Customer Satisfaction in Online Banking Services: A Case Study of a Bank’s Clientele in Klang Valley, Malaysia

This study analyses the determinants affecting customer satisfaction with online banking services at a branch bank in Klang Valley, Malaysia, utilizing a sample of 137 responses. The analysis concentrated on security, customer loyalty, service quality, and convenience. The analysis conducted with XLSTAT 2019 indicated that customer loyalty and convenience (p-value < 0.05) significantly influence customer satisfaction, as customer loyalty and convenience to online banking services improve the overall experience. Nonetheless, security and service quality were determined to be insignificant (p-value > 0.05), indicating that customers may prioritize convenience and loyalty over these elements. Future research should investigate the effects of digital payment integration and user data privacy on customer satisfaction, as these trends are gaining significance in online banking.