Factors Influencing Online Banking Satisfaction in Malaysia

The purpose of this chapter is to investigate the factors that influence online banking satisfaction in Malaysia. Online banking is known as “Internet portal.” This is because most banks now have Internet access. Many consumers have been using online banking for conducting currency transactions or maintaining their bank accounts via the Internet, due to the availability of Internet equipment. In recent years, due to the COVID-19 pandemic, many people have switched from using the physical services of bank branches to online banking to solve their banking needs. Online banking is very important for banks because it has gradually become the main channel for banks to provide services, and it can help banks reduce operating costs and make profits by charging fees. Online banking is also a foundation for banks to move toward digital technology. Therefore, the purpose of this research is to investigate current bank users or customers’ satisfaction with online banking so that banks can enhance their online banking services. This research will be conducted by distributing questionnaires to 250 respondents. The questionnaire will be divided into two parts which is a demographic questionnaire and an online banking satisfaction questionnaire. This study will use security and privacy, convenience, and services quality as our independent variable and our dependent variable will be online banking satisfaction. After collecting the questionnaire data of the interviewees, Statistical Package for the Social Sciences (SPSS) and several relevant data analysis methods such as descriptive analysis, multiple linear regression, and normality test will be used in this study to analyze the data.