Chang, Yong Hui and Foo, Yen Ting and Ooi, Yong Le and Wong, Chi Shin and Yong, Yin Theng (2020) Customer satisfaction on mobile banking in Perak, Malaysia. Final Year Project, UTAR.
Abstract
The advancement of new technology has caused the mobile banking become a famous and essential channel in banking industry. The usage of mobile phone has been expanded to global and consequently it will become a channel that could be more preferable by customers to conduct banking activities instead of traditional service channels. Mobile banking can be illustrated as a channel which is able to bring the connection between customer and bank through a mobile device. However, the adoption of mobile banking in Perak, Malaysia is considered low due to Perak still have many rural areas. Besides, those rural areas are unable to enjoy high speed of internet connectivity. This situation will influence the customer satisfaction on mobile banking. Furthermore, security also is the main concern for users in adopting the mobile banking. The quality of security protection may have a huge impact on reputation and adoption in using mobile banking. Moreover, there are many e-payment channels are competing in the market, hence, the quality of mobile banking services is important. Thus, the objective of this study is to examine whether the independent variables which are transaction speed, service quality, brand trustworthiness, and security have impact towards customer satisfaction on mobile banking in Perak, Malaysia. Next, in-depth reviews from previous researchers will be discussed in the part of Literature Review. In this study, we have used primary source which is questionnaire surveys to collect the data from respondents in Perak who are using mobile banking. There are 400 sets of questionnaires which consists of 40 questions in total. The survey questionnaire involved the information about the demographic, customer satisfaction on mobile banking, transaction speed, brand trustworthiness, service quality, and security. After collected date from respondents, the result of statistical analyses is analyzed by using Statistical Package for the Social Sciences (SPSS) software. In order to test the hypotheses developed in this research, there are few analyses conducted which are Descriptive Analysis, Reliability Test, Pearson’s Correlation Test, Multiple Linear Regression, and Analysis of Variance (ANOVA) Test. In addition, there are few major findings found after the analyses were conducted. It can be concluded that there is a positive relationship between four independent variables (transaction speed, brand trustworthiness, service quality, and security) with the dependent variables (Customer satisfaction on mobile banking) which is consistent with the hypotheses developed. Lastly, this study may provide some useful contributions for policy makers, regulators, mobile banking provider, and future researchers. For bankers, they may make improvement on their mobile banking quality in order to enhance the customer satisfaction on mobile banking. For mobile banking providers, they can understand the trend of mobile banking adoption and encouraged to implement this services in order to increase profit margin. For future researchers who intend to conduct a similar study, they may be able to get a better and more reliable results after taking into account the limitations of this study.
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