Page 614 - MARSIUM'21 COMP OF PAPER

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marketplace. In short, most on the Go Mobile Apps needed to be updated in terms of color, fonts, menu structure, and visibility. (Bank
Islam Biz, 2020)

Figure 1.0
Source by CompareHero.my 2020 Mobile Banking Apps Awards

After that, the fourth issues towards BIMB there is misunderstanding between the users and banks which there are many people
assume this bank only for Muslim, but the fact is also open to all. Bank Islam has a small user base where majority of their user are
Muslim compared to non-Muslim because of confusing about the terms of “Islamic Concept” and based on Shariah principle as stated
by Romina as the General Manager of E-channel Department. In this study, there are several issues need to figure out. Is it true that
Johor people's lack of trust in online banking security limits them from using Bank Islam's online banking services? Do many Johor
residents believe the user interface of Bank Islam's online banking services to be hard to navigate? Is the quality of Bank Islam's
online banking services so terrible that it discourages consumers from using them? Hence, all the above concerns will be investigated
in this study to determine the factors of e-service quality online banking that influence customer satisfaction by Bank Islam Malaysia
Berhad (BIMB) among Johor consumers.

1.3 RESEARCH QUESTIONS

The research was carried out to identify the factors that influence the e-service quality of online banking and customer satisfaction at
Bank Islam Malaysia Berhad (BIMB) in Johor. The research aims to provide answers to the following questions:

RQ1: How the Privacy & Security responds on customer satisfaction level towards online banking?
RQ2: How the Reliability responds on customer satisfaction level towards online banking?
RQ3: How the Responsiveness responds on customer satisfaction level towards online banking?
RQ4: How the Site organization responds on customer satisfaction level towards online banking?
RQ5: How the efficiency responds on customer satisfaction level towards online banking?

1.4 RESEARCH OBJECTIVES
The overall goal of this research is to determine the elements of e-service quality that influence customer satisfaction with Bank Islam
Malaysia Berhad's online banking service (BIMB). The following are the primary goals:

RO1: To observe the positively significant relationship between of Privacy & Security and Customer satisfaction level towards e-
service quality of online banking.
RO2: To observe the positively significant relationship between of Reliability and Customer satisfaction level towards e-service
quality of online banking.
RO3: To observe the positively significant relationship between of Responsiveness and Customer satisfaction level towards e-service
quality of online banking.
RO4: To observe the positively significant relationship between of Site organization and Customer satisfaction level towards e-service
quality of online banking.
RO5: To observe the positively significant relationship between of Efficiency and Customer satisfaction level towards e-service
quality of online banking.

■ 2.0 LITERATURE REVIEW

2.1 ONLINE BANKING

Online banking has transformed the face of banking and resulted in a huge revolution in the industry (Damghanian, 2016).
Moreover, it also offers an online trading platform that can be used to support a variety of e-commerce applications, including
online shopping, online payment, online stock trading, and online auctions. Rani Veena (2018) discovered that E-banking could
transform banking to provides several benefits that traditional banking does not provide. E-banking helps to save time by reducing
the amount of time customers spend on financial transactions. The internet banking system is not only advantageous to the bank,
but it will also suit the needs of customers in the longer term. When compared to traditional banking, online banking

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