The Relationship between E-Service Quality and User Satisfaction Regarding the Use of Mobile Banking in The Banking Industry
Journal Title: International Journal of Academic Research in Business and Social Sciences - Year 2018, Vol 8, Issue 12
Abstract
Digital transformation is predominantly used in a business context, but it also impacts the banking industry, which is involved in tackling customer-centric sense of increasingly demanding customers who value speed, cost efficiencies and value-added innovative services. Therefore, the main purpose of this study is to determine the relationship between e-service quality and user satisfaction regarding the use of mobile banking in the banking industry. The scope of this study was the public users who have experienced using mobile banking services such as Bank Islam Internet Banking, CIMBClicks, MayBank2U, iRakyat, MyBSN and others. A total of 146 respondents were included in this study. The data was analysed using partial least square (PLS) techniques through the SmartPLS 3.0 software. The result indicated that there was a positive and significant relationship between e-service quality and user satisfaction in the use of mobile banking services. The most influential factor on user satisfaction was security followed by cost and ease of use, while reliability, responsiveness and usefulness were not significantly influential. Therefore, the researchers highly recommended for the banking industry to plan tremendous approaches and build up suitable actions by focusing on those particular e-service elements that represent significant outcomes that obviously leads to better business performance to the company. The researchers also recommended for future research to be carried out on other industries using different methodologies such as longitudinal method, enlarging the sample size and using the qualitative approach.
Authors and Affiliations
Nor Afni Md Sari, Noor Azlina Mohamed Yunus, Norshima Humaidi, Azzura Nordin
Keywords
Related Articles
- EP ID EP596034
- DOI 10.6007/IJARBSS/v8-i12/5287
- Views 44
- Downloads 0
Analysis Factors Influencing Financial Management Behaviour
This study aims to examine the effect of income, higher education learning, financial knowledge, financial literacy, financial attitude, and the locus of control toward financial management behavior on Economics Faculty...
Determinants of Indicators for Risk Management Process of Royal Malaysian Customs Department
Tax evasion and tax avoidance have become the central issue in the revenue collection in Malaysia. Although, the higher penalty was imposed to the tax evader, the tax gap detected during auditing process seems crucial. T...
Asset Ownership Pattern of the Coastal Fishermen: A Poverty Polemic
This study gives emphasis on property ownership pattern of the coastal fisherman in the study area. Property ownership among the fishermen includes fishing equipment such as boats, engines and trawls. The pattern of equi...
Determinants of Credit Risk in Islamic and Conventional Bank: Evidence from Malaysia
Risks in banking have to be managed properly to ensure that banks can sustain in the financial industry. This paper examines the credit risk with the factors that influence risk in Islamic and conventional banking. This...
The Significance of Islamic Ethics to Quality Accounting Practice
The objective of this paper is to examine the significance of Islamic ethics principles towards quality accounting practices. This paper also explores the suitability of Islamic ethics principles to be integrated in acco...