CUSTOMER SATISFACTION ON

ONLINE BANKING SERVICES

RESEARCHER:
• NURAIN SYAFIQAH BINTI SYAMSUL MAHDAN
• AMYRA NUR BALQIS BINTI MUHAMAD NUR AZZAM
• NUR ZAHIDAH BINTI ABDUL RAHIM
• NUR IZZATIE BINTI AZHAR
• NUR FARAH AFIQAH BINTI ASRI
• NUR FAIQAH HAZWANI BINTI MD FADZLI

Lecturer’s Name: Muhammad Zainuddin Bin. Mohamad Azudin

INTRODUCTION

• Customer satisfaction is the backbone of any service industry.

• This report is to pay attention to the customer satisfaction in the service
of online banking system in Malaysia.
• One of the popular services offered by the banks to provide speedier
and reliable services to online users.
 ANALYSIS
The survey distributed to all UiTM Raub
student in Google Form and received 43
responses.
 PART A: DEMOGRAPHIC
45
39
40
35 • Figure1 shows the respondent’s gender and
30
semester.
25
20 • 1 female student in semester 1 participated
15
10 the survey.
5 3
0 1 0 0 0 0 0 0 • Semester 2,there were 3 male and 39 female
0
Semester Semester Semester Semester Semester students cooperated.
1 2 3 4 5
Male Female

Figure 1: The respondent`s gender and semester.

 PROGRAM NO. OF RESPONDENTS
AM110 4
BA111 6
BA119 30
CS110 0
CS111 3
TOTAL 43

Figure2: The respondent`s program

• Figure2 shows the number of respondent`s answer about their program in UiTM Raub
• BA119 with 30 respondents which is the most respondents came from this program.
• BA111 students with number of respondents were 6.
• 4 respondents from AM110 students.
• The remain respondents were from CS111 which is only 3 respondents
 CONVENTIONAL BANK
Other
2%

CIMB Click • Figure 3 shows the percentage of respondent’s

3%
Bank Islam preferred bank.
Maybank2U Maybank2U
37%
Bank Islam CIMB Click • Respondents voted Bank Islam as their choice of
58%
Other
conventional bank with 58%.
• The other 42% of respondent`s conventional bank of
their choice included Maybank2U, CIMB Click
Figure 3: The respondent`s conventional bank and others.
 HOW FREQUENT RESPONDENTS USING
ONLINE BANKING SERVICES PER MONTH
35

NUMBER OF RESPONDENTS
30
25
20
15
10
5
0
1-5 times 6-10 times More than 10 times
TIMES

Figure 4: The respondent`s frequency using Online Banking

services per month.

• The line chart shows the trends of online banking usage per month by the respondents.
• 32 respondents used online banking services1-5 times to make transactions per month.
• 8 respondents for 6-10 times per month.
• 3 respondents for more than 10 times use of online banking per month.
 PART B: CUSTOMER`S SATISFACTION TOWARDS ONLINE BANKING

ONLINE BANKING SERVICES PROVIDED

ARE USEFUL • Figure 5 shows the number of respondent’s satisfy

Disagree of the useful on online banking services.

Strongly disagree • 24 respondents answered agree that Online

Neutral services provided are useful.
Agree • 11 respondents choice strongly agree.
Strongly agree • 7 respondents answered that they felt neutral about
0 5 10 15 20 25 30 it.

Figure5: The respondent`s option on online banking

services provided are useful
 RESPONDENTS WILL CONTINUE USING THEIR NUMBER OF RESPONDENTS
CURRENT ONLINE BANKING SERVICES

STRONGLY AGREE 13
AGREE 21
NEUTRAL 8
STRONGLY DISAGREE 0
DISAGREE 1
TOTAL 43
Figure 7: The respondent`s answer to continue using their
online banking services

• The table above indicates the number of respondent’s answer to proceed using their current
online banking services.
• There was 1 votes for disagree.
• The numbers of votes for strongly agree and agree shows that they didn’t had a problem to c
ontinue using their Online Banking services.
PART C: DETERMINANTS OF CUSTOMERS SATISFACTION TOWARDS
ONLINE BANKING.

BANKING COMPANY CONCERNS

ABOUT CUSTOMER`S PRIVACY AND • Figure 8 below shows how banking company concerns about
SECURITY
30 customer’s privacy and security to their customers.
25
20 • Many of the respondents voted agree on the concern of their
15
10
bank company with a number of 25 respondents.
5
0
Strongly Agree Neutral Strongly Disagree
agree disagree
Figure 8: The respondent`s votes on concern
of bank company
 ONLINE BANKING IS USER FRIENDLY
FINANCIAL TOOL
Strongly Disagree
disagree 0% Strongly
3% agree
Neutral 23%
23%

Agree
51%

Figure 9: The respondent’s votes whether Online Banking is user friendly fi

nancial tools.

• The pie chart above shows the percentages of the respondents vote on their satisfaction that
online banking is user friendly financial management tool.
• The highest percentage of the consent on online banking is user friendly is agree with 51%.
• Strongly agree and neutral votes with the same percentages and strongly disagree with 3%.
 SPEED OF LOGGING INTO
ACCOUNT IS FAST
25
• Figure 10 shows the respondent`s votes on speed of
20 logging into online banking account is fast.
15 • Many respondents agree that the speed of logging is
10 fast.
5
• There were small numbers who votes disagree and
0
Strongly Agree Neutral Strongly Disagree strongly disagree.
agree disagree

Figure 10: The respondents votes on logging into

account is fast
 THE INFORMATION PROVIDED BY
WEBSITE IS ACCURATE
Strongly Disagree
disagre… 0%
Strongly
Neutral agree
21% 23%

Agree
54%
Figure11: The respondents votes on the information provided
by website is accurate

• The pie chart shows the percentages of the respondent’s satisfaction on the information provided
by online banking website was adequate and accurate.
• 54% of the respondents agree the information in the website is accurate.
• 23% of strongly agree and 21% of neutral.
 THE RESPONSIVENESS OF ONLINE • The graph shows the respondents satisfaction with
BANKING
30 the responsiveness of the online banking services
25
provided by their current bank.
20
15 • The respondents was agree with the responsiveness
10
of their online banking and became the highest votes f
5
0 rom the respondents with 28 votes.
Strongly Agree Neutral Strongly Disagree
agree disagree • There also some respondents votes for disagree.

Figure12: The respondent`s vote on the responsiveness

of online banking
 THE RESPONDENTS REMAIN AS
CUSTOMERS
Strongly
Disagree…
disagree
Neutral 0% Strongly
16% agree
23%

Agree
58%

Figure13: The respondent’s vote to remain as a customers

• Figure 13 shows the percentages of respondent’s votes whether they want to remain as customers
by continue using online banking services of their current bank.
• The highest percentage was 58% agreed that they will stay with their current bank.
• 23% of strongly agree and 16% of neutral votes.
• Disagree voted by the respondents with 3%.
 THE RESPONDENTS WILL RECOMMEND THEIR
CURRENT BANK TO OTHERS
25 • The bar graph above shows whether the respondents will
20 recommend the online banking services provided by their
15
current bank to others.
10
• The highest bar was agree with 22 votes.
5
• There also small numbers of respondents voted for disagr
0
Strongly Agree Neutral Strongly Disagree ee.
agree disagree

Figure14: The respondent’s vote if they will recommend their

online banking services to others
 • Maybe banks can offer rewards for regular users such as exclusive
points or loyalty point.
• Provide more security measures against hackers, as that is the
customer’s major concern when doing online banking.
• Provide easy attainable of e-banking for older generation .
RECOMMENDATION
 • Has its own advantage and disadvantage
• Based on the survey it shows that they really satisfied with the
online banking services from the current bank they used.
• customers agree that online banking services that provide by
the bank are really meet their requirement and expectation.
CONCLUSION • Online banking considered as safe because no need to carry
money all along to do money transfer instead just do it online
banking.
Thank you