Examining E-Service Quality In E-Banking, Customer Satisfaction And The Current Issues Affecting E-Banking Adoption Among Malaysian Banks

Shaiful Bahri, Norasnalira (2014) Examining E-Service Quality In E-Banking, Customer Satisfaction And The Current Issues Affecting E-Banking Adoption Among Malaysian Banks. Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

Since the modernization era, E-banking (Internet banking; Online banking) experienced the rapid growth in most countries and transformed traditional banking practices. The provided e-banking prevail traditional banking practices by the banking industry to their customers. According to (Parisa, 2006) by offering Internet banking services, traditional financial institutions seek to lower operating costs, improve customer banking services, retain customer, reduce their branch networks, and downsize the number of their service staff. There are three main grounds for this research, to determine e-service quality dimension in e-banking, to analyse the level of customer satisfaction in e-banking services and to analyse the issues in e-banking. This research helps better conversance which factor that really needed to be exposed in determining the significant of e-service quality dimensions in e-banking framework at Malaysia. Better understanding will gain in this research on how selected e-service quality dimensions affect e-banking framework to be the guideline for banks management. The quantitative method has been selected by researcher to be use in this research to analysed data. 150 questionnaires have been distributed to Gen X and Gen Y in the central region. As the dimensions of e-service quality chosen are identified, the new e-banking framework in Malaysia will expose. Inevitably, e-banking service will improved by the e-service quality dimension selected and impress better performance in future.

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