Marketing Research

In: Business and Management

Submitted By jimotan
Words 257
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RESEARCH QUESTION
The main goals of this research are to investigate the determinant factor that influence customers satisfaction with online banking services in Malaysia.
Question 1: What is the relationship between customer trust towards internet banking with customers satisfaction?
Question 2: What is the relationship between the service quality of internet banking and customers satisfaction?
Question 3: What is the relationship between perceived value and customer satisfaction towards internet banking?
Question 4: What is the relationship between the reputation of internet banking and customer satisfaction?

RESEARCH OBJECTIVE 1. To examine the relationship between customer trust of internet banking and customer satisfaction with internet banking. 2. To identify the relationship between service quality of internet banking and customer satisfaction with internet banking. 3. To examine the relationship between customer perceived value of internet banking and customer satisfaction. 4. To investigate the relationship between the reputation of internet banking and customer satisfaction toward internet banking.

FRAMEWORKS INDEPENDENT VARIABLE
CUSTOMER TRUST

H1 DEPENDENT VARIABLE
SERVICE QUALITY

CUSTOMER SATISFACTION WITH ONLINE BANKING H2

PERCEIVED VALUE H3

REPUTATION H4

HYPOTHESIS
Hypothesis 1: There is a significant relationship between the customer trust of internet banking and customer satisfaction with internet banking.
Hypothesis 2: There is a significant relationship between the service quality of internet banking and customer satisfaction towards internet banking.
Hypothesis 3: There is a significant relationship between the customer…...

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