Date of Award
11-2010
Thesis Type
Masters
Document Type
Dissertation
Divisions
Faculty of Business and Economics (formally known as Faculty of Business and Accountancy)
Institution
Universiti Malaya
Abstract
In Malaysia, Internet Banking has been evaluated in many ways, often in the aspect of adoption and implementation. In this paper, we review Internet Banking from the competitive environment and consumer perspectives with the purpose to develop an understanding of the effect of website usability, customer satisfaction on loyalty and positive word-of-mouth (WOM). It was found that website usability and customer satisfaction enhances customer loyalty and word-of-mouth in the Malaysia Internet Banking. It was also discovered that customer satisfaction mediates the relationship between website usability and customer loyalty as well as between website usability and WOM, and that customer loyalty mediates the relationship between customer satisfaction and WOM. Results confirm findings of earlier studies of Internet Banking consumers in terms of the website satisfaction and their loyalty. The study sheds light on consumers' intention to positive WOM which suggests new insights to Malaysian banks on Internet customer relationship management and WOM communication.
Additional Information
Dissertation (M.A.) – Faculty of Business and Economics, Universiti Malaya, 2010.
Recommended Citation
Hui Lee, Tan, "Determining effect of website usability and satisfaction loyality and positive word-of-mouth : Malaysia internet banking." (2010). Student Works (2010-2019). 29.
https://knova.um.edu.my/student_works_2010s/29
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-No Derivative Works 4.0 International License.
Initial
khm