The impact of e-banking service quality on E-satisfaction during pandemic Covid-19

The reason for this research is to examine on how e-banking service quality influence e-satisfaction during pandemic Covid-19. The objectives to conduct this study is to identify the relationship between independent variable of reliability, privacy and security, website design, and customer service and support towards e-banking satisfaction. Or to put in simpler words, researchers want to study the impact of e-banking service quality on e-satisfaction during pandemic Covid-19. The questionnaire was distributed through online platform to target sampling which is the Malaysia’s E-Banking Users. Researchers received 235 samples that valid. The data collected has been analysed through SPSS 26.0 version in order to get reliability analysis and multiple regression analysis. Meanwhile, the data for descriptive analysis has been analysed using Microsoft Excel. The result finding has determined the relationship between independent variables and dependent variables in this study. Other than that, conclusion and recommendation for the organization and future researchers have been made.