Page 622 - MARSIUM'21 COMP OF PAPER

601 Nur Fazira & Dr Adaviah (2022)

I think it is easy to find what I need on the website at Bank
Islam Go.
I believe it is simple to access Bank Islam Go from anywhere
Efficiency and at any time. 4 0.827
(EFFE) I can complete a transaction quickly on the website for online
banking at Bank Islam Go.
I think Bank Islam Go enables me to log into my account
faster.
I am generally continuing with this bank’s online services
provided by BIMB.
Customer I am very satisfied with these current online banking’s services
Satisfaction provided by BIMB are useful for customers. 5 0.849
(CS) The online banking services provided by BIMB meet my
expectation and requirement.
I am impressed about the design of the online banking website
provided by BIMB.
I am satisfied with BIMB’s overall online banking service and
products.

Table 4.3 shows the result of Cronbach’s Alpha for Privacy & Security. Reliability, Responsiveness, Site Orgnaization, Efficiency and
Customer satisfaction. Based on table result above, all statements for responsiveness show the highest value of Cronbach’s Alpha at
0.854 followed by the customer satisfaction with 0.849 as the second highest reliability score. The levels are categorized as good
reliability. After that, the rest such as privacy & security, site organization and efficiency score range between 0.806 and 0.811. In short,
Privacy and security, reliability, site organization, responsiveness, and customer satisfaction are categorized are classified as good
reliability based on rule of thumb for internal reliability test by Deepa-Enlighten (2017).

4.2 MULTIPLE REGRESSION ANALYSIS
4.2.1 MULTICOLLINEARITY TEST VIA VARIANCE INFLATION FACTOR (VIF)
The presence of multicollinearity is examined in the model stating that customer satisfaction is affected by privacy & security,
reliability, responsiveness, site organization and efficiency. The analysis was done using SPSS software. According to Lee and
Hong (2016), tolerance ideally should be less than 1 and the VIF less than 3.

Table 4.4 Multicollinearity Test
Model Unstandardized Coefficients Standardized T Sig Collinearity Statistics
B Std. Error Coefficients (P<0.5) Tolerance VIF
Beta
Privacy & Security -0.089 0.079 -0.086 -1.128 0.261 0.920 1.087
Reliability 0.179 0.077 0.179 2.318 0.022 0.901 1.110
Responsiveness -0.064 0.075 -0.068 -0.858 0.932 0.863 1.158
Site Organization -0.022 0.075 -0.024 -0.298 0.766 0.832 1.201
Efficiency 0.297 0.080 0.305 3.713 0.000 0.795 1.258

Therefore, based on table 4.4 for all five independent variables it shows that the collinearity tolerance is range between at 0.795
and 0.920 which less than 1 whereas VIF range between at 1.087 and 1.258 which less than 3 respectively. Thus, this data analysis
indicates multicollinearity which there is no collinearity occurs in this study.

4.2.2 P-VALUE AND COEFFICIENT VALUE TEST (REGRESSION ANALYSIS)
Table 4.5: Regression analysis for five Independent Variables and Customers’ Satisfaction towards Online Banking at
Bank Islam Malaysia Berhad (BIMB)

Model R R2 Significant Value
a
b
Regression 0.618 0.482 0.000
a. Predictors: (Constant): Privacy & Security, Reliability, Responsiveness, Site Organization, & Efficiency
b. Dependent Variable: Customer Satisfaction

The R Square coefficient of determination of 0.482 indicates that variation in the five independent variables can account for 48.2%
of customer satisfaction with online banking. However, the rest of 51.8% of the difference in customer satisfaction with online
banking remains unexplained. This means that other crucial elements that influence customers' satisfaction with online banking
are not considered in this research. The r value of 0.618a indicates that there is a moderate linear correlation between the two
variables of this study. The results of this study also found that the predictor factor produced a significant value at the

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