Easiness of Apps Usage, Reliability, Safety and Security Towards Customer Satisfaction on Online Banking in Malaysia: A Preliminary Study
Abstract
People nowadays prefer to use online banking apps as their main applications to transfer money, make payments while shopping, pay their bills and else. Meanwhile, the banks also compete to upgrade their system so that the customers will keep using them without any hesitation or complaint. The main focus of this study is to find out the easiness of app usage, reliability, safety and security towards customer satisfaction with online banking in Malaysia. The research objectives were to analyze the factors that contribute to customer satisfaction in online banking, to examine the influence of ease of app use, reliability and safety and security towards customer satisfaction on online banking services, and to investigate the relationship between effectiveness, reliability and safety and security towards customer satisfaction on online banking. Thus, the preliminary was done using 47 respondents with various backgrounds to undertake the study. The findings have shown that all variables in the questionnaire have good and excellent internal consistency with the Cronbach alpha showing more than 0.80. The frequency distribution has also been done using the mean and ranking of each statement. Most of the statements agreed by the respondents on all parts of the questionnaire ranged from 3.00 to 4.32. This study is expected to benefit various parties, especially the banking sector and the end-users of online banking services.
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