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5.3 Recommendations

In order to rectify the research’s limitations, there are several recommendations for future researches. Firstly, the targeted respondents should not be just young generations, the views or opinions from elderly group are also important to ensure a more generalized and accurate result. Therefore, future researchers should target respondents from different generation to ensure an all rounded result. Through this method, a comparison can be made by depending on the gap between the different generations. This can help to build in-depth understanding in customers’

satisfaction towards online banking. Besides, the research should not just particularly focus on one area as different respondents from different places may exhibit different personalities, which in turn, will affect the accuracy of result.

Next, more significant independent variables should be included in order to overcome the problem of factor constraint. Independent variables such as speed of webpage and webpage design should be discussed to have a more extensive understanding regarding customers’ satisfaction towards online banking. Hence, future researches should be encompassed with more reliable independent variables in order to generate a more detailed result.


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APPENDIX A: Permission to Conduct Survey

Appendix B: Survey Questionnaire

Appendix C: Respondent Demographic Profile



Frequency Percent Valid Percent Cumulative Percent


Female 220 55.0 55.0 55.0

Male 180 45.0 45.0 100.0

Total 400 100.0 100.0


Frequency Percent Valid Percent Cumulative Percent


42 1 .3 .3 93.0

Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent



Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent



Frequency Percent Valid Percent Cumulative Percent


Appendix D: Central Tendencies Measurement of Constructs

Customer Satisfaction

Frequency Percent Valid Percent Cumulative Percent



Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent


50 4.00 4.00 4.00 4.00 5.00

Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent Valid

Disagree 11 2.8 2.8 2.8

Neutral 103 25.8 25.8 28.5

Agree 185 46.3 46.3 74.8

Strongly agree 101 25.3 25.3 100.0

Total 400 100.0 100.0


Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent


Strongly disagree 3 .8 .8 .8

Disagree 26 6.5 6.5 7.3

Neutral 108 27.0 27.0 34.3

Agree 186 46.5 46.5 80.8

Strongly agree 77 19.3 19.3 100.0

Total 400 100.0 100.0


Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent


Strongly disagree 3 .8 .8 .8

Disagree 15 3.8 3.8 4.5

Neutral 128 32.0 32.0 36.5

Agree 182 45.5 45.5 82.0

Strongly Agree 72 18.0 18.0 100.0

Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent



Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent


Std. Deviation .805 .740 .733 .693 .952

Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent

Frequency Percent Valid Percent Cumulative Percent


Frequency Percent Valid Percent Cumulative Percent Frequency Percent Valid Percent Cumulative


Appendix E: Scale Measurement - Reliability Test

Cronbach's Alpha

Internet_banking_company_concerns_about_privacy_n_security .908

Internet_banking_company_concerns_about_privacy_n_security .908