The impact of online banking on customer service delivery in the Malaysian banking industry : Kano's model approach / Alhaji Abubakar Aliyu … [et al.]

This study is about the impact of online banking on customer service delivery in Malaysian banking industry. Due to the challenges of globalization and intensive competition, Banks were compelled to comprehend the services of online banking in order to entice the existing and the potential customers...

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Main Authors:	Aliyu, Alhaji Abubakar, Tasmin, Rosmaini, Takala, Josu, Che Rusuli, Muhammad Saufi, H., Norazlin
Format:	Article
Language:	English
Published:	Faculty of Information Management 2014
Subjects:	Malaysia Electronic funds transfers
Online Access:	http://ir.uitm.edu.my/id/eprint/13850/ http://ir.uitm.edu.my/id/eprint/13850/ http://ir.uitm.edu.my/id/eprint/13850/1/AJ_ALHAJI%20ABUBAKAR%20ALIYU%20JIKM%2014.pdf

id	uitm-13850
recordtype	eprints
spelling	uitm-138502016-07-25T06:16:09Z http://ir.uitm.edu.my/id/eprint/13850/ The impact of online banking on customer service delivery in the Malaysian banking industry : Kano's model approach / Alhaji Abubakar Aliyu … [et al.] Aliyu, Alhaji Abubakar Tasmin, Rosmaini Takala, Josu Che Rusuli, Muhammad Saufi H., Norazlin Malaysia Malaysia Electronic funds transfers This study is about the impact of online banking on customer service delivery in Malaysian banking industry. Due to the challenges of globalization and intensive competition, Banks were compelled to comprehend the services of online banking in order to entice the existing and the potential customers. Although, the level of awareness is relatively high; but still only 64% patronize online banking in Malaysia. It is against this background that this paper seeks to examine the significant factors that may cause online banking to have an impact on customer service delivery with the ultimate aim of either accepting or rejecting any preconceived idea of the researcher. The study employed some hypotheses in order to guide the research in achieving the overall aim of the research as well as testing the stated hypotheses. Behavioral factors such as security, convenience and cost were the main concern of the respondents towards effective service delivery. The study reveals that "Cost" is the major driver of effective service delivery of online banking services in Malaysia. Equally, the study also explores various implications of the research. Faculty of Information Management 2014 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/13850/1/AJ_ALHAJI%20ABUBAKAR%20ALIYU%20JIKM%2014.pdf Aliyu, Alhaji Abubakar and Tasmin, Rosmaini and Takala, Josu and Che Rusuli, Muhammad Saufi and H., Norazlin (2014) The impact of online banking on customer service delivery in the Malaysian banking industry : Kano's model approach / Alhaji Abubakar Aliyu … [et al.]. Journal of Information and Knowledge Management (JIKM), 4 (1). pp. 113-128. ISSN ISSN:2231-8836 ; E-ISSN:2289-5337 https://ijikm.uitm.edu.my/
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Malaysia Malaysia Electronic funds transfers
spellingShingle	Malaysia Malaysia Electronic funds transfers Aliyu, Alhaji Abubakar Tasmin, Rosmaini Takala, Josu Che Rusuli, Muhammad Saufi H., Norazlin The impact of online banking on customer service delivery in the Malaysian banking industry : Kano's model approach / Alhaji Abubakar Aliyu … [et al.]
description	This study is about the impact of online banking on customer service delivery in Malaysian banking industry. Due to the challenges of globalization and intensive competition, Banks were compelled to comprehend the services of online banking in order to entice the existing and the potential customers. Although, the level of awareness is relatively high; but still only 64% patronize online banking in Malaysia. It is against this background that this paper seeks to examine the significant factors that may cause online banking to have an impact on customer service delivery with the ultimate aim of either accepting or rejecting any preconceived idea of the researcher. The study employed some hypotheses in order to guide the research in achieving the overall aim of the research as well as testing the stated hypotheses. Behavioral factors such as security, convenience and cost were the main concern of the respondents towards effective service delivery. The study reveals that "Cost" is the major driver of effective service delivery of online banking services in Malaysia. Equally, the study also explores various implications of the research.
format	Article
author	Aliyu, Alhaji Abubakar Tasmin, Rosmaini Takala, Josu Che Rusuli, Muhammad Saufi H., Norazlin
author_facet	Aliyu, Alhaji Abubakar Tasmin, Rosmaini Takala, Josu Che Rusuli, Muhammad Saufi H., Norazlin
author_sort	Aliyu, Alhaji Abubakar
title	The impact of online banking on customer service delivery in the Malaysian banking industry : Kano's model approach / Alhaji Abubakar Aliyu … [et al.]
title_short	The impact of online banking on customer service delivery in the Malaysian banking industry : Kano's model approach / Alhaji Abubakar Aliyu … [et al.]
title_full	The impact of online banking on customer service delivery in the Malaysian banking industry : Kano's model approach / Alhaji Abubakar Aliyu … [et al.]
title_fullStr	The impact of online banking on customer service delivery in the Malaysian banking industry : Kano's model approach / Alhaji Abubakar Aliyu … [et al.]
title_full_unstemmed	The impact of online banking on customer service delivery in the Malaysian banking industry : Kano's model approach / Alhaji Abubakar Aliyu … [et al.]
title_sort	impact of online banking on customer service delivery in the malaysian banking industry : kano's model approach / alhaji abubakar aliyu … [et al.]
publisher	Faculty of Information Management
publishDate	2014
url	http://ir.uitm.edu.my/id/eprint/13850/ http://ir.uitm.edu.my/id/eprint/13850/ http://ir.uitm.edu.my/id/eprint/13850/1/AJ_ALHAJI%20ABUBAKAR%20ALIYU%20JIKM%2014.pdf
first_indexed	2023-09-18T22:50:24Z
last_indexed	2023-09-18T22:50:24Z
_version_	1777417505804910592

The impact of online banking on customer service delivery in the Malaysian banking industry : Kano's model approach / Alhaji Abubakar Aliyu … [et al.]

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