Factors influencing e-banking customer satisfaction and overall retention levels: perspective from a Malaysian bank

With the advancement of technology in the banking industry in recent years has led to the fulfillment of customer satisfaction with better online facilities and tracking system. Customers are able to enjoy rapid speed and service, better delivery channels and faster response rate dealing with queries and account transactions. In Malaysia, customers expect higher quality services from banks which, if fulfilled could result in significant improvement in customer satisfaction levels. This study mainly focuses on investigating to identify the major factors that influence online customers’ satisfaction with the services provided by their respective banks. This study will also assess the online transactions (internet banking) and would therefore help the banks management to improve and better service their customers and strengthen the bond between banks and their valued customers. A total of 227 customers were surveyed via online structured questionnaire for this study. This study identified core services, problem resolution, cost saved, convenience and risk and privacy concerns as the major factors affecting overall customer satisfaction in Malaysia.