Determinant Of Online Service Quality Towards Consumer Adoption Of Online Banking In Malaysia

Ng, Ji Jie (2016) Determinant Of Online Service Quality Towards Consumer Adoption Of Online Banking In Malaysia. Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

Consumer adoption with the services provide in a firm was often look as the key to a firm’s success and long-term competitiveness. In the aspect of relationship marketing, consumer adoption was often viewed as a central determinant of customer retention. The important of this research was to ensure that bank institutions provides the best services to their customers. Besides that, the research was also carried out to get the view what are the services that needed by the online banking user to be implement by the bank institutions. The research objectives is to determine the online service quality towards consumer adoption of online banking in Malaysia. In this research, data was collected through questionnaire, research strategy was survey with total 150 respondents and the analysis is carrying out using Statistical Package for Social Sciences (SPSS) and Microsoft Excel. From the result, it was proved that bank institutions provides good service to their customer. Data about consumers help bank institutions to define the need and identify the opportunities and threats for a service. Customer response was ultimate test of whether a service strategy will succeed.

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