CUSTOMERS’

SATISFACTION
TOWARDS BANK
ISLAM ONLINE
BANKING SERVICE
AHMAD HAFIY BIN AHMAD ZAKI (2019336469)
MUHAMMAD LUQMAN BIN MOHD SAUPI (2019353403)
‘AIN NAZIERAH BINTI ABDUL RAHIM (2019346073)
AYU NAJIHAH BINTI AZIZAN (2019329031)
INTRODUCTION

To determine the satisfaction of customers towards Bank Islam Online Banking

Purpose of study
Service provided in Malaysia.

Providing a good service quality is a major issue for all online banking services. Customers are
now be able to transact different types of activities by online. In the current era of intense
competition, many banks are focused on maintaining a satisfied customer. Knowing their
satisfaction on the online banking services may determine how good the services provided by
Problems
the bank. It is not easy to fulfil the requirements or needs of majority customers. Thus, the
banking institutions should always consider customer’s perspective before implementing any
new plans

Scope of study The respondents in the Kota Bharu that used Bank Islam online banking (25
respondents are selected)
OBJECTIVES Our main objective is to know the customer satisfaction on the overall
services provided by Bank Islam Online banking

To know the customers’

To determine the satisfaction on service
customers’ satisfaction on provided by Bank Islam
web structure design in Online Banking.
Bank Islam Online
Banking.

To identify the customers’

satisfaction on privacy and
security of Bank Islam
Online Banking.
METHODOLOGY
The researcher need to find the information and the questionnaire of Bank Islam Online Banking Service.
From that, the researcher can design the database.

Entity Relationship Design (ERD) was created

Retrieve and key in the data to a database by using Oracle Application Express (APEX)

Table in ERD was converted to into SQL statements during the implementation stage

Database which has being created need to be maintaining to ensure that the system functioning properly.
FINDING AND
RESULTS
 To determine the number of male and female that respond to the
questionnaire.
 SELECT GENDER, COUNT(CUSTOMER_ID)
 FROM CUSTOMER
 GROUP BY GENDER;
 To determine the total answers for each customers in category A which is web
structure.

SELECT R.CUSTOMER_ID, Q.CATEGORY_ID, SUM(R.ANSWER_ID) AS

TOTAL
FROM RESPONSE R
JOIN QUESTION Q
ON R.QUESTION_ID = Q.QUESTION_ID
HAVING Q.CATEGORY_ID = 'A'
GROUP BY R.CUSTOMER_ID, Q.CATEGORY_ID
ORDER BY R.CUSTOMER_ID;
52
44

4
 To determine the total answers for each customer in category B which is service
online banking.

SELECT R.CUSTOMER_ID, Q.CATEGORY_ID, SUM(R.ANSWER_ID) AS

TOTAL
FROM RESPONSE R
JOIN QUESTION Q
ON R.QUESTION_ID = Q.QUESTION_ID
HAVING Q.CATEGORY_ID = 'B'
GROUP BY R.CUSTOMER_ID, Q.CATEGORY_ID
ORDER BY R.CUSTOMER_ID;
 To determine the total answers for each customer in category C which is Privacy Security

SELECT R.CUSTOMER_ID, Q.CATEGORY_ID, SUM(R.ANSWER_ID) AS TOTAL

FROM RESPONSE R
JOIN QUESTION Q
ON R.QUESTION_ID = Q.QUESTION_ID
HAVING Q.CATEGORY_ID = 'C'
GROUP BY R.CUSTOMER_ID, Q.CATEGORY_ID
ORDER BY R.CUSTOMER_ID;
84

12

4
 To determine which customer satisfied with overall services.

SELECT CUSTOMER_ID, SUM(ANSWER_ID) AS "SATISFIED"

FROM RESPONSE
HAVING SUM(ANSWER_ID) BETWEEN 71 AND 105
GROUP BY CUSTOMER_ID;
 To determine which customer meet their expectation with
overall services.

SELECT CUSTOMER_ID, SUM(ANSWER_ID) AS "MEET

EXPECTATION"
FROM RESPONSE
HAVING SUM(ANSWER_ID) BETWEEN 36 AND 70
GROUP BY CUSTOMER_ID;
 To determine which customer not satisfied with overall services.

SELECT CUSTOMER_ID, SUM(ANSWER_ID) AS "NOT

SATISFIED"
FROM RESPONSE
HAVING SUM(ANSWER_ID) BETWEEN 1 AND 35
GROUP BY CUSTOMER_ID;
BAR CHART FOR THE CUSTOMER OVERALL SATISFACTION
TOWARD BANK ISLAM ONLINE BANKING SERVICES
CONCLUSION
CATEGORY A (Satisfaction on Web Structure)
 52% of respondents agree the service from web services exceed their expectations, 44% of customers conclude that
the web services quality matched their expectations and 4% conclude the service quality does not meet expectations.
CATEGORY B (Satisfaction on service online banking)
 24% of customer conclude the service provided by Bank Islam meet their expectations, 72% of respondents exceeds
their expectations for the service provided and 4% does not meet the customer expectations.
CATEGORY C (Satisfaction on privacy and security)
 12% customer agrees that their privacy meet the expectations when they are using Bank Islam,84% of customers
conclude their privacy in Bank Islam exceed their expectations and 4% do not agree that privacy and security of
Bank Islam meet the expectations.
FOR OVERALL SATISFACTION
 76% of customer satisfied with overall services provided by Bank Islam while 20% meet their expectations when it
come to overall services. However, 4% not satisfied with the services provided by Bank Islam.