Digital Banking Features and Customer Satisfaction


Shafee, Nur Baiti and Suhaimi, Shadia and Hashim, Haniza and Mohd, Siti Nurul Huda and Huan, Poh Thian (2022) Digital Banking Features and Customer Satisfaction. In: 2022 International Conference on Digital Transformation and Intelligence (ICDI), 1-2 Dec. 2022, Sarawak, Malaysia.

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The various types of banking services have provided many choices and alternatives to bank users. In this case, there is fierce competition between the banks' services. The profitability of a bank is based on the number of loyal customers. It means to obtain loyal customers; the bank should provide services that match their demands and satisfy them. Due to the advancing technology, traditional banking gradually had been replaced by electronic banking. Therefore, it is crucial to understand the level of customer satisfaction with electronic banking. The primary data were collected through administrating questionnaire. Convenient sampling procedure was used to obtain 220 responses from customer of banking services. Multiple regressions were used to investigate the relationship between dependent and independent variables. The results of the regression test showed that internet banking, point of sale and website design have positive impact customer satisfaction.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Internet banking, Mobile Banking, Point of sales, Website Design
Subjects: H Social Sciences > HG Finance > HG1501-3550 Banking
Divisions: Faculty of Business (FOB)
Depositing User: Ms Nurul Iqtiani Ahmad
Date Deposited: 07 Mar 2023 02:01
Last Modified: 07 Mar 2023 02:01


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