Customer satisfaction toward online banking service: a study on commercial bank (Maybank) in Kuching Sarawak / Nurul Tiara Abdul Razak

The purpose of the research is to analyze factors of customers’ satisfaction towards online banking services in kuching Sarawak. Moreover, the paper also tries to explain the relationship among customers satisfaction toward online banking services. The data demonstrated the online banking services and customers satisfaction have direct and significant. Finally it is observed that safety reliability, transaction efficiency, customer support, service security, ease of use. performance and service content are the key factors that affecting customer satisfaction in internet banking sectors. After the validation of measurement scales, the hypotheses are contrasted through structural modeling. The authors validate the hypotheses and measurement model. The paper proposes a model for analyzing empirically the link among customers satisfaction toward online banking services.