Level of customer satisfaction on online banking services provided by domestic and foreign commercial banks in Kuching

Lim, Ann Chee, Angelia (2014) Level of customer satisfaction on online banking services provided by domestic and foreign commercial banks in Kuching. Masters thesis, Universiti Malaysia Sarawak, (UNIMAS).

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Abstract

This study determines the level of customer satisfaction on online banking services provided by domestic and foreign commercial banks in Kuching, Sarawak. The banks involved in this study are Maybank, Public Bank, Ambank, UOB, Standard Chartered, and HSBC. The customer satisfaction of online banking services are determined by using survey method whereby questionnaires are distributed randomly to bank customers in Kuching. The findings of this study show the evidence of customer satisfaction and help the banks to determine the most influencing dimensions in determining customer satisfaction. There are also recommendations by the end of the study which may help the future researchers in similar studies.

Item Type: E-Thesis (Masters)
Additional Information: Thesis (M.Sc.) -- Universiti Malaysia Sarawak, 2014.
Uncontrolled Keywords: Banks and banking, Customer services, customer satisfaction, online banking services, unimas, university, universiti, Borneo, Malaysia, Sarawak, Kuching, Samarahan, ipta, education, postgraduate,research, Universiti Malaysia Sarawak
Subjects: H Social Sciences > HG Finance
Divisions: Academic Faculties, Institutes and Centres > Faculty of Economics and Business
Depositing User: Karen Kornalius
Date Deposited: 15 Jul 2015 06:47
Last Modified: 15 Jul 2015 06:47
URI: http://ir.unimas.my/id/eprint/8310

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