E-SERVICE QUALITY OF INTERNET BASED BANKING USING AHP METHOD: A CASE STUDY OF MAYBANK INTERNET BANKING USERS

SER, SHIN YI (2017) E-SERVICE QUALITY OF INTERNET BASED BANKING USING AHP METHOD: A CASE STUDY OF MAYBANK INTERNET BANKING USERS. Other thesis, UNIVERSITI TUN HUSSEIN ONN MALAYSIA.

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Abstract

E-service quality of internet banking plays an important role in influencing the customer satisfaction. The criteria of e-service quality of internet banking such as efficiency or system availability, assurance or fulfilment, privacy, contact responsiveness and website aesthetic and guide. The purpose of this research is to rank the most influence e-service quality criteria of internet banking to meet customer satisfaction and determine the e-service quality preferences based on gender. In this study using AHP method and the data were analysed using Expect Choice software. Pairwise survey used to conduct with 120 respondents of Maybank online banking users in UTHM for completing the questionnaire. The finding showed the privacy is the top rank which is most of respondents agreed the privacy is the most influence main criteria of e-service quality of internet based banking followed by assurance or fulfilment and efficiency or system availability. The forth rank is contact responsiveness and the lowest rank is website aesthetic. For the sub-criteria of e-service quality, the first rank is security and the lowest rank is website map. Besides that, there is no significant relationship of gender toward e-service quality preferences because the significant value of all e-service quality criteria more than 0.05. In conclusion, all objectives have achieved. The internet banking provider has to follow the ranking of most influential criteria to improve the e-service quality of internet banking. Therefore, the users will satisfy the e-service quality of internet banking.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Technology Management and Business > Department of Production and Operation Management
Depositing User: Mr. Te Chuan Lee
Date Deposited: 21 Feb 2018 16:56
Last Modified: 21 Feb 2018 16:56
URI: http://ethesis.uthm.edu.my/id/eprint/157

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