Internet Banking Among Baby Boomers: A Case Study on Customer Satisfaction in Bangsar, Kuala Lumpur
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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References
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AL-Subari, S. (2017). Online banking adoption among academicians at MTUN University in Malaysia. (Unpublished doctoral dissertation). University Tun Hussein Onn Malaysia, Batu Pahat, Johor, Malaysia
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Amin, M., Isa, Z., & Fontaine, R. (2011). The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks. The Service Industries Journal, 31(9), 1519-1532.
Andaleeb, S. S. and Basu, A. K. (1994), Technical Complexity and Consumer Knowledge as Moderators of Service Quality Evaluation in the Automobile Service Industry, Journal of Retailing, 70(4), 367-381.
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Bell, S. (1999). Image and consumer attraction to intraurban retail areas: an environmental psychology approach. Journal of Retailing and Consumer Services, 6(2), 67-78.
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Berry, L. L. (2016). Revisiting “big ideas in services marketing” 30 years later, Journal of Services Marketing, 30(1), 3-6.
Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding Service Convenience. Journal of Marketing, 66(3), 1-17.
Bradley, L., & Stewart, K. (2003). A Delphi study of Internet banking. Marketing Intelligence & Planning, 21(5), 272-281.
Burns, A.C. & Bush, R.F. (2000). Marketing research. Upper Saddle River, N.J: Prentice Hall.
Camilleri, S., & Grech, G. (2017). The relevance of age categories in explaining internet banking adoption rates and customers' attitudes towards the service. Journal of Applied Finance & Banking, 7(2), 29-47.
Chen, M. C., Chang, K. C., Hsu, C. L., & Yang, I. C. (2011). Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model. Asia Pacific Journal of Marketing and Logistics, 23(3), 386-410.
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Dietz, J. (2003). defining markets, defining moments: America’s 7 generational cohorts, their shared experiences, and why businesses should care, The Journal of Consumer Marketing, 20(2/3), 172-174.
Duarte, P., Costa e-Silva, S., & Ferreira, M. (2018). How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM. Journal of Retailing and Consumer Services, 44, 161-169.
Emrich, O., Paul, M., & Rudolph, T. (2015). Shopping Benefits of Multichannel Assortment Integration and the Moderating Role of Retailer Type. Journal of Retailing, 91(2), 326-342.
Farquhar, J.D., Rowley, J. (2009). Convenience: a services perspective. Marketing Theory, 9(4), 425-438.
Firdous, S., & Farooqi, R. (2017). Impact of internet banking service quality on customer satisfaction. Journal of Internet Banking and Commerce, 22(1), 1-17.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Everitt Bryant, B. (1996). Growing the trust relationship. Journal of Marketing, 60(4), 7-18.
Frey, W. H. (2010). Baby Boomers and the new demographics of America’s seniors. Generations- Journal of the American Society on Aging, 34(3), 28-37.
Gehrt, K., & Yale, L. (1993). The dimensionality of the convenience phenomenon: A qualitative re-examination. Journal of Business and Psychology, 8(2), 163-180.
Giese, J., & Cote, J. (2002). Defining Consumer Satisfaction. Academy Of Marketing Science Review, 2000(1), 1-14.
Gilliam, J. E., Chatterjee, S., & Zhu, D. (2010). Determinants of risk tolerance in the baby boomer cohort. Journal of Business & Economies Research, 8(5), 79-87.
Goh, M., Yeo, S., Lim, K., & Tan, S. (2016). Understanding customer satisfaction of internet banking: A case study in Malacca. Procedia Economics and Finance, 37 (1), 80-85.
Golden, D., & Regi, S. (2019). Customers’ satisfaction towards online banking an analysis. SSRN Electronic Journal, 2(1), 13-21.
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Grönroos, C. (2000). Service management and marketing: A customer relationship management approach (2nd Ed.). Chichester: John Wiley and Sons, Ltd.
Hair, J.F., B. Black, B. Babin, R.E. Anderson, R.L. Tatham. (2006). Multivariate Data Analysis (6th Ed.). Upper Saddle River, New Jersey: Pearson Education, Inc.
Hamenda, A. (2019). An integrated model of service quality, price fairness, ethical practice and customer perceived values for customer satisfaction of sharing economy platform. International Journal of Business and Society, 19(3), 709-724
Hawkins, D. I., Mothersbaugh, D. L., & Best, R. J. (2013). Consumer behaviour: Building marketing strategy. USA: McGraw-Hill.
Herrmann, R. O., & Beik, L. L. (1968). Shoppers' movements outside their local retail. Journal of Marketing, 32(4), 45-51.
Hilt, M., & Lipschultz, J. (2005). Mass media, an aging population, and the Baby Boomers (1st ed., p. 11). Mahwah, N.J.: Lawrence Erlbaum.
Hui, M., Thakor, M., & Gill, R. (1998). The Effect of Delay Type and Service Stage on Consumers' Reactions to Waiting. Journal of Consumer Research, 24(4), 469-480.
Johns, N. (1999). What is this thing called service? European Journal of Marketing, 33(9-10), 958-973.
Khan, H., Mir, M. M., Khan, K., Reza, A., Khan, E., & Janjua, D. H. (2016). Analysis of electronic banking services & its issues in Pakistan. European Journal of Business and Management, 8(34), 1-8.
Krejcie, R., & Morgan, D. (1970). Determining sample size for research activities. educational and psychological measurement, 30(3), 607-610.
Lapierre, J. (2000). Customer-perceived value in industrial contexts. Journal of Business & Industrial Marketing, 15(2-3), 122-140.
Lee, S., & Moghavvemi, S. (2015). The Dimension of Service Quality and Its Impact on Customer Satisfaction, Trust, and Loyalty: A Case of Malaysian Banks. Asian Journal of Business and Accounting, 8(2), 91-121.
Lee. J. Y., Chia. A. M., Choong. L. W., & Foo. K.Y.J. (2017). Customers’ satisfaction towards online banking in Malaysia: A primary data analysis. (Unpublished doctoral dissertation). Universiti Tunku Abdul Rahman, Kampar, Perak, Malaysia.
Levesque, T., & McDougall, G.H.G. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12-20.
Lim. C. C., Lim. X. C., Ng. S. N., Ng. W. X., & Tan. Y. J. (2013). Customer resistance to mobile banking services: An empirical study among Baby Boomers in Malaysia urban areas. (Unpublished doctoral dissertation). Universiti Tunku Abdul Rahman, Kampar, Perak, Malaysia.
Malaysian Communications and Multimedia Commission. (2017). Internet users survey 2017 (pp. 1-51). Selangor, Malaysia: Malaysia Communications and Multimedia Commission.
Mashal, A and E. Ahmed. (2015). Effects of TQM practices on banking sector performance: The case of Jordan. Journal of Applied Finance and Banking, 5(6), 113-126.
Maybank2u.com (2000). Maybank Launches Country's First Internet Financial Portal. Retrieved 10 June 2019, from https://www.maybank2u.com.my/mbb_info/m2u/public/personalDetail04.do?channelId=Personal&cntTypeId=0&cntKey=AU00.06.09&programId=AU02.02-ArchiveNews&newsCatId=/mbb/AU-AboutUs/AU02-Newsroom/2000/06&chCatId=/mbb/Personal
McLeod, E. (2009). The use (and disuse) of mobile phones by baby boomers. International Journal of Emerging Technologies and Society, 7(1), 28-38.
Mmutle, T., & Shonhe, L. (2017). Customers' perception of Service Quality and its impact on reputation in the Hospitality Industry. African Journal Of Hospitality, Tourism and Leisure, 6(3), 1-25.
Morris, M. G., Venkatesh, V., Ackerman, P. L. (2005). Gender and age differences in employee decisions about new technology: An extension to the theory of planned behaviour, IEEE Transactions on Engineering Management, 52(1), 69-84
Muffatto, M & Panizzolo, R. (1995). A process-based view for customer satisfaction. International Journal of Quality and Reliability Management, 12(9), 154-169.
Naik, C. N., Gantasala, S. B., & Prabhakar, G. V. (2010). Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing. European Journal of Social Sciences, 16(2), 231-241.
Ndikubwimana, P., & Berndt, A. (2016). Service quality and customer Satisfaction among bank clients in Rwanda. British Journal of Economics, Management & Trade 13(4), 1-11.
Nui. P. V., & Ekin, S. (2001). An empirical investigation of the Turkish consumers' acceptance of internet banking services. International journal of Bank Marketing, 19(4), 156-165.
Nunnally, J.C. (1981). Psychometric theory, (3rd Ed.), New Delhi: Tata McGraw-Hill
Oliver. R. L. (1980). A cognitive model of the antecedents of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
Ong, T. S., Hong, Y. H., Teh, B. H., Soh, P. C. H., & Tan, C. P. (2014). Factors that affect the adoption of internet banking in Malaysia. International Business Management, 8(2), 55-63.
Osman, Z., Mohamad, L., & Mohamad, R. (2015). An empirical study of direct relationship of service quality, customer satisfaction and bank image on customer loyalty in Malaysian commercial banking industry. American Journal of Economics 2015, 5(2), 168-176
Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L. & Voss, C.A. (2015). Service research priorities in a rapidly changing context. Journal of Service Research, 18(2), 127-159.
Poon, W., Yong, G., & Lam, W. (2009). An insight into the attributes influencing the acceptance of internet banking: the consumers' perspective. International Journal of Services and Standards, 5(1), 81-94.
Porter, C., & Donthu, N. (2006). Using the technology acceptance model to explain how attitudes determine Internet usage: The role of perceived access barriers and demographics. Journal of Business Research,59(9), 999-1007.
Quinn, J. F. (2010). Work, retirement, and the encore career: Elders and the future of the American workforce. Generations- Journal of the American Society on Aging,34(3), 45-55.
Rahi, S., Ghani, M., Alnaser, F., & Yasin, N. (2017). Adoption of internet banking: extending the role of technology acceptance model (tam) with e-customer service and customer satisfaction. World Applied Sciences Journal, 35(9), 1918-1929.
Reichheld, F.F. (1993). Loyalty-based management. Harvard Business Review, 71(2), 64-73.
Said, A., Shuib, A., Ayob, N., & Yaakub, F. (2013). An evaluation of service quality from visitors’ perspectives: The case of Niah national park in Sarawak. International Journal of Business and Society, 14(1), 61 - 78.
Saunders, M., Lewis, P., & Thorhill, A. (2009). Research methods for business students (5th Ed.), Harlow, UK: Pearson Education.
Seiders, K., Voss, G.B., Godfrey, A.L., & Grewal, D. (2007). SERVCON: Development and Validation of a Multidimensional Service Convenience Scale. Journal of the Academy of Marketing Science, 35 (2), 144-156.
Sekaran, U. (2000). Research method for business: Skill-building approach, (3th Ed.). USA: John Wiley and Son, Inc.
Selvakumar, J.J. (2015). Impact of service quality on customer satisfaction in public sector and private sector banks. PSG Institute of Management.
Shariq S. (2006). Internet Banking in Pakistan. (Unpublished doctoral dissertation). Luleå University of Technology, Sweden.
Silvio. J.C., Gail. G. (2017). The relevance of age categories in explaining internet banking adoptions rates and customers’ attributes towards the service. Journal of Applied Finance & Banking, 7(2), 29-47.
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