Factors influencing customer service delivery of electronic banking services in Malaysian banking industry: a structural equation modelling approach
Electronic Banking Services (EBS's) are important in today's competitive banking markets. Research into the adoption and use of EBS's worldwide has largely focused on the determinants of EBS's adoption, not customer service delivery. With the Kano model, this thesis has evaluated...
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| Format: | Thesis |
| Published: |
2014
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| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/8055/ http://eprints.uthm.edu.my/8055/1/aliyu_alhaji_abubakar.pdf |
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| Summary: | Electronic Banking Services (EBS's) are important in today's competitive banking
markets. Research into the adoption and use of EBS's worldwide has largely
focused on the determinants of EBS's adoption, not customer service delivery.
With the Kano model, this thesis has evaluated the factors that influence custoxner
satisfaction toward service delivery of EBS's in Malaysia.
The methodology employed was quantitative; however, qualitative approaches
were also included to support the development of the research instrument.
An online survey was carried out using convenience sampling, and supported
by snowball sampling. Exploratory factor analysis (EFA) , confirmatory
factor analysis (CFA) and analysis of moment structures were used to test the
validity and reliability of the conceptual research model.
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The survey results supported nine of the twelve hypotheses from the conceptual
research model. This validates the use of the modified Kano model when
analysing the customer service delivery of EBS's among customers of commercial
banks in Malaysia.
This research has only been applied to Malaysian commercial banks, and
further testing across different industries and countries is needed to generalise the
findings.
The researchers conclude that Malaysian banks can improve customer service
delivery with EBS's (online banking, mobile banking, ATMs) by focusing on
the three behavioural factors of security, convenience and cost.
In summary, this thesis lzas tested and modified the Kano rnodel for use
in the context of EBS's. |
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