CHAPTER 4 DATA ANALYSIS
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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APPENDICES
APPENDIX A: Permission to Conduct Survey
Appendix B: Survey Questionnaire
Appendix C: Respondent Demographic Profile
Frequencies
Gender
Frequency Percent Valid Percent Cumulative Percent
Valid
Female 220 55.0 55.0 55.0
Male 180 45.0 45.0 100.0
Total 400 100.0 100.0
Age
Frequency Percent Valid Percent Cumulative Percent
Valid
42 1 .3 .3 93.0
Frequency Percent Valid Percent Cumulative Percent
Valid
Frequency Percent Valid Percent Cumulative Percent
Valid
Monthly_Income
Frequency Percent Valid Percent Cumulative Percent
Valid
Frequency Percent Valid Percent Cumulative Percent
Valid
Frequency Percent Valid Percent Cumulative Percent
Valid
Satisfaction_towards_online_banking_services
Frequency Percent Valid Percent Cumulative Percent
Valid
Appendix D: Central Tendencies Measurement of Constructs
Customer Satisfaction
Frequency Percent Valid Percent Cumulative Percent
Valid
Level_of_expectations_and_requirements
Frequency Percent Valid Percent Cumulative Percent
Valid
Frequency Percent Valid Percent Cumulative Percent
Valid
50 4.00 4.00 4.00 4.00 5.00
Frequency Percent Valid Percent Cumulative Percent
Valid
Frequency Percent Valid Percent Cumulative Percent
Valid
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
Prefer_high_security_authentication
Frequency Percent Valid Percent Cumulative Percent
Valid
Frequency Percent Valid Percent Cumulative Percent
Valid
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
Continue_remain_as_a_customer
Frequency Percent Valid Percent Cumulative Percent
Valid
Frequency Percent Valid Percent Cumulative Percent
Valid
Frequency Percent Valid Percent Cumulative Percent
Valid
Frequency Percent Valid Percent Cumulative Percent
Valid
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
Valid
Frequency Percent Valid Percent Cumulative Percent
Valid
Easy_to_find_information
Frequency Percent Valid Percent Cumulative Percent
Valid
Frequency Percent Valid Percent Cumulative Percent
Valid
Frequency Percent Valid Percent Cumulative Percent
Valid
Std. Deviation .805 .740 .733 .693 .952
Frequency Percent Valid Percent Cumulative Percent
Valid
Frequency Percent Valid Percent Cumulative Percent
Frequency Percent Valid Percent Cumulative Percent
User_friendly_financial_management_tool
Frequency Percent Valid Percent Cumulative Percent Frequency Percent Valid Percent Cumulative
Percent
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