Factors that influence customer retention of using internet banking in Malaysia / Mohamad Shamsul Idham Mohd Salleh

This study is regarding the factors that influence customer retention of using internet
banking in Malaysia. It was conducted to identify the factors that influence customer retention
of using internet banking service in Malaysia, to investigate the relationship between
responsiveness, ease to use, privacy, and assurance (independent variables) of internet
banking service with customer retention (dependent variable) of using internet banking service
in Malaysia, and to identify the most and least influential factors that influence customer
retention of using internet banking service in Malaysia. In this study, 100 questionnaires have
been distributed to the respondents which are internet banking users in Kuala Lumpur City
Center (KLCC). The researcher has conducted frequency analysis, reliability test, correlation
analysis, regression analysis, and descriptive statistic on mean value in order to achieve the
objectives of this study. The findings of this study show that the factors that influence customer
retention of using internet banking service in Malaysia are responsiveness, ease to use,
privacy, and assurance. Besides that, the study also revealed that all independent variables
in this study has strong positive and significant relationship with customer retention. In
addition, the findings of this study also show that, the most influential factor that influence
customer retention of using internet banking service in Malaysia is ease to use while, the least
influential factor that influence customer retention of using internet banking service in Malaysia
is responsiveness. At the final part of this research report, the researcher has gave
recommendations for banking institutions in Malaysia, for customer and for future researcher