Page 621 - MARSIUM'21 COMP OF PAPER

600 Nur Fazira & Dr Adaviah (2022)

4.1 NORMALITY TEST

In this research, the researcher uses Skewness and Kurtosis for the normality test. As to get the better result and reliable, a z‑test is applied
for normality test using skewness and kurtosis. A Z-score could be calculated by dividing the skewness values or excess kurtosis value
by their standard errors. It can be show on the lists table below.

Table 4.2: Normality test

Skewness Kurtosis

N Statistic SE Z-value Statistic SE Z-value
Privacy and Security 165 -0.666 0.189 -3.524 -0.603 0.376 -1.604
Reliability 165 -0.458 0.189 -2.423 -0.836 0.376 -2.223
Responsiveness 165 -0.634 0.189 -3.355 -0.768 0.376 -2.043
Site Organization 165 -0.408 0.189 -2.159 -0.795 0.376 -2.114
Efficiency 165 -0.527 0.189 -2.788 -0.475 0.376 -1.263
Customer satisfaction 165 -0.508 0.189 -2.688 -0.771 0.376 -2.050

The summary table 4.2 of descriptive for independent variable including Privacy& Security (PRISE), Reliability (RELI),
Responsiveness (RESP), Site Organization (SIOR), and Efficiency (EFFE) whereas for dependent variable namely Customer
satisfaction (CS) shows the result for the skewness and kurtosis respectively. The data was judged normal if the skewness and kurtosis
z-scores were recorded with less than 1.96 (Field, 2009. Kim, 2013). The range value is between -3.524 and -1.263. Therefore, the
result shows that the data can be considered as normally distributed data.

4.2 INTERNAL RELIABILTY TEST
Table 4.3: Result of reliability test

Variables Statement Scale Item Cronbach’s
Alpha
I prefer higher security authentication when using online
banking transactions on the Bank Islam Go. 4 0.810
I think Bank Islam Go should provide the latest encryption
Privacy & technology to secure their online transactions.
Security I need secure communication access through Bank Islam Go.
(PRISE) I would say that Bank Islam Go is concerned with the privacy
of its customers and the security of any transactions that take
place.
As I see it, the transactions with Bank Islam Go are free of
error.
Reliability I am not able to obtain my account details and perform the
(RELI) necessary transaction via Bank Islam Go. 4 0.811
I believe Bank Islam Go is the best option, especially for first-
time users.
I used to think Bank Islam Go should have provided services at
the time it promised (as per schedule) to do so.

I believe bank Islam Go provides prompt service.
Customer care is not able to respond and resolve my request
Responsiveness via Secured Message within turnaround time.
(RESP) I feel Bank Islam Go should inform customers immediately 4 0.854
when services will be performed.
I believe Bank Islam Go is committed to keeping customer
complaint channels open and responding to consumer issues
immediately.
I would say the user interface of bank Islam Go served by
BIMB is very well-organized.
Site The website for Bank Islam Go offered by BIMB is easy to
Organization use. 4 0.806
(SIOR) I can get all the information and guidelines I need from Bank
Islam Go.
I think Bank Islam Go is visually appealing.

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