Impacts Of E-Service Quality (E-SQ) Dimensions Towards Customers Satisfaction In Internet Banking Usage At Melaka City

Zulkifli, Isfarini (2017) Impacts Of E-Service Quality (E-SQ) Dimensions Towards Customers Satisfaction In Internet Banking Usage At Melaka City. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Internet banking is an electronic payment system that enables customers of a financial institution to conduct financial transactions on a website operated by the institution,such as a retail bank,virtual bank,credit union or building society (Firdous, 2017).The purpose for this study is to analyze the impact of e-service quality towards customers‟ satisfaction in Internet banking usage at Melaka City.This research helps bank management to have a better understanding regarding an excellent Internet banking service quality and how it related to customer satisfaction.Researcher use five dimensions as independent variables which included trust ease of use, website design,responsiveness and personalization with customers‟ satisfaction towards Internet banking usage at Melaka.An explanatory survey had been done by using questionnaires for data collection purposes.The questionnaires were rated by using Likert 1-5 scale.Data were collected from a sample population of 200 Internet banking customers in Melaka only.The data were analyzed by using Cronbach‟s Alpha,Pearson Correlation and Multiple Regression Analysis in order to test the hypothesis for this study. The result shows that e-service quality dimensions have three significant impacts on the customer satisfaction towards Internet banking usage at Melaka which is trust,personalization and responsiveness. This research limitation is including geographical area limitations and understandable questionnaires.

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