Customer satisfaction towards internet banking services: Case analysis on a Malaysian bank

The purpose of this paper is to determine the factors influencing customer satisfaction towards Internet banking services. A total of 172 online banking users from a local commercial bank in Malaysia participated in this study. Using hierarchical multiple regression analysis, we controlled the variables of age, income and education levels, and found that (1) staff supports and knowledge; (2) web security and trust were significant predictors for the customer satisfaction towards Internet banking services. It is hoped that findings from the study provide greater insights to bank managers as what affects the users´ satisfaction towards online banking so that resources can be utilized more efficiently in any improvement efforts.