Internet Banking Among Baby Boomers: A Case Study on Customer Satisfaction in Bangsar, Kuala Lumpur

  • Yeap Pei Xin University of Malaya Centre for Continuing Education (UMCCed), University of Malaya (UM)
  • Vasithra Devamanickam University of Malaya Centre for Continuing Education (UMCCed), University of Malaya (UM)
  • Nur Izyan Syazwani Binti Ismail Marzuki University of Malaya Centre for Continuing Education (UMCCed), University of Malaya (UM)
  • Siti Nur Aminah Binti Wan Ahmad Daknam University of Malaya Centre for Continuing Education (UMCCed), University of Malaya (UM)
  • Siti Noratikah Binti Adnan University of Malaya Centre for Continuing Education (UMCCed), University of Malaya (UM)
  • Nur Sharina Binti Muhammad Khairul University of Malaya Centre for Continuing Education (UMCCed), University of Malaya (UM)
  • Nur Hikmah Binti Ramli University of Malaya Centre for Continuing Education (UMCCed), University of Malaya (UM)
  • Isai Amutan Krishnan Faculty of Languages and Linguistics, University of Malaya (UM)
  • Geraldine De Mello Academy of Language Studies, Universiti Teknoligi MARA (UITM)
  • Vasudevan Naidu Kanan O'Connor's Engineering Sdh. Bhd
  • Shasthrika Baskaran University of Malaya Centre for Continuing Education (UMCCed), University of Malaya (UM)
  • Kausalya Muthutamilselvan Lorong 2A/5, Taman Mutiara, Sg. Kob Karangan
Keywords: baby boomers, customer satisfaction, convenience, service quality, internet banking

Abstract

The present study focuses on the factors relating to why Baby Boomers are reluctant to adopt internet banking and to investigate the level of convenience experienced when using it. A quantitative method was employed to analyse the data based on the conceptual framework. A survey questionnaire was chosen as the research instrument. The findings show that the two independent variables, service quality and convenience, did not correlate, but there was a significant affect from customer satisfaction with internet banking among the Baby Boomer respondents. The R-squared value was 0.928, meaning that 92.8% of the both independent variables affected the dependent variable. Another 7.2% was indicated for other independent variables not used in this study.

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Published
2020-05-17
How to Cite
Pei Xin, Y., Devamanickam, V., Ismail Marzuki, N. I. S., Wan Ahmad Daknam, S. N. A., Adnan, S. N., Muhammad Khairul, N. S., Ramli, N. H., Krishnan, I. A., Mello, G., Kanan, V., Baskaran, S. and Muthutamilselvan, K. (2020) “Internet Banking Among Baby Boomers: A Case Study on Customer Satisfaction in Bangsar, Kuala Lumpur”, Malaysian Journal of Social Sciences and Humanities (MJSSH), 5(5), pp. 24 - 43. Available at: https://msocialsciences.com/index.php/mjssh/article/view/416 (Accessed: 6June2020).
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Articles

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