The Effect of the Internet Banking on Customer Loyalty: A Study among Malaysian Banks

The banking services have been dynamic during the last decade due to the advent of the Internet in banking sector. One of the most vital challenges of the Internet as a service delivery channel is providing and maintaining service quality. Service quality is an input of customer trust which becomes...

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Main Author:	Saleh, Abdulbaset Mohamed I.
Format:	Thesis
Language:	eng eng
Published:	2009
Subjects:	HG Finance
Online Access:	https://etd.uum.edu.my/1779/1/Abdulbased_Mohamed_I._Saleh.pdf https://etd.uum.edu.my/1779/2/1.Abdulbased_Mohamed_I._Saleh.pdf
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id	my-uum-etd.1779
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
topic	HG Finance
spellingShingle	HG Finance Saleh, Abdulbaset Mohamed I. The Effect of the Internet Banking on Customer Loyalty: A Study among Malaysian Banks
description	The banking services have been dynamic during the last decade due to the advent of the Internet in banking sector. One of the most vital challenges of the Internet as a service delivery channel is providing and maintaining service quality. Service quality is an input of customer trust which becomes satisfaction and lead to loyalty as an output. Customer loyalty is a concern of any organizations as well as banking sectors. The purpose of this research was to gain better understanding of the impact of the Internet on customer loyalty in Malaysian banks. Four research questions have been formulated to achieve the purpose. Based on detailed literature review, a frame of reference was developed which helped to answer research questions and guide to data collection. A quantitative research approach was used to get better understanding of this issue. Empirical data were collected through questionnaires with the research questions and the frame of reference. Finally, in the last chapter findings and conclusions were drawn by answering research questions. In the research it was found that all the banks interviewed seem to have the same description, motivation and an underlining objective of customer loyalty and the Internet has affected from two different directions which are made up of both positive and negatives sides on customer loyalty creation by theses banks. The Internet has become more powerful media of providing bank services. Banks use the Internet as a new distribution channel for their products and services. The Internet facilitates home banking services which is becoming more popular in recent time. Another most important finding of this study, from both banks, is service quality which form an integral part of loyalty creation.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Saleh, Abdulbaset Mohamed I.
author_facet	Saleh, Abdulbaset Mohamed I.
author_sort	Saleh, Abdulbaset Mohamed I.
title	The Effect of the Internet Banking on Customer Loyalty: A Study among Malaysian Banks
title_short	The Effect of the Internet Banking on Customer Loyalty: A Study among Malaysian Banks
title_full	The Effect of the Internet Banking on Customer Loyalty: A Study among Malaysian Banks
title_fullStr	The Effect of the Internet Banking on Customer Loyalty: A Study among Malaysian Banks
title_full_unstemmed	The Effect of the Internet Banking on Customer Loyalty: A Study among Malaysian Banks
title_sort	effect of the internet banking on customer loyalty: a study among malaysian banks
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2009
url	https://etd.uum.edu.my/1779/1/Abdulbased_Mohamed_I._Saleh.pdf https://etd.uum.edu.my/1779/2/1.Abdulbased_Mohamed_I._Saleh.pdf
_version_	1747827203904634880
spelling	my-uum-etd.17792013-07-24T12:13:07Z The Effect of the Internet Banking on Customer Loyalty: A Study among Malaysian Banks 2009 Saleh, Abdulbaset Mohamed I. College of Business (COB) College of Business HG Finance The banking services have been dynamic during the last decade due to the advent of the Internet in banking sector. One of the most vital challenges of the Internet as a service delivery channel is providing and maintaining service quality. Service quality is an input of customer trust which becomes satisfaction and lead to loyalty as an output. Customer loyalty is a concern of any organizations as well as banking sectors. The purpose of this research was to gain better understanding of the impact of the Internet on customer loyalty in Malaysian banks. Four research questions have been formulated to achieve the purpose. Based on detailed literature review, a frame of reference was developed which helped to answer research questions and guide to data collection. A quantitative research approach was used to get better understanding of this issue. Empirical data were collected through questionnaires with the research questions and the frame of reference. Finally, in the last chapter findings and conclusions were drawn by answering research questions. In the research it was found that all the banks interviewed seem to have the same description, motivation and an underlining objective of customer loyalty and the Internet has affected from two different directions which are made up of both positive and negatives sides on customer loyalty creation by theses banks. The Internet has become more powerful media of providing bank services. Banks use the Internet as a new distribution channel for their products and services. The Internet facilitates home banking services which is becoming more popular in recent time. Another most important finding of this study, from both banks, is service quality which form an integral part of loyalty creation. 2009 Thesis https://etd.uum.edu.my/1779/ https://etd.uum.edu.my/1779/1/Abdulbased_Mohamed_I._Saleh.pdf application/pdf eng validuser https://etd.uum.edu.my/1779/2/1.Abdulbased_Mohamed_I._Saleh.pdf application/pdf eng public masters masters Universiti Utara Malaysia Aasael (1992), Consumer Behavior and Marketing Action , 4th edition, PWS-Kent,Boston, MA.Ahluwalia, R., Unnava, H.R.and Brunkrant, R.E (1999), Towards understanding the Value of a Loyal Customer: An Information-Processing Perspective,Marketing Science Institute , Report No. 99-116, Cambridge, MA.Allen, N.J. and Meyer, J.P. (1990), “The measurement and antecedents of affective,continuance and normative commitment to the organization”, Journal of Occupational and Organizational Psychology, Vol. 63 No. 1, pp. 1-18.Anderson, R.E. and Srinivasan, S.S. 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The Effect of the Internet Banking on Customer Loyalty: A Study among Malaysian Banks

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