afolabi abidemi - Academia.edu (original) (raw)

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Ali Arfida

International Islamic University Malaysia

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i ACKNOWLEDGEMENT I would like to take this opportunity to acknowledge the assistance, guidance a... more i ACKNOWLEDGEMENT I would like to take this opportunity to acknowledge the assistance, guidance and encouragement of all who have supported me throughout this research project. Without their guidance and advices, I would have never been able to accomplish my research project successfully as part of the fulfillment of the requirements for the Degree of Master Business of Administration. First of all, I would like to express my sincere gratitude to my research project supervisor, Professor Dr. Tengku Mohamed Faziharudean, for his continuous support throughout the whole progress of this research project. His constant valuable ideas, comments and encouragement had considerably enriched and improved my work. Without his time, guidance, support, advice and expertise, this research project would not be possible done successfully. Secondly, I would like to thank you to all the participants for their valuable time, kind assistance and support in participating in the surveys conducted as part of this research project. Their opinions have provided the statistics necessary for both this research, as well as future research in the field of internet banking website loyalty. Lastly, I am also grateful to all my colleagues and friends for their knowledge sharing and comments in which had helped me to enrich my research project towards a better quality work. ii ABSTRACT Internet banking has become one of the most popular services utilized by the Malaysian retail banking customers in recent years. Multiple bank providers are working continuously to add or improve their internet banking services in order to make their bank a better choice among their customers as well as to retain them. Despite its attractiveness, customer loyalty towards internet banking website has become an issue due to stiff competition among the banks in Malaysia. As the development and validation of a customer loyalty model in internet banking website context in Malaysia had yet to be addressed by past studies, model has been developed in this study based on IS and marketing literatures to investigate on the customer loyalty towards internet banking website. Model was tested using data collected from a survey of internet banking users in Malaysia. Testing involved investigating the factors that influence customer loyalty towards internet banking website in Malaysia and also identifying the most essential factors among the investigated factors.

i ACKNOWLEDGEMENT I would like to take this opportunity to acknowledge the assistance, guidance a... more i ACKNOWLEDGEMENT I would like to take this opportunity to acknowledge the assistance, guidance and encouragement of all who have supported me throughout this research project. Without their guidance and advices, I would have never been able to accomplish my research project successfully as part of the fulfillment of the requirements for the Degree of Master Business of Administration. First of all, I would like to express my sincere gratitude to my research project supervisor, Professor Dr. Tengku Mohamed Faziharudean, for his continuous support throughout the whole progress of this research project. His constant valuable ideas, comments and encouragement had considerably enriched and improved my work. Without his time, guidance, support, advice and expertise, this research project would not be possible done successfully. Secondly, I would like to thank you to all the participants for their valuable time, kind assistance and support in participating in the surveys conducted as part of this research project. Their opinions have provided the statistics necessary for both this research, as well as future research in the field of internet banking website loyalty. Lastly, I am also grateful to all my colleagues and friends for their knowledge sharing and comments in which had helped me to enrich my research project towards a better quality work. ii ABSTRACT Internet banking has become one of the most popular services utilized by the Malaysian retail banking customers in recent years. Multiple bank providers are working continuously to add or improve their internet banking services in order to make their bank a better choice among their customers as well as to retain them. Despite its attractiveness, customer loyalty towards internet banking website has become an issue due to stiff competition among the banks in Malaysia. As the development and validation of a customer loyalty model in internet banking website context in Malaysia had yet to be addressed by past studies, model has been developed in this study based on IS and marketing literatures to investigate on the customer loyalty towards internet banking website. Model was tested using data collected from a survey of internet banking users in Malaysia. Testing involved investigating the factors that influence customer loyalty towards internet banking website in Malaysia and also identifying the most essential factors among the investigated factors.

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