Page 57 - MARSIUM'21 COMP OF PAPER

FACTORS E-SERVICE OF ONLINE BANKING AND ITS INFLUENCES THE

CUSTOMER SATISFACTION AMONG JOHOR CONSUMERS: THE CASE OF

BANK ISLAM MALAYSIA BERHAD (BIMB)

Nur Fazira Binti Azman, Dr. Adaviah Binti Mas’od

Azman Hashim International Business School, Universiti Teknologi Malaysia, Johor Bahru

*Corresponding author: fazira-1996@graduate.utm.my & adavisah@utm.my

Abstract

In this day and age, customers who are highly supportive of technological innovations, particularly during

this pandemic Covid-19 have a higher belief in online banking. According to Rahmath and Hema, 2010,
online banking refers to businesses that use computer technology to deliver competitive services to

customers to advance the financial sector. In this research, I used the questionnaire method to collect the

data from the respondents. There are 165 sets of survey questionnaires which consist of 33 questions are
designed, disseminated, and collected from the respondents for online banking users which are provided

by Bank Islam Malaysia Berhad (BIMB). Next, to develop result of this research, the result of statistical
analyses is analyzed by using Statistical Package for the Social Sciences (SPSS) software version 26.

Multicollinearity test via Variance Inflation Factor (VIF), Multiple Linear Regression, and P-value and
coefficient value test are some of the techniques used to assess the hypotheses stated in this study. Hence,

the main objective of this research is to observe the positively significant relationship between of

independent variables namely, Privacy & Security, Reliability, Responsiveness, Site organization and
Efficiency towards dependent variable which is Customers Satisfaction on E-service online banking

provided by Bank Islam Malaysia Berhad (BIMB).

Keywords: Online banking, e-service quality, customer satisfactions, Bank Islam Malaysia Berhad

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