User’s loyalty towards online banking in Malaysia / Fatin Nur Nabila Nazarul Zamin, Nurul Faqihah Ramlee and Balqis Mohd Redzuan

Due to Covid-19 situation, online banking has grown more significantly in the industry. According to Alias (2020), most Malaysian preferred to use contactless payment method such as online banking. One of the essential factors that has been recognized for the business survival and growth is maintaining user’s loyalty. The purpose of this study is to examine the influence of risk, reliance, convenience and quality towards the loyalty of user on online banking in Malaysia. The data were collected from the respondents which consisted of 406 Malaysians who use online banking by using google form that been distributed through social media. The responses were analyzed using the Multiple Linear regression and descriptive analysis in order to achieve this study objective. The study shows that most of the respondents use Maybank online banking out of other online provided banking service. The result also show that all the factors have a significant relationship with loyalty except for the risk factor. Lastly, the factor that influences the loyalty on online banking the most is the convenience factor. On this basis, it is advisable for banking companies to present a system that is more convenient for their user to perform any transactions.