Service Quality Perception and its Impact on Internet Banking in Klang Valley

Authors

  • Khairi Aseh Tenaga Nasional University Malaysia
  • P. Ravindran Pathmanathan

DOI:

https://doi.org/10.14738/abr.811.9274

Abstract

Banking in Malaysia has undergone rapid transformation over the past two decades, witnessing a maritime shift in the nature of the services offered by banks, which have a positive impact on bank customers. The public sector banks have started to incorporate new technology into their operations with increasing customer expectations. It brought about a change in customer perceptions. Hence to what extent the needs to be studied were satisfied or not satisfied with the consumers. Since the Internet is a new virtual medium with so many potential customers, it is the banks that are most critical to consider customer desires and wants. This study aims to identify the impact of demographic characteristics of respondents on internet banking adoption. A total of 600 respondents from the one of the banks in Kuala Lumpur City who was selected for the purpose of this study. Results on service quality perception and its impact on Internet banking has been discussed in this paper.

References

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Published

2020-11-21

How to Cite

Aseh, K., & Pathmanathan, P. R. (2020). Service Quality Perception and its Impact on Internet Banking in Klang Valley. Archives of Business Research, 8(11), 94–100. https://doi.org/10.14738/abr.811.9274

Issue

Vol. 8 No. 11 (2020): Archives of Business Research

Section

Articles

License

Copyright (c) 2020 MUSHTAQ AHMAD

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

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