• ISSN: 2010-023X
    • Frequency: Bimonthly
    • DOI: 10.18178/IJTEF
    • Editor-in-Chief: Prof.Tung-Zong (Donald) Chang
    • Executive Editor: Ms. Cherry L. Chen
    • Abstracting/ Indexing: Engineering & Technology Digital Library, ProQuest, Crossref, Electronic Journals Library, DOAJ , EBSCO, and Ulrich's Periodicals Directory
    • E-mail: ijtef@ejournal.net
IJTEF 2011 Vol.2(1): 1-9 ISSN: 2010-023X
DOI: 10.7763/IJTEF.2011.V2.71

Impacts of service quality on customer satisfaction: Study of Online banking and ATM services in Malaysia

Hazlina Abdul Kadir, Nasim Rahmani, and Reza Masinaei
Abstract—This study tries to identify the effects of services offered by Malaysian banks through online media and ATMs on customer satisfaction. 500 students from different universities in Malaysia including University of Malaya, University Kebangsan Malaysia, University Putra Malaysia, Multimedia University Malaysia and Limkokwing University chosen as a sample frame of the study.
Questionnaires are distributed among them and they are asked to respond to questions which ask about their perception as well as experience for their banks.
Two analyses are employed to fully reflect the effect of online and ATM services on their satisfaction level. The first one was service quality model which compares the difference between satisfaction and expectation level in order to find out which dimensions need to be improved.
Second analysis was Two-Way ANOVA analysis which tried to identify the relationship between demographic factors and the study’s outcome. Finally, the study determined which factors have the most effect and which factors have the least effect on customer satisfaction level.

Index Terms—ATM, Customer satisfaction, Online banking, Service quality.

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Cite:Hazlina Abdul Kadir, Nasim Rahmani, and Reza Masinaei, "Impacts of service quality on customer satisfaction: Study of Online banking and ATM services in Malaysia," International Journal of Trade, Economics and Finance vol.2, no.1, pp. 1-9, 2011.

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