E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor

This research is about the customer loyalty toward Internet banking among Klang Valley residents. It focused on the customer loyalty toward Internet banking that is still low and anxious. Nowadays, with the fast development of World Wide Web, most banking institution offered their services throug...

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Bibliographic Details
Main Author:	Md Noor, Noor Farihan Elyana
Format:	Thesis
Language:	English
Published:	2005
Subjects:	QA75 Electronic computers. Computer science
Online Access:	http://ir.uitm.edu.my/id/eprint/1728/ http://ir.uitm.edu.my/id/eprint/1728/1/TD_NOOR%20FARIHAN%20ELYANA%20MD%20NOOR%20CS%2005_5%20P01.pdf

id	uitm-1728
recordtype	eprints
spelling	uitm-17282019-07-22T03:46:39Z http://ir.uitm.edu.my/id/eprint/1728/ E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor Md Noor, Noor Farihan Elyana QA75 Electronic computers. Computer science This research is about the customer loyalty toward Internet banking among Klang Valley residents. It focused on the customer loyalty toward Internet banking that is still low and anxious. Nowadays, with the fast development of World Wide Web, most banking institution offered their services through Internet and it becomes a popular alternative of traditional banking. Loyalty is totally different between traditional and online banking. Thus, this research is a research that identify, to find out and to determine the customer loyalty toward Internet banking. The objectives of this research are to identify the relationship between service performance rates and customer satisfaction level with their loyalty towards the internet banking. The sample was randomly selected at the area of Klang Valley. Most of the respondents rate the Internet banking service performance as good and affect their loyalty towards Internet banking. But the Chi-Square test indicates that there is no association between service performance rates and customer loyalty to the Internet banking. It contrasts with the relationship between customer satisfaction level and loyalty where the Chi-Square test indicates that there is relationship between both variables. It means that customer satisfaction level have significant impact on customer loyalty. By improving service performance such as response time and feedback and also customer satisfaction through adding more features and concern on security issues will increase customer loyalty toward internet banking. 2005 Thesis NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/1728/1/TD_NOOR%20FARIHAN%20ELYANA%20MD%20NOOR%20CS%2005_5%20P01.pdf Md Noor, Noor Farihan Elyana (2005) E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor. Degree thesis, Universiti Teknologi MARA.
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	QA75 Electronic computers. Computer science
spellingShingle	QA75 Electronic computers. Computer science Md Noor, Noor Farihan Elyana E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor
description	This research is about the customer loyalty toward Internet banking among Klang Valley residents. It focused on the customer loyalty toward Internet banking that is still low and anxious. Nowadays, with the fast development of World Wide Web, most banking institution offered their services through Internet and it becomes a popular alternative of traditional banking. Loyalty is totally different between traditional and online banking. Thus, this research is a research that identify, to find out and to determine the customer loyalty toward Internet banking. The objectives of this research are to identify the relationship between service performance rates and customer satisfaction level with their loyalty towards the internet banking. The sample was randomly selected at the area of Klang Valley. Most of the respondents rate the Internet banking service performance as good and affect their loyalty towards Internet banking. But the Chi-Square test indicates that there is no association between service performance rates and customer loyalty to the Internet banking. It contrasts with the relationship between customer satisfaction level and loyalty where the Chi-Square test indicates that there is relationship between both variables. It means that customer satisfaction level have significant impact on customer loyalty. By improving service performance such as response time and feedback and also customer satisfaction through adding more features and concern on security issues will increase customer loyalty toward internet banking.
format	Thesis
author	Md Noor, Noor Farihan Elyana
author_facet	Md Noor, Noor Farihan Elyana
author_sort	Md Noor, Noor Farihan Elyana
title	E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor
title_short	E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor
title_full	E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor
title_fullStr	E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor
title_full_unstemmed	E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor
title_sort	e-loyalty : a study on customer loyalty of internet banking services in klang valley / noor farihan elyana md noor
publishDate	2005
url	http://ir.uitm.edu.my/id/eprint/1728/ http://ir.uitm.edu.my/id/eprint/1728/1/TD_NOOR%20FARIHAN%20ELYANA%20MD%20NOOR%20CS%2005_5%20P01.pdf
first_indexed	2023-09-18T22:46:14Z
last_indexed	2023-09-18T22:46:14Z
_version_	1777417243738505216

E-Loyalty : A study on customer loyalty of internet banking services in Klang Valley / Noor Farihan Elyana Md Noor

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