Author

  • Rabiatuladawiah Aripin

    • Faculty of Business and Management, Universiti Teknologi Mara (UiTM), Puncak Alam, Selangor, Malaysia
    • Malaysia

  • Natasha Dzulkalnine

    • Faculty of Business and Management, Universiti Teknologi Mara (UiTM), Puncak Alam, Selangor, Malaysia
    • Malaysia

  • Ahmad Nizam Mohd Yusof

    • Faculty of Business and Management, Universiti Teknologi Mara (UiTM), Puncak Alam, Selangor, Malaysia
    • Malaysia

  • Nur Izzaty Mohamad

    • School of Humanities, Universiti Sains Malaysia (USM), Penang, Malaysia
    • Malaysia

  • Ihfasuziella Ibrahim

    • Construction Research Institute of Malaysia (CREAM), The Met Corporate Towers, Jalan Dutamas, Kuala Lumpur, Malaysia
    • Malaysia

Abstract

People nowadays prefer to use online banking apps as their main applications to transfer money, make payments while shopping, pay their bills and else. Meanwhile, the banks also compete to upgrade their system so that the customers will keep using them without any hesitation or complaint. The main focus of this study is to find out the easiness of app usage, reliability, safety and security towards customer satisfaction with online banking in Malaysia. The research objectives were to analyze the factors that contribute to customer satisfaction in online banking, to examine the influence of ease of app use, reliability and safety and security towards customer satisfaction on online banking services, and to investigate the relationship between effectiveness, reliability and safety and security towards customer satisfaction on online banking. Thus, the preliminary was done using 47 respondents with various backgrounds to undertake the study. The findings have shown that all variables in the questionnaire have good and excellent internal consistency with the Cronbach alpha showing more than 0.80. The frequency distribution has also been done using the mean and ranking of each statement. Most of the statements agreed by the respondents on all parts of the questionnaire ranged from 3.00 to 4.32. This study is expected to benefit various parties, especially the banking sector and the end-users of online banking services.

Keywords

References

  • Alayli, S. (2023). The impact of mobile banking on banking performance throughout the COVID-19 pandemic. International Journal of Science and Research Archive, 10(1), 749–757. https://doi.org/10.30574/ijsra.2023.10.1.0824
  • Criollo-C, S., Guerrero-Arias, A., Jaramillo-Alcázar, Á., & Luján-Mora, S. (2021). Mobile learning technologies for education: Benefits and pending issues. Open Journal of Applied Sciences, 11(9). https://doi.org/10.3390/app11094111
  • Efijemue, O., Callistus, O., Somtobe, O., Esther, T., Somto, K.-A., Clement, O., & Ejimofor, I. (2023). Cybersecurity Strategies for Safeguarding Customer’s Data and Preventing Financial Fraud in the United States Financial Sectors. International Journal on Soft Computing, 14(3), 01–16. https://doi.org/10.5121/ijsc.2023.14301
  • Gautam, D. K., & Sah, G. K. (2023). Online Banking Service Practices and Its Impact on E-Customer Satisfaction and E-Customer Loyalty in Developing Country of South Asia-Nepal. SAGE Open, 13(3), 1–14. https://doi.org/10.1177/21582440231185580
  • Hung, W. H., Tseng, C. L., Chang, F. K., & Ho, C. F. (2021). Effects of Utilitarian and Hedonic Emotion on the Use of Online Banking Services. Journal of Global Information Management, 29(6), 1–20. https://doi.org/10.4018/JGIM.20211101.oa5
  • Lima-Vargas, S., Cervantes-Aldana, F. J., & Lima-Vargas, A. E. (2021). Quality Perception of Gen Z Consumer on Traditional Banking Services. Open Journal of Business and Management, 09(05), 2548–2565. https://doi.org/10.4236/ojbm.2021.95140
  • Matar, A., & Alkhawaldeh, A. M. (2022). Adoption of electronic cards using Wi-Fi platform services by clients of the banking sector during the COVID-19 pandemic. International Journal of Engineering Business Management, 14, 1–11. https://doi.org/10.1177/18479790221112797
  • Omotayo, F. O. (2020). Use and Non-Use of Internet Banking Among Elderly People in Nigeria. International Journal of Social Sciences and Management, 7(2), 42–54. https://doi.org/10.3126/ijssm.v7i2.28597
  • Pham, A. H. T., Pham, D. X., Thalassinos, E. I., & Le, A. H. (2022). The Application of Sem–Neural Network Method to Determine the Factors Affecting the Intention to Use Online Banking Services in Vietnam. Sustainability Journal, 14(10). https://doi.org/10.3390/su14106021
  • Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. TQM Journal, 32(6), 1443–1466. https://doi.org/10.1108/TQM-02-2020-0019
  • Rupal, J., & Singh, R. (2023). Evaluating the Impact of E-Banking on Customer Satisfaction: A Comprehensive Systematic Review. Aibi, Revista de Investigacion Administracion e Ingenierias, 11(3), 115–125. https://doi.org/10.15649/2346030X.3375
  • Soni, T., & Remedios, D. J. (2023). Digital Banking Acceptance in Gen X Citizens of Urban India. 15th International Conference of the European Academy of Design, October, 1–13. https://doi.org/10.22533/at.ed.63224130513
  • Subramanian, S., S, L., & P, R. P. (2023). Customer Experience and Satisfaction Towards Digital Banking. International Journal of Humanities, Law and Social Sciences, IX(II (D)), 61–66.
  • Vu, T., & Khanh, N. (2021). Service Quality And Its Impact On Customer Satisfaction (Issue November). https://doi.org/10.6084/m9.figshare.17089454
  • Zabri, M. Z. M., & Mohammed, M. O. (2018). Examining the behavioral intention to participate in a Cash Waqf-Financial Cooperative-Musharakah Mutanaqisah home financing model. Managerial Finance, 44(6), 809–829. https://doi.org/10.1108/MF-05-2017-0189

Downloads

No downloads have been recorded for this article yet. Figures appear here once readers begin downloading the full text.

How to Cite

Aripin, R., Dzulkalnine, N., Mohd Yusof, A. N., Mohamad, N. I., & Ibrahim, I. (2024). Easiness of Apps Usage, Reliability, Safety and Security Towards Customer Satisfaction on Online Banking in Malaysia: A Preliminary Study. Information Management and Business Review, 16(3(I)S), 698-705. https://doi.org/10.22610/imbr.v16i3(I)S.4098

Share this article

License

Copyright (c) 2024 Rabiatuladawiah Aripin, Natasha Dzulkalnine, Ahmad Nizam Mohd Yusof, Nur Izzaty Mohamad, Ihfasuziella Ibrahim (Author)

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Author (s) should affirm that the material has not been published previously. It has not been submitted and it is not under consideration by any other journal. At the same time author (s) need to execute a publication permission agreement to assume the responsibility of the submitted content and any omissions and errors therein. After submission of revised paper in the light of suggestions of the reviewers, the editorial team  edits and formats manuscripts to bring uniformity and standardization in published material.

This work will be licensed under Creative Commons Attribution 4.0 International (CC BY 4.0) and under condition of the license, users are free to read, copy, remix, transform, redistribute, download, print, search or link to the full texts of articles and even build upon their work as long as they credit the author for the original work. Moreover, as per journal policy author (s) hold and retain copyrights without any restrictions.

Keywords

Section

Research Paper

Published in

Vol. 16 No. 3(I)S (2024) Supply Chain Sustainability, Smart HRM & Inclusive Education View issue contents

Published

2024-10-07

Submissions

Have research to publish? Information Management and Business Review welcomes submissions.

Make a Submission