THE EVALUATION OF WEB USABILITY TOWARDS CUSTOMERS' SATISFACTION IN ONLINE BANKING SERVICES (MAYBANK AND CIMB BANK)

MARSO, NURSAKINA (2017) THE EVALUATION OF WEB USABILITY TOWARDS CUSTOMERS' SATISFACTION IN ONLINE BANKING SERVICES (MAYBANK AND CIMB BANK). Bachelor Degree thesis, UNIVERSITI TUN HUSSEIN ONN MALAYSIA.

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Abstract

Online service is a kind of technology that can provide a good and beneficial to the users. The online service basically used in order to make the work or activity easier. Nowadays, more people use that technology to help them to do their daily life activities. The purpose of this study is to determine the usability of the bank website based on the customers’ satisfaction from an online banking service in two different banks which are Maybank and CIMB Bank and to identify the relationship between the web usability and the customers’ satisfaction. The methodology that is used in this study is a quantitative method. The data requirement for this study is collected through the customer survey. From that survey, the respondents that participated are 226 respondents, which are the final year students of Faculty Management and Business (FPTP) in UTHM. The Statistical Package for the Social Science (SPSS) is used to analyze the data collected. The findings of this research are, the majority of the respondents are looked into the trust in web usability for online banking services compared other factor. The web usability also has a positive correlation with the customers’ satisfaction. The findings of this research can be used as a guideline to the bank in order to improve the quality of their online banking services system based on the customers’ satisfaction.

Item Type: Thesis (Bachelor Degree)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Technology Management and Business > Department of Production and Operation Management
Depositing User: PSM Coordinator BPB
Date Deposited: 07 Mar 2018 09:48
Last Modified: 07 Mar 2018 09:48
URI: http://ethesis.uthm.edu.my/id/eprint/325

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