Customer Satisfaction in Online Banking Services: A Case Study of a Bank’s Clientele in Klang Valley, Malaysia

Alarifi, A. A., & Husain, K. S. (2023). The influence of Internet banking services quality on e-customers’ satisfaction of Saudi banks: Comparison study before and during COVID-19. International Journal of Quality & Reliability Management, 40(2), 496–516.
Almuhanna, N., & Alharbi, Z. H. (2023). Factors Affecting Customer Satisfaction with The Telecommunication Industry in Saudi Arabia. TEM Journal, 12(1). https://www.ceeol.com/search/article-detail?id=1103642
Aripin, Z. (2023). A THE INFLUENCE OF CUSTOMER EXPECTATIONS ON BANK SERVICE PERFORMANCE AND BANK CUSTOMER SATISFACTION AND ITS EFFECT ON CUSTOMER TRUST. KRIEZ ACADEMY: Journal of Development and Community Service, 1(1), 1–14.
Ayinaddis, S. G., Taye, B. A., & Yirsaw, B. G. (2023). Examining the effect of electronic banking service quality on customer satisfaction and loyalty: An implication for technological innovation. Journal of Innovation and Entrepreneurship, 12(1), 22. https://doi.org/10.1186/s13731-023-00287-y
BNM Annual Report. (2023). (n.d.). https://www.bnm.gov.my/publications/ar2023
Bhat, S. A., Islam, S. B., & Mir, M. F. (2024). Consumers’ attitude toward biometric banking services: An empirical evaluation of determinants and outcomes. Journal of Financial Services Marketing. https://doi.org/10.1057/s41264-024-00285-5
Drakshayani, B. A., & Syed, R. (2024). A COMPARATIVE STUDY ON SERVICE QUALITY TOWARDS ONLINE BANKING SERVICES AMONG PUBLIC AND PRIVATE SECTOR BANKS IN BANGALORE. Journal of Research Administration, 6(1). http://journalra.org/index.php/jra/article/view/1352
Gautam, D. K., & Sah, G. K. (2023). Online Banking Service Practices and Its Impact on E-Customer Satisfaction and E-Customer Loyalty in Developing Country of South Asia-Nepal. SAGE Open, 13(3), 21582440231185580. https://doi.org/10.1177/21582440231185580
George, D., & Mallery, M. (2010). SPSS for Windows Step by Step: A Simple Guide and Reference, 17.0. Pearson.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective. Prentice Hall
Ighomereho, O. S., Afolabi, T. S., & Oluwakoya, A. O. (2023). Impact of E-service quality on customer satisfaction: A study of internet banking for general and maritime services in Nigeria. Journal of Financial Services Marketing, 28(3), 488–501. https://doi.org/10.1057/s41264-022-00164-x
Indriastuti, H., Putri, A., Robiansyah, R., & Anwar, H. (2022). The Effect of E-Service Quality and E-Trust on Customer Loyalty and Mediating Customer Satisfaction of Internet Banking Users. Jurnal Manajemen Dan Kewirausahaan, 10(1), 24–34.
Jebarajakirthy, C., & Shankar, A. (2021). Impact of online convenience on mobile banking adoption intention: A moderated mediation approach. Journal of Retailing and Consumer Services, 58, 102323.
Kasilingam, R. (2024). Customers’ Satisfaction On Digital Banking System With Reference To Select Public Sector Banks In Karnataka. Journal of Advanced Zoology, 45(1). https://search.ebscohost.com/login.aspx?direct=true&profile=ehost&scope=site&authtype=crawler&jrnl=02537214&AN=175541333&h=BBp%2BAaujGh5PjkJPDVaZ00uIqBUKRg6A5w69sI18uY4ELQEvqu6VA9Yj85RM0rb5oirtpSetBdBzriuuvVaxWw%3D%3D&crl=c
Kaur, S., & Arora, S. (2023). Understanding customers’ usage behavior towards online banking services: An integrated risk–benefit framework. Journal of Financial Services Marketing, 28(1), 74–98. https://doi.org/10.1057/s41264-022-00140-5
Khan, F. N., Arshad, M. U., & Munir, M. (2023). Impact of e-service quality on e-loyalty of online banking customers in Pakistan during the Covid-19 pandemic: Mediating role of e-satisfaction. Future Business Journal, 9(1), 23. https://doi.org/10.1186/s43093-023-00201-8
Khan, H. U., Malik, M. Z., Nazir, S., & Khan, F. (2023). Utilizing bio metric system for enhancing cyber security in banking sector: A systematic analysis. IEEE Access. https://ieeexplore.ieee.org/abstract/document/10194299/
Komara, E., & Utami, D. T. (2024). The Effect of Customer Satisfaction, E-Word of Mouth, and Initial Trust on Livin’s Mobile Banking Adoption Interest. Jurnal Manajemen (Edisi Elektronik), 15(1), 194–203.
Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30(3), 607–610
Kumar, M. (2023). An overview of cyber security in digital banking Sector. East Asian Journal of Multidisciplinary Research, 2(1), 43–52.
Kumar, P., & Mokha, A. K. (2021). Relationship between E-CRM, customer experience, customer satisfaction and customer loyalty in banking industry: A review of literature. RESEARCH REVIEW: International Journal of Multidisciplinary, 6(2), 127–137.
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64, 101487.
Maharaja, J., & Lubis, I. (2024). DIRECT EFFECT ANALYSIS OF ONLINE INTEGRATED BANKING SYSTEM IMPLEMENTATION ON CUSTOMER SATISFACTION AND COMPLIANCE OF SUMUT BANK. Jurnal Riset Bisnis Dan Manajemen, 17(1), 53–62.
Mir, R. A., Rameez, R., & Tahir, N. (2023). Measuring Internet banking service quality: An empirical evidence. The TQM Journal, 35(2), 492–518.
Mohapatra, S., Kumar, A., Shirmila, T., Rroy, A. D., & Hota, S. L. (2024). The mediating role of customer satisfaction for a sustainable e-banking performance. Environment and Social Psychology, 9(6). https://esp.apacsci.com/index.php/esp/article/viewFile/1986/1261
Moksin, H., Hudi, Z. H., Jusoh, A. A., & Murthy, A. (2023). The Association between After-sales Service Quality and Malaysian Car Owner’s Satisfaction. International Journal of Academic Research in Business and Social Sciences, 13(6), 417–426.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach. john wiley & sons.
Shankar, A. (2021). How does convenience drive consumers’ webrooming intention? International Journal of Bank Marketing, 39(2), 312–336.
Shankar, A., & Rishi, B. (2020). Convenience Matter in Mobile Banking Adoption Intention? Australasian Marketing Journal, 28(4), 273–285. https://doi.org/10.1016/j.ausmj.2020.06.008
Siegel, A. F., & Wagner, M. R. (2023). Data-driven profit estimation error in the newsvendor model. Operations Research, 71(6), 2146-2157.
Sudirjo, F., Dewi, L. K. C., Febrian, W. D., Sani, I., & Dharmawan, D. (2024). The Measurement Analysis of Online Service Quality Toward State Banking Customers Using Structural Equation Modeling. Jurnal Informasi Dan Teknologi, 50–56.
Teeroovengadum, V. (2020). Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: Moderating effects of gender. European Business Review, 34(1), 1–19. https://doi.org/10.1108/EBR-10-2019-0270
Wen, E. C. Y., Hoo, W. C., Lee, A., & Cheng, A. Y. (2023). Mobile banking application (App) adoption behaviour amongst malaysian consumers. WSEAS Transactions on Business and Economics, 20, 759–769.
Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2013). Business research methods. Cengage learning.

Moksin, H., & Povakalam, M. (2024). Customer Satisfaction in Online Banking Services: A Case Study of a Bank’s Clientele in Klang Valley, Malaysia. International Journal of Academic Research in Business and Social Sciences, 14(11), 401–415.

Copyright: © 2024 The Author(s)
Published by HRMARS (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode