Customer satisfaction on online banking services: a survey in Kuching Sarawak / David Tedong

Online banking has become the new self-service delivery channel that allows banks to provide information and offer services to their customers with more convenience via the web services technology or Internet. In Malaysia, with the emergence of the so-called ^"borderless world”, as a result of development and advancement in electronic technology. has made the process of “globalization” greatly influenced the way society does their banking transaction. Relatively new in the local banking industry. Online banking is gaining popularity and wider acceptance, especially among the educated younger generation, made possible by increasing literacy in information technology and knowledge. Unfortunately, although banks that offered Online banking services have focused their attention on improving their banking service quality, many of them still seem to be lagging behind their customers' ever increasing demands and expectations. Rose (2000) slated that most of the sampled Online banks in US showed an unsatisfactory level of service quality and argued that: Online banking today is often a maddening, frustrating affair that can cause as many problems as it solves (Rose, 2000, p. 115) Therefore, the purpose of this project paper is to study on customer satisfaction towards Online Banking Services.