Factors affecting customer retention of using internet banking / Damia Haifa Mohd Zaid

Internet banking is becoming more popular due to convenience and flexibility that offers. Banks are forced to promote online banking services to enhance its operations with reduced cost of operations. There are many advantages of using internet banking. However, even the adoption of the internet banking services give a lots of benefits to the customers, many people are still unwilling to use it. The biggest obstacle of internet banking is the security issue. The adoption of this service will be low if customers feel that internet banking is not save and secured to us. The objective of this study is to identify the factors affecting customer retention of using internet banking and also want to identify the relationship between services quality, perceived ease of use, trust, and corporate image with the customer retention to keep using internet banking. The data were obtained by distributed 150 sets of questionnaire to the internet banking users. After all the survey is completed, the data were analyzed using Statistical Package for Social Science (SPSS). There are many test that are used in order to get the result of this study, including the frequency analysis, descriptive analysis, reliability test which is Cronbach's alpha, the correlation analysis, and also the regression analysis. The findings indicated that service quality, perceived ease of use, trust, and corporate image are the factors affecting customer retention of using internet banking. The result shows that all the independent variables which are service quality, perceived ease of use, trust, corporate image have a positive significant relationship with the customer retention of using internet banking.