—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.
—ATM, Customer satisfaction, Online banking,
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.