Page 612 - MARSIUM'21 COMP OF PAPER

PRESENTATION

FINAL YEAR PROJECT JAN 2022

AHIBS UTM SKUDAI

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
fazira-1996@graduate.utm.my & adaviah@utm.my

Abstrak
Pada zaman ini, pelanggan sangat menyokong inovasi teknologi, terutamanya semasa pandemik Covid-19. Hal ini demikian, ,mereka ini
mempunyai kepercayaan yang lebih tinggi terhadap perbankan dalam talian. Menurut Rahmath dan Hema, 2010, perbankan dalam talian
merujuk kepada perniagaan yang menggunakan teknologi komputer untuk menyampaikan perkhidmatan yang kompetitif kepada pelanggan
untuk memajukan sektor kewangan. Dalam kajian ini, saya menggunakan kaedah soal selidik untuk mengumpul data daripada responden.
Terdapat 165 set soal selidik tinjauan yang terdiri daripada 33 soalan direka bentuk, disebarkan dan dikumpul daripada responden untuk
pengguna perbankan dalam talian yang disediakan oleh Bank Islam Malaysia Berhad (BIMB). Seterusnya, untuk membangunkan hasil
penyelidikan ini, hasil analisis statistik dianalisis dengan menggunakan perisian Statistical Package for the Social Sciences (SPSS) versi 26.
Ujian multikolineariti melalui Variance Inflation Factor (VIF), Regresi Linear Berganda, dan P-value dan ujian nilai pekali merupakan
beberapa teknik yang digunakan untuk menilai hipotesis yang dinyatakan dalam kajian ini. Justeru itu, objektif utama kajian ini adalah untuk
melihat hubungan yang signifikan secara positif antara pembolehubah bebas iaitu, Privasi & Keselamatan, Kebolehpercayaan, Responsif,
Organisasi Laman dan Kecekapan terhadap pembolehubah bersandar iaitu Kepuasan Pelanggan terhadap E- perkhidmatan perbankan dalam
talian yang disediakan oleh Bank Islam. Malaysia Berhad (BIMB).
Kata kunci: Perbankkan dalam talian, kualiti e-perkhidmatan, Kepuasan pelanggan, Bank Islam Malaysia Berhad
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
■ 1.0 INTRODUCTION
According to a financial services staff reporter, 2021, mobile banking applications are increasingly becoming the focus with
technology-savvy consumers wanting financial services that can be accessed at any time and location. Consumers, especially the
younger generation, want their banking transactions through applications such as checking account balances, the facility to make online
payments or topping up prepaid devices, to be implemented easily and securely. In addition, more parties are more comfortable
conducting their banking transactions online due to the implementation of Covid-19 transmission prevention measures by the
authorities, which also include general movement control. The GO by Bank Islam banking application aims to meet all the banking
needs of today's consumers. (Singapore Business review, 2021). By referring to a survey taken in 2020 as to determine the percentage
of Internet users that use online banking in Malaysia, it shows more than 63.8% of respondents use online banking. This represents a
15% increase over the results from 2021. Asian customers are rapidly adopting internet banking services (Barquin and HV, 2015).
This is due to Asian customers increasingly trust and are satisfied with online banking services (Barquin and HV, 2015). In addition,
the usage, and subscribers for mobile banking as well as internet banking have also slightly increased in recent months during this
pandemic Covid-19 (Goh, 2020). To back up this claim, by referring data from Bank Negara Malaysia (BNM) shows that the increase
is faster than during the Covid-19 lockdown period, when the number of internet banking individual users increased to
33.6 million in July 2020, up from 30.8 million in January 2020. In addition, there is 9% growth, compared to 3% for the same

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