文章基本信息

标题：Online Banking and Customer Service Delivery in Malaysia: Data Screening and Preliminary Findings
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作者：Alhaji Abubakar Aliyu ; Alhaji Abubakar Aliyu ; Tasmin Rosmain 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2014
卷号：129
页码：562-570
DOI：10.1016/j.sbspro.2014.03.714
语种：English
出版社：Elsevier
摘要：AbstractThe rapid spread of information and communication technology (ICT) has made electronic banking the best channel to provide banking services/products to customers. The quality of online banking services has become a major area of attention among researchers and bank managers due to its strong impact on business performance, profitability and customer service delivery. Hence, banks now consider online banking as part of their strategic plan. This paper provides a model with 5 factors on the following dimensions: cost, convenience, security, online banking and customer service delivery. The study employed some hypotheses in order to guide the research in achieving the overall aim of the research as well as testing the stated hypotheses by using Structural Equation Modelling (SEM). The findings of the study reveal that security and convenience are the major drivers of customer service delivery of online banking in Malaysia. In addition, using online banking service context, the study also found a strong empirical evidence for measuring customer satisfaction with electronic banking services.
关键词：Log Customer Service Delivery;Kano's Model;Malaysian Banking Industry;Online Banking.