Exploring mobile banking service on customer satisfaction: a case study on commercial bank in Selangor / Norhayati Abidin

Nowadays, mobile banking becomes trending among Malaysian banking consumers due high usage of mobile phones. Besides that, mobile business has been grown rapidly in the world. Purpose of this study is exploring mobile banking services on customer satisfaction: a case study on commercial bank in Sela...

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Main Author:	Abidin, Norhayati
Format:	Thesis
Language:	English
Published:	2016
Subjects:	Consumer satisfaction Electronic funds transfers
Online Access:	https://ir.uitm.edu.my/id/eprint/62912/1/62912.pdf
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id	my-uitm-ir.62912
record_format	uketd_dc
spelling	my-uitm-ir.629122022-08-05T03:28:23Z Exploring mobile banking service on customer satisfaction: a case study on commercial bank in Selangor / Norhayati Abidin 2016-01 Abidin, Norhayati Consumer satisfaction Electronic funds transfers Nowadays, mobile banking becomes trending among Malaysian banking consumers due high usage of mobile phones. Besides that, mobile business has been grown rapidly in the world. Purpose of this study is exploring mobile banking services on customer satisfaction: a case study on commercial bank in Selangor. Furthermore, customer satisfaction and mobile banking services are two critical issue, especially in the banking sector. The objective in this study are to identify the factors in mobile banking services on customer satisfaction on Commercial Bank in Selangor and to identify the relationship between customer satisfaction and the factors that influence customer satisfaction in mobile banking service. In this study, the method used is quantitative method. The respondent involved in this study are 107. The factors that influence customer satisfaction in mobile banking services was analyze using Factor Analysis with Principle Component Analysis. From this analysis, there have four factors that influence the customer satisfaction in mobile banking service such as perceived usefulness, perceived risk, relative advantage and perceived ease of use. The relationship between customer satisfaction and the factors in mobile banking services that influence the customer satisfaction was analyze using Pearson Correlation Analysis. The factors that have significant relationships between customer satisfactions on mobile banking services are relative advantage, perceived ease of use and perceived usefulness. Perceived risk don't have any relationship between customer satisfaction in mobile banking service. Besides that, in future recommendation for next researcher should do the larger size of sample of data. 2016-01 Thesis https://ir.uitm.edu.my/id/eprint/62912/ https://ir.uitm.edu.my/id/eprint/62912/1/62912.pdf text en public masters Universiti Teknologi MARA Faculty of Computer and Mathematical Sciences Redzuan, Fauziah
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Redzuan, Fauziah
topic	Consumer satisfaction Electronic funds transfers
spellingShingle	Consumer satisfaction Electronic funds transfers Abidin, Norhayati Exploring mobile banking service on customer satisfaction: a case study on commercial bank in Selangor / Norhayati Abidin
description	Nowadays, mobile banking becomes trending among Malaysian banking consumers due high usage of mobile phones. Besides that, mobile business has been grown rapidly in the world. Purpose of this study is exploring mobile banking services on customer satisfaction: a case study on commercial bank in Selangor. Furthermore, customer satisfaction and mobile banking services are two critical issue, especially in the banking sector. The objective in this study are to identify the factors in mobile banking services on customer satisfaction on Commercial Bank in Selangor and to identify the relationship between customer satisfaction and the factors that influence customer satisfaction in mobile banking service. In this study, the method used is quantitative method. The respondent involved in this study are 107. The factors that influence customer satisfaction in mobile banking services was analyze using Factor Analysis with Principle Component Analysis. From this analysis, there have four factors that influence the customer satisfaction in mobile banking service such as perceived usefulness, perceived risk, relative advantage and perceived ease of use. The relationship between customer satisfaction and the factors in mobile banking services that influence the customer satisfaction was analyze using Pearson Correlation Analysis. The factors that have significant relationships between customer satisfactions on mobile banking services are relative advantage, perceived ease of use and perceived usefulness. Perceived risk don't have any relationship between customer satisfaction in mobile banking service. Besides that, in future recommendation for next researcher should do the larger size of sample of data.
format	Thesis
qualification_level	Master's degree
author	Abidin, Norhayati
author_facet	Abidin, Norhayati
author_sort	Abidin, Norhayati
title	Exploring mobile banking service on customer satisfaction: a case study on commercial bank in Selangor / Norhayati Abidin
title_short	Exploring mobile banking service on customer satisfaction: a case study on commercial bank in Selangor / Norhayati Abidin
title_full	Exploring mobile banking service on customer satisfaction: a case study on commercial bank in Selangor / Norhayati Abidin
title_fullStr	Exploring mobile banking service on customer satisfaction: a case study on commercial bank in Selangor / Norhayati Abidin
title_full_unstemmed	Exploring mobile banking service on customer satisfaction: a case study on commercial bank in Selangor / Norhayati Abidin
title_sort	exploring mobile banking service on customer satisfaction: a case study on commercial bank in selangor / norhayati abidin
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Computer and Mathematical Sciences
publishDate	2016
url	https://ir.uitm.edu.my/id/eprint/62912/1/62912.pdf
_version_	1783735276115329024

Exploring mobile banking service on customer satisfaction: a case study on commercial bank in Selangor / Norhayati Abidin

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