Factors that influence customer retention of using internet banking in Malaysia / Mohamad Shamsul Idham Mohd Salleh

Mohd Salleh, Mohamad Shamsul Idham (2013) Factors that influence customer retention of using internet banking in Malaysia / Mohamad Shamsul Idham Mohd Salleh. [Student Project] (Unpublished)

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Abstract

This study is regarding the factors that influence customer retention of using internet
banking in Malaysia. It was conducted to identify the factors that influence customer retention
of using internet banking service in Malaysia, to investigate the relationship between
responsiveness, ease to use, privacy, and assurance (independent variables) of internet
banking service with customer retention (dependent variable) of using internet banking service
in Malaysia, and to identify the most and least influential factors that influence customer
retention of using internet banking service in Malaysia. In this study, 100 questionnaires have
been distributed to the respondents which are internet banking users in Kuala Lumpur City
Center (KLCC). The researcher has conducted frequency analysis, reliability test, correlation
analysis, regression analysis, and descriptive statistic on mean value in order to achieve the
objectives of this study. The findings of this study show that the factors that influence customer
retention of using internet banking service in Malaysia are responsiveness, ease to use,
privacy, and assurance. Besides that, the study also revealed that all independent variables
in this study has strong positive and significant relationship with customer retention. In
addition, the findings of this study also show that, the most influential factor that influence
customer retention of using internet banking service in Malaysia is ease to use while, the least
influential factor that influence customer retention of using internet banking service in Malaysia
is responsiveness. At the final part of this research report, the researcher has gave
recommendations for banking institutions in Malaysia, for customer and for future researcher

Metadata

Item Type: Student Project
Creators:
Creators
Email
Mohd Salleh, Mohamad Shamsul Idham
2010975551
Contributors:
Contribution
Name
Email / ID Num.
Thesis advisor
Ismail, Nurazleena
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce
Divisions: Universiti Teknologi MARA, Kelantan > Kota Bharu Campus > Faculty of Business and Management
Programme: Bachelor of Business Administration (Hons) Finance
Item ID: 33975
Uncontrolled Keywords: Conducted frequency analysis, reliability test, correlation analysis, regression analysis, and descriptive statistic on mean value in order to achieve the objectives of this study
URI: https://ir.uitm.edu.my/id/eprint/33975

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