The impact of online banking on customer service delivery in the Malaysian banking industry : Kano's model approach / Alhaji Abubakar Aliyu … [et al.]

Aliyu, Alhaji Abubakar and Tasmin, Rosmaini and Takala, Josu and Che Rusuli, Muhammad Saufi and H., Norazlin (2014) The impact of online banking on customer service delivery in the Malaysian banking industry : Kano's model approach / Alhaji Abubakar Aliyu … [et al.]. Journal of Information and Knowledge Management, 4 (1). pp. 113-128. ISSN 2231-8836

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Abstract

This study is about the impact of online banking on customer service delivery in Malaysian banking industry. Due to the challenges of globalization and intensive competition, Banks were compelled to comprehend the services of online banking in order to entice the existing and the potential customers. Although, the level of awareness is relatively high; but still only 64% patronize online banking in Malaysia. It is against this background that this paper seeks to examine the significant factors that may cause online banking to have an impact on customer service delivery with the ultimate aim of either accepting or rejecting any preconceived idea of the researcher. The study employed some hypotheses in order to guide the research in achieving the overall aim of the research as well as testing the stated hypotheses. Behavioral factors such as security, convenience and cost were the main concern of the respondents towards effective service delivery. The study reveals that "Cost" is the major driver of effective service delivery of online banking services in Malaysia. Equally, the study also explores various implications of the research.

Item Type: Article
Creators:
CreatorsEmail
Aliyu, Alhaji Abubakardogoalhaji@yahoo.com
Tasmin, Rosmainirosmaini@uthm.edu.my
Takala, Josujosu.takala@uwasa.fi
Che Rusuli, Muhammad Saufimsaufi@uthm.edu.my
H., Norazlinnorazlin@uthm.edu.my
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling > Malaysia
H Social Sciences > HF Commerce > Customer services. Customer relations > Malaysia
H Social Sciences > HG Finance > Banking > Electronic funds transfers
Divisions: Faculty of Information Management
Journal or Publication Title: Journal of Information and Knowledge Management
ISSN: 2231-8836
Volume: 4
Number: 1
Page Range: pp. 113-128
Item ID: 13850
Uncontrolled Keywords: Behavioral Factors, Customer Service Delivery, Kano's Model, Malaysian Banking Industry, Online Banking
Last Modified: 25 Jul 2016 06:16
Depositing User: Staf Pendigitalan 1
URI: http://ir.uitm.edu.my/id/eprint/13850

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