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Service Quality Evaluation Of Internet Banking In Malaysia

Vijayan, P., and Bala Shanmugam, (2003) Service Quality Evaluation Of Internet Banking In Malaysia. Journal of Internet Banking and Commerce, 8 (1).

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Official URL: http://www.arraydev.com/commerce/JIBC/0306-06.htm

Affiliations

Affin-ACF Finance
Monash University Malaysia, Banking and Finance Research Unit

Abstract

This study evaluates the service quality of Internet banking in Malaysia. It focuses on the transaction sites of five leading anchor banks, which provide a platform for electronic banking and examines electronic banking performances through a set of 40 questions specifically prepared for this research. The survey was conducted in January 2002.Only two of the five banks surveyed obtained a four star rating out of a maximum possible of five stars. Three other banks have obtained three star ratings. The implications and future directions of Internet banking in Malaysia are discussed.

Item Type:Journal
Keywords:Electronic-banking, Internet, Malaysia, Bank performance, customer preferences and quality.
Subjects:H Social Sciences
ID Code:1865

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