E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor

This research is about the customer loyalty toward Internet banking among Klang Valley
residents. It focused on the customer loyalty toward Internet banking that is still low and
anxious. Nowadays, with the fast development of World Wide Web, most banking
institution offered their services through Internet and it becomes a popular alternative of
traditional banking. Loyalty is totally different between traditional and online banking.
Thus, this research is a research that identify, to find out and to determine the customer
loyalty toward Internet banking. The objectives of this research are to identify the
relationship between service performance rates and customer satisfaction level with their
loyalty towards the internet banking. The sample was randomly selected at the area of
Klang Valley. Most of the respondents rate the Internet banking service performance as
good and affect their loyalty towards Internet banking. But the Chi-Square test indicates
that there is no association between service performance rates and customer loyalty to
the Internet banking. It contrasts with the relationship between customer satisfaction
level and loyalty where the Chi-Square test indicates that there is relationship between
both variables. It means that customer satisfaction level have significant impact on
customer loyalty. By improving service performance such as response time and
feedback and also customer satisfaction through adding more features and concern on
security issues will increase customer loyalty toward internet banking.