Service quality and customer satisfaction of mobile banking in Malaysia / Nur E'zzati Md Faisol

The aim of this research study is to find out the service quality gap between perception and expectation of mobile banking subscribers in Malaysia. This study also find out the relationship between service quality and customer satisfaction of mobile banking in Malaysia. This study use SERVQUAL model as instrument questionnaire. The variables include in this study are service quality as independent variable and customer satisfaction as dependent variable. The survey questionnaire has been divided into five dimension of service quality and it consist of perception and expectation question. A sample size of 200 respondents is conducted to existing mobile banking subscribers. The results of this study reveal that the expectations of mobile banking subscribers are higher than their perception in service quality. The results of the correlation analysis show that all the dimensions of service quality are significantly influenced customers satisfaction. The findings also provide several implication for future enhancements of mobile banking application in order to improve the high perception of mobile banking subscribers. This study also determined the significant, limitation and recommendation for the future enhancements in order to improve service quality and customer satisfaction of mobile banking in Malaysia.