E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor

This research is about the customer loyalty toward Internet banking among Klang Valley residents. It focused on the customer loyalty toward Internet banking that is still low and anxious. Nowadays, with the fast development of World Wide Web, most banking institution offered their services throug...

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Main Author:	Md Noor, Noor Farihan Elyana
Format:	Thesis
Language:	English
Published:	2005
Online Access:	https://ir.uitm.edu.my/id/eprint/1728/1/TD_NOOR%20FARIHAN%20ELYANA%20MD%20NOOR%20CS%2005_5%20P01.pdf
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id	my-uitm-ir.1728
record_format	uketd_dc
spelling	my-uitm-ir.17282019-07-22T03:46:39Z E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor 2005 Md Noor, Noor Farihan Elyana This research is about the customer loyalty toward Internet banking among Klang Valley residents. It focused on the customer loyalty toward Internet banking that is still low and anxious. Nowadays, with the fast development of World Wide Web, most banking institution offered their services through Internet and it becomes a popular alternative of traditional banking. Loyalty is totally different between traditional and online banking. Thus, this research is a research that identify, to find out and to determine the customer loyalty toward Internet banking. The objectives of this research are to identify the relationship between service performance rates and customer satisfaction level with their loyalty towards the internet banking. The sample was randomly selected at the area of Klang Valley. Most of the respondents rate the Internet banking service performance as good and affect their loyalty towards Internet banking. But the Chi-Square test indicates that there is no association between service performance rates and customer loyalty to the Internet banking. It contrasts with the relationship between customer satisfaction level and loyalty where the Chi-Square test indicates that there is relationship between both variables. It means that customer satisfaction level have significant impact on customer loyalty. By improving service performance such as response time and feedback and also customer satisfaction through adding more features and concern on security issues will increase customer loyalty toward internet banking. 2005 Thesis https://ir.uitm.edu.my/id/eprint/1728/ https://ir.uitm.edu.my/id/eprint/1728/1/TD_NOOR%20FARIHAN%20ELYANA%20MD%20NOOR%20CS%2005_5%20P01.pdf text en public degree Universiti Teknologi MARA Perpustakaan Tun Abdul Razak
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
description	This research is about the customer loyalty toward Internet banking among Klang Valley residents. It focused on the customer loyalty toward Internet banking that is still low and anxious. Nowadays, with the fast development of World Wide Web, most banking institution offered their services through Internet and it becomes a popular alternative of traditional banking. Loyalty is totally different between traditional and online banking. Thus, this research is a research that identify, to find out and to determine the customer loyalty toward Internet banking. The objectives of this research are to identify the relationship between service performance rates and customer satisfaction level with their loyalty towards the internet banking. The sample was randomly selected at the area of Klang Valley. Most of the respondents rate the Internet banking service performance as good and affect their loyalty towards Internet banking. But the Chi-Square test indicates that there is no association between service performance rates and customer loyalty to the Internet banking. It contrasts with the relationship between customer satisfaction level and loyalty where the Chi-Square test indicates that there is relationship between both variables. It means that customer satisfaction level have significant impact on customer loyalty. By improving service performance such as response time and feedback and also customer satisfaction through adding more features and concern on security issues will increase customer loyalty toward internet banking.
format	Thesis
qualification_level	Bachelor degree
author	Md Noor, Noor Farihan Elyana
spellingShingle	Md Noor, Noor Farihan Elyana E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor
author_facet	Md Noor, Noor Farihan Elyana
author_sort	Md Noor, Noor Farihan Elyana
title	E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor
title_short	E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor
title_full	E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor
title_fullStr	E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor
title_full_unstemmed	E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor
title_sort	e-loyalty : a study on customer loyalty of internet banking services in klang valley / noor farihan elyana md noor
granting_institution	Universiti Teknologi MARA
granting_department	Perpustakaan Tun Abdul Razak
publishDate	2005
url	https://ir.uitm.edu.my/id/eprint/1728/1/TD_NOOR%20FARIHAN%20ELYANA%20MD%20NOOR%20CS%2005_5%20P01.pdf
_version_	1783733050403717120

E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor

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