Comparative Analysis of the Degree Holder and Non-Degree Holder Malaysian Bank Customers Satisfaction with E-payment Services in Penang-Malaysia
This study intends to investigate bank customers satisfaction rate with e-payment services in Malaysia as many financial transactions are held by electronic payment systems in this country. Malaysian bank managers believe that the e-payment is of high potentiality to succeed as a new tool of payment which can increase the rapidity and accuracy of transactions and consequently increase customers satisfaction. In this study, a comparative analysis is provided by investigating the satisfaction rate with e-payment services in Malaysias Banking Industry between two sample groups in Penang. These two groups consist of Degree Holder and Non-Degree Holder individuals who use electronic payment bank services in Penang. A sample size of 350 individuals was selected to answer the survey questions and then the collected data was analyzed by SPSS software. The findings from this study depicts that in spite of inconveniences, cost and some security concerns among Non-Degree holders about e-payment services and also some security concerns about such services among Degree holders, both groups of customers depicted a high level of satisfaction with e-payment services in Penang. In addition, inconvenience is found to be the most important issue which Non-Degree Holders were concerned about, while Degree Holders were more concerned about security issue.
e-payment satisfaction e-payment services banking industry Degree Holders Non-Degree Holders Malaysia
AIireza Chavosh Anahita Bagherzad Halimi Sahar Hosseinikhah Choshaly Mohammad Nahich Pejman Sheibani Esferjani
Faculty of Management, Multimedia University, Cyberjaya,Malaysia Graduate School of Business, National University of Malaysia (UKM),Malaysia Faculty of Accuntancy,University Technology MARA(UiTM),Malaysia
国际会议
上海
英文
110-113
2011-03-11（万方平台首次上网日期，不代表论文的发表时间）