acceptance. The age and gender reveal the moderating effect in each exogenous latent constructs relationship. The practical and managerial implications of the findings are also discussed. This country specific study contributes to the advancement of Internet banking acceptance, and offers some useful insights to researchers, practitioners and policy makers on how to enhance Internet banking acceptance for country similar in context.

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Section: Introductionmentioning

confidence: 99%

What obstruct customer acceptance of internet banking? Security and privacy, risk, trust and website usability and the role of moderators

Ilmudeen

Bao

2018

The Journal of High Technology Management Research

102

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“…E-service quality is a vital part of Internet banking and banks since it affects customer satisfaction (Ling et al, 2016). Furthermore, information quality is the main factor that determines the use of the system and user satisfaction, the latter of which ultimately results to regular adoption (Wangpipatwong et al 2005;Wang and Liao 2008).…”

Section: Customer Satisfaction and Intention To Use Ebanking Servicesmentioning

confidence: 99%

“…However, when it comes to Internet banking, providers are faced with the major issue that most of their customers are not motivated to utilize the provided Internet banking services (Ling et al, 2016). This is often attributed to the fact that customers are not yet satisfied with the services being provided by Internet banking.…”

Section: Introductionmentioning

confidence: 99%

Scrutiny of Relationship between E-Banking Information Quality Dimensions and Customer Satisfaction

Ayyash¹

2017

Journal of Computer Science

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Poor information quality can have a significant negative effect on the success of an organization. This study investigated the relationship between information quality's dimensions, namely accuracy, completeness, timeliness and relevancy, on the satisfaction of customers towards E-banking services in Palestine's banking sector. It also studied the relationship between the intent to use E-banking services and customer satisfaction. The study implemented a quantitative method for data collection using a questionnaire survey. The results revealed that the accuracy, completeness, timeliness and relevancy of information had a positive effect on customer satisfaction towards E-banking services. Consequently, customer satisfaction affects the intention to utilize such services. The study also offered limitations, conclusions and recommendations for further studies in the future.

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“…Therefore, each company needs to identify customer requirements and expectations to survive the market. Measuring customer satisfaction is the most important tool to evaluate the performance of after-sales services at each company (Ling et al 2016). …”

Section: Satisfaction With After-sales Servicesmentioning

confidence: 99%

The impact of innovation on customer satisfaction: A study of the cosmetics producer in Tehran

Daragahi¹

2017

Int Rev

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Understanding Customer Satisfaction of Internet Banking: A Case Study In Malacca

Cited by 91 publications

References 4 publications

What obstruct customer acceptance of internet banking? Security and privacy, risk, trust and website usability and the role of moderators

What obstruct customer acceptance of internet banking? Security and privacy, risk, trust and website usability and the role of moderators

Scrutiny of Relationship between E-Banking Information Quality Dimensions and Customer Satisfaction

The impact of innovation on customer satisfaction: A study of the cosmetics producer in Tehran

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