Factors influencing consumers' satisfaction towards e-banking system in Malacca

Tan, , Shet Chin (2015) Factors influencing consumers' satisfaction towards e-banking system in Malacca. Project Report. UTeM. (Submitted)

Text TAN SHET CHIN- FACTORS INFLUENCING CONSUMERS’ SATISFACTION TOWARDS E-BANKING SYSTEM IN MALACCA.pdf Download (330kB)

Abstract

E-banking is an essential distribution channel in banking industry of a development country. Although the range of services provided by banks over the electronic channel varies widely in content, this form of banking is generally referred to as electronic banking (Azouzi, 2009). In this research, researcher is interested to indentify the factors influencing consumers’ satisfaction towards e-banking system in Malacca. Hence, researcher finds out five factors which included security, convenience, trust, responsibility, and accessibility with consumers’ satisfaction towards e-banking system. Moreover, total of 200 e-banking users whose age are 18 and above in Malacca are be respondents in this research by carried out the survey questionnaire. The result of statistical analyses is analyzed by using Statistical Package for the Social Sciences (SPSS) software. Few analyses were conducted to examine the factors that influence consumers’ satisfaction towards e-banking system. Thus, Pearson’s Correlation Test, and Multiple Linear Regression for inferential analysis are used to test the hypothesis in this research project. Last but not least, the major findings are shown in the discussion. It can be concluded that there is significant impact between three independent variables (convenience, trust, and accessibility) with the dependent variables (consumers’ satisfaction towards e-banking system). The findings of this study can enhance the current knowledge level for future researches that intend to conduct further researches on similar areas.

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