Service quality and customer satisfaction of mobile banking in Malaysia / Nur E'zzati Md Faisol

The aim of this research study is to find out the service quality gap between perception and expectation of mobile banking subscribers in Malaysia. This study also find out the relationship between service quality and customer satisfaction of mobile banking in Malaysia. This study use SERVQUAL model...

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Main Author:	Md Faisol, Nur E'zzati
Format:	Thesis
Language:	English
Published:	2017
Subjects:	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Consumer satisfaction Electronic funds transfers
Online Access:	https://ir.uitm.edu.my/id/eprint/65044/1/65044.pdf
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id	my-uitm-ir.65044
record_format	uketd_dc
spelling	my-uitm-ir.650442023-01-04T01:16:19Z Service quality and customer satisfaction of mobile banking in Malaysia / Nur E'zzati Md Faisol 2017 Md Faisol, Nur E'zzati Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Electronic funds transfers The aim of this research study is to find out the service quality gap between perception and expectation of mobile banking subscribers in Malaysia. This study also find out the relationship between service quality and customer satisfaction of mobile banking in Malaysia. This study use SERVQUAL model as instrument questionnaire. The variables include in this study are service quality as independent variable and customer satisfaction as dependent variable. The survey questionnaire has been divided into five dimension of service quality and it consist of perception and expectation question. A sample size of 200 respondents is conducted to existing mobile banking subscribers. The results of this study reveal that the expectations of mobile banking subscribers are higher than their perception in service quality. The results of the correlation analysis show that all the dimensions of service quality are significantly influenced customers satisfaction. The findings also provide several implication for future enhancements of mobile banking application in order to improve the high perception of mobile banking subscribers. This study also determined the significant, limitation and recommendation for the future enhancements in order to improve service quality and customer satisfaction of mobile banking in Malaysia. 2017 Thesis https://ir.uitm.edu.my/id/eprint/65044/ https://ir.uitm.edu.my/id/eprint/65044/1/65044.pdf text en public masters Universiti Teknologi MARA (UiTM) Faculty of Computer and Mathematical Sciences Hamidi, Saidatul Rahah
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Hamidi, Saidatul Rahah
topic	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Consumer satisfaction Electronic funds transfers
spellingShingle	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Consumer satisfaction Electronic funds transfers Md Faisol, Nur E'zzati Service quality and customer satisfaction of mobile banking in Malaysia / Nur E'zzati Md Faisol
description	The aim of this research study is to find out the service quality gap between perception and expectation of mobile banking subscribers in Malaysia. This study also find out the relationship between service quality and customer satisfaction of mobile banking in Malaysia. This study use SERVQUAL model as instrument questionnaire. The variables include in this study are service quality as independent variable and customer satisfaction as dependent variable. The survey questionnaire has been divided into five dimension of service quality and it consist of perception and expectation question. A sample size of 200 respondents is conducted to existing mobile banking subscribers. The results of this study reveal that the expectations of mobile banking subscribers are higher than their perception in service quality. The results of the correlation analysis show that all the dimensions of service quality are significantly influenced customers satisfaction. The findings also provide several implication for future enhancements of mobile banking application in order to improve the high perception of mobile banking subscribers. This study also determined the significant, limitation and recommendation for the future enhancements in order to improve service quality and customer satisfaction of mobile banking in Malaysia.
format	Thesis
qualification_level	Master's degree
author	Md Faisol, Nur E'zzati
author_facet	Md Faisol, Nur E'zzati
author_sort	Md Faisol, Nur E'zzati
title	Service quality and customer satisfaction of mobile banking in Malaysia / Nur E'zzati Md Faisol
title_short	Service quality and customer satisfaction of mobile banking in Malaysia / Nur E'zzati Md Faisol
title_full	Service quality and customer satisfaction of mobile banking in Malaysia / Nur E'zzati Md Faisol
title_fullStr	Service quality and customer satisfaction of mobile banking in Malaysia / Nur E'zzati Md Faisol
title_full_unstemmed	Service quality and customer satisfaction of mobile banking in Malaysia / Nur E'zzati Md Faisol
title_sort	service quality and customer satisfaction of mobile banking in malaysia / nur e'zzati md faisol
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Computer and Mathematical Sciences
publishDate	2017
url	https://ir.uitm.edu.my/id/eprint/65044/1/65044.pdf
_version_	1783735532607504384

Service quality and customer satisfaction of mobile banking in Malaysia / Nur E'zzati Md Faisol

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