Customer satisfaction towards online bankingservice quality

• Main Author: Saraswathi A/P Regunathan
• Format: Undergraduate Final Project Report
• Published: 2012
• Online Access: http://discol.umk.edu.my/id/eprint/5346/
• Institution: Universiti Malaysia Kelantan

Satisfaction is most important element in an organization and it same goes to banking industry.Banking sector should know how to tackle the customer ansd satisfy their expectation, needs and wants. There are many factors influence in enhance customer satisfaction. In this research, the researcher elaborates the relationship between overall customer satisfaction with service quality dimensions which are security,trust and accessibility. The objective of this research are to investigate the relationship between banking service quality (security,trust and accessibility and customer satisfaction and this research also try find out the strongest level impact of online banking service quality (security,trust and accessibility) on customer satisfaction. In this research, the researcher uses the data collection from students; businessman or businesswomen and working people by distribute the questionnaire to them. The data was measure using correlation to get the result. The finding shows that the relationship between the three dimensions and overall customer satisfactions are significant.