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596 Nur Fazira & Dr Adaviah (2022)

2.3.2 RESEARCH FRAMEWORK MODEL

INDEPENDENT VARIABLES

PRIVACY & SECURITY DEPENDENT VARIABLE
H1

RELIABILITY H2
FACTORS OF E-
RESPONSIVENESS H3 SERVICE QUALITY CUSTOMER
H4 OF ONLINE BANKING SATISFACTION

SITE ORGANIZATION H5

EFFICIENCY

Source from Raza, S.A (2020) “Internet banking service quality, e customer satisfaction and loyalty: the modified
e-SERQUAL model”, The TQM Journal, Vol.32 No.6, pp.1443-1466.

Figure 1.1: Research framework for the factors of e-service quality of online banking influence customer
satisfaction among Johor consumers at Bank Islam Malaysia Berhad (BIMB).

Figure 1.1 shows the research framework of this research. By understanding the factors of e-service quality in online
banking is intended to influence customer satisfaction. Thus, the conceptual model has been constructed based on
previous studies about online banking and customer satisfaction. The function is to test the relationships between an
independent variable and a dependent variable for academic purposes. This study focuses on the quality of online
banking services and customer satisfaction among Johor consumers who use online banking provided by Bank Islam
Malaysia Berhad (BIMB).

■ 3.0 RESEARCH METHODOLOGY

3.1 RESEARCH DESIGN

In this study, the research design serves as a tool for obtaining data and precise information to satisfy the study's objectives. The
study design is a framework for the study that is constructed by gathering and examining data and information based on the study's
questions and objectives (Borges, 2017). First and foremost, as the basis of the study design, this research began with the collecting
of information about the study's topic. Aside from that, all reference materials are gathered from reference books, electronic
journals, previous research, and online studies. The collecting information also gets advice from the supervisor and has briefly
discussion with the person in charge of the Bank of Islam Malaysia Berhad (BIMB). This research begins with the identification
of the problem and continues with the use of reference materials such as journals and articles. Following that, data is gathered from
all responders via an online questionnaire Google form, followed by data analysis, interpretation, and finally a recommendation
and findings.

3.2 QUANTITATIVE RESEARCH
The researcher should create a set of questionnaires as a research tool to collect data and information from respondents. To gather
information for this study, the researcher just uses only one method which the questionnaire being distributed through online Google
Forms. Since at that time, people are less inclined to engage in physical touch because of the COVID-19 endemic. This method
also more dependable and effective. As a result, the questionnaire was not distributed manually. To be informed, the five- point
Likert scale is being applied to evaluate the strength of an answer from the respondents. According to Pritha. B (2020), a Likert
scale is a rating scale used to examine ideas, attitudes, or behaviors. As a result, the researcher applied a five-point Likert scale to
analyze five levels of agreement in this study: "Strongly agree," "Agree," "Neutral," "Disagree," and "Strongly disagree."

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