My Ssec Capstone Project “Consumer’s gratification towards Constant and protected Online Payment System of Malaysia” Tarekol Islam Maruf G1718883 International Islamic University Malaysia [email protected]

“Consumer’s gratification towards Constant and protected Online Payment System of Malaysia” Tarekol Islam Maruf G1718883 International Islamic University Malaysia [email protected]

“Consumer’s gratification towards Constant and protected Online Payment System of Malaysia”
Tarekol Islam Maruf
G1718883
International Islamic University Malaysia
[email protected]

Abstract
The purpose of this study would be to designing a model for measuring and analyzing customer gratification of online banking using qualitative research methods. At present, online payment system not yet moved excellence due to several reasons like lack of sanctuary, lack of available information, different technical issues and excessive transaction time and price. To address these reasons, bankers should train up their staff to dispense online payment facilities to customers more efficiently. Keeping on inventing new ideas and policies to make online transactions more attractive to customers can also be possible solutions. Apart from that, customers should be given necessary guidelines by the staff financial organization on how to prevent their accounts, passwords and other confidential things from being hacked. They may also run campaigns to make people aware of cyber traps and fake online temptations. A highly structured questionnaire will be used to collect necessary data from the significant number of consumer for qualitative research who are connecting to online payment gateway of the country. This study focuses on qualitative data to identify customer gratification with the use of online banking services provided by commercial banks. The findings could be using as guidelines to improve the quality of the online banking system anywhere.
Keywords: Internet Banking, Constant or protected online Banking, Customer gratification and Malaysia
Paper type: Qualitative Research paper

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Chapter one
Introduction
1.1 Introduction
There are numerous banks and financial institutions in Malaysia. All of the financial institutions especially banks are contributing in the economic development of this country. At present, the banks of this country are operating their activities by using modern technology. As an economically developed country, now Malaysia is more focusing on online payment system. Online Payments are operating in real time basis and transparent. Each of the financial institution of Malaysia is trying to develop real time online payment system. To keep economic growth of the country, all the financial institution should more focus on customer satisfaction and loyalty about their online transactions. In this research researcher will try to assess the customer satisfaction and loyalty towards service quality dimensions of online payment. The study will intends to discover the users’ satisfaction’s towards internet banking in Malaysia. In the exploration process of internet banking, the study took into consideration the factors that cause the consumer satisfaction towards internet banking, to recognize problems and prospects.

1.2 Statement of the problem
There are numerous banks and financial institutions in Malaysia. All of the financial institutions especially banks are contributing in the economic development of this country. At present, the banks of this country are operating their activities by using modern technology. Giving a decent service quality is a noteworthy issue for all business particularly to bank industry as well as the corporate image of any kinds of institutions or organizations. Consumer loyalty may decide the achievement or come up short of a business. So as to be focused in the commercial center, banks need to fulfil their client. Best administration quality gave would guarantee a high piece of the overall industry and significant return. It is vital for banks to give online administration to reveal what properties shoppers used in their evaluation of general administration quality and fulfilment and which traits are more vital (Yang and Fang, 2004). Hence, the banks need to comprehend the credits that client use to judge benefit quality and improve benefit quality. The examination tries to research the clients’ recognitions towards the services of the online payment.
Qualitative research is a separate field of exploration with its own investigation philosophy, theory and methodology. To perform a qualitative study, it will probably be easier to develop research question if someone first become familiar with some of qualitative research’s basic principles. The qualitative paradigm suggests that there are multiple realities and what we are researching are constructs. In qualitative research, generally the phenomenon is studied in its natural setting and the focus is on the participants’ (and the researcher’s) view of the world. In other words, qualitative research usually does not happen in a lab, or while sitting at a desk. It generally requires going out, talking to people, observing what they do, as well as how they perceive and interpret things. In addition, it does not aim to generalize findings to entire populations. Therefore, the research question that one ultimately choose guides him inquiry and reflects this stance.
Here research topic is “Consumer’s gratification towards Constant and protected Online Payment System of Bangladesh”. The study will intends to discover the consumer’s gratification’s towards internet banking in Malaysia. It is important to discuss about the major research questioners of my thesis, its paradigm, ontology and epistemology.

Major research questions of the study are following:
Q1. How the Service of online banking are consistent in Malaysia?
Q2. What are the measuring tools of Service quality of online banking?
Q3. How the users of online banking be gratified by using online banking?

Significance of the study:
The main focus of this study is to assess the consistency and protection towards service quality dimensions of online payment in Malaysia. From this research, the authority of Financial Institution of Malaysia will be benefitted to improve the salty and security measure based on the customer satisfaction and loyalty. The results may further help all financial administrators to monitor the present scenario of service quality dimensions of their respective organization. In addition, the study will recommend some significant adoptable policies and strategies towards economic development of Malaysia. The central bank of Malaysia may use some policies and strategies as a guideline to improve security and upgrade the present online payment system of the country in some extinct.

Chapter Two
Literature Review
In this qualitative research, literature survey comprises of four mentionable parts which are online banking, devouring example of global students, understudies’ market for banking lastly the specialist has attempted to demonstrate the universal students’ needs and satisfaction on internet banking.
Internet Banking
Daniel (1999) defined internet banking as an information service where banks provide some banking services through internet. Generally, internet banking allows the customers to do their necessary transactions like paying bills, checking balance through internet from home (Fox, 2006). Mukherjee and Nath (2003) stated that internet banking is a kind of banking where consumers can carry out different banking related activities such as checking account status, making different types of payments by using internet. Bernstel (2000) stated that internet banking relates the use of different banking services through internet. According to Liu (2008), internet-banking activities reduces different expenses of the customers when they can access into their account without going to the branches of banks. Many large banks dealing with a great amount of transactions each day are encouraging their customers to use the internet banking services. Keeping with this view, the banks are providing various internet-banking services and have become serious competitors of the traditional banks particularly in the big cities (Llevwellyn, 1997).
Mia, Rahman and Debnath (2007) observed that the most recent advancement in advertising financial services by banks is on-line banking, where banks have now placed themselves in the World Wide Web to exploit the Internet’s influence and access to adapt to the quickening pace of progress of business environment. Pires and Stanton (2007) remarked that arrangement understanding government must perceive that the capacity of nations to take part in internet business is tied both straightforwardly and in a roundabout way to their engaging quality for FDI. Ahmed and Islam (2008) observed that receiving e-banking services, banks in creating nations are confronted with key choices between the decision of conveyance channels and the level of complexity of services gave by these conveyance channels. Shamsuddoha (2008) contended that as of now in Bangladesh, banking industry is developing to a more noteworthy degree than in the previous period. It has created inspirational picture in their different exercises including electronic saving money. Presently cutting edge banking services has been driven by some multinationals and new neighborhood private business banks.
Electronic banking is a standout amongst the most requested and most recent innovations in banking area. Ahshan (2009) contended that on-line exchange would support the total national output (GDP) development and along these lines, help Bangladesh accomplish the Millennium Development Goals (MDGs). In the period of globalization, the Internet makes the world littler and web based business encourages advertising and shopping from home. Web based business encourages business with clients over the web. In online business, clients can purchase products and ventures over the Internet. These two intervening parts clarify that, when an establishment makes and raises the levels of service quality satisfaction and educational trust, the outcomes prompt to an ideal client cooperation relationship and in this way, could help the organization accomplish more elevated amounts for Balance score card execution measure. Nyangosi, Arora, Singh (2009) contended that banking through electronic channels has increased expanding fame as of late. This framework, prevalently known as ‘e-banking, gives other options to speedier conveyance of banking services to an extensive variety of clients.
The general result demonstrates that clients in India and Kenya have created inspiring manners and they join much significance to the development of e-banking. Shah and Clarke (2009) concentrated on and vital authoritative issues in e-banking. They contended that e-banking services can assist working together through utilizing electronic medium. Rahman (2010) who is the Governor of Bangladesh Bank contended that Bangladesh Bank has accomplished a memorable point of reference in the exchange and business field, leaving from routine banking with the presentation of web based business as of late; a massive walk towards computerized Bangladesh. From the above-mentioned literature survey, it is clear that on-line banking can go about as a correlative towards e-business. It can be possible to get help from online banking services that can create the opportunities as for the both manufacturers as well as the customers. In this country only this theoretical contribution may not be viable for the country. As such, the study seeks to evaluate whether the country has proper infrastructure for doing e-business.
Customer Gratification
The literature demonstrates that consumer satisfaction is imperative to get long-term business achievement (Zeithami et al., 1996). To secure piece of the overall industry/benefit, associations need to conquer contenders through offering top notch items or administrations to guarantee consumer satisfaction (Tsoukatos and Rand, 2006). Besides, Oliver (1980) demonstrates that consumer satisfaction requires full meeting client desires of items and services. At the point when execution coordinates or surpasses client desires for administration, they are satisfied. If not, they are not fulfilled (Munusamy, 2006). In addition, a few concentrates for the most part characterize consumer satisfaction and disappointment as the client’s judgments concerning a business’ prosperity or disappointment in meeting desires (Chidambaram, and Ramachandran, 2012, Kheng et al., 2010). At the point when desires are met, satisfaction comes about and neglected desires prompt to disappointment (Oliver, 1980). Lau, and Cheung (2013) showed that the state of mind of consumer satisfaction coming about because of what clients accept should to happen (estimate) contrasted and the circumstance when what they accept is not the situation (perceived performance).
Moreover; satisfaction strengthens quality discernment and leads repeat buys. All the more particularly, in the saving money industry, a principle component of consumer satisfaction is the way of the relationship among clients and providers of items and administrations. In this manner, both product and service quality normally is seen as a critical condition and important element for holding consumer satisfaction (Muslim and Isa, 2005). It is true that the delivery of high quality services to the company customers offers an opportunity to differentiate them in the competitive market (Karatepe et al., 2005). Additionally, Zaim, Bayyurt, and Zaim (2010) found that tangibility, reliability and empathy are significant for customer satisfaction, but Mengi (2009) indicated that responsiveness and assurance are more significant. Also, Siddiqi (2010) inspected the pertinence of service nature of retail banking industry in Bangladesh and found that the quality administration is decidedly connected with consumer satisfaction where sympathy had the most astounding positive relationship with consumer loyalty took after by confirmation and substantial quality.
At last, various studies have distinguished the measurements of service quality as the precursors of consumer loyalty (Lau et al., 2013, Saghier, and Nathan, 2013). Moderately few studies have examined benefit quality in the retail managing an account division in Jordan. Likewise, Bank directors perceive the centrality of consumer loyalty and have built up a technique to enhance the nature of administration fulfilment and dependability (Awan et al., 2011). Client puts on services altogether influence satisfaction, and consumer satisfaction is a consequence of loyalty (Awan et al., 2011).

Present status of online banking in Malaysia
Malaysia organizations and associations are confronting the issue of beginning full swing e-business. Network is a method of interchanges with the computers. Systems of computers can be ordered in the accompanying way: neighborhood, metropolitan zone system, and overall range organize. Different computers are associated through phone lines, link frameworks, and remote innovation is additionally required. As indicated by a report of world wide economic forum 2016`, Malaysia positioned 6th in the Networked Readiness Index 2016 a year prior, demonstrating an upward pattern in the data and correspondence innovation part. In South Asia, India positioned 43rd, Sri Lanka 72nd, Pakistan 87th and Nepal 124th in the ‘Worldwide Information Technology Report 2009-2010’ discharged by The World Economic Forum (WEF) on April 3, 2010. All things considered, Malaysia needs to go long approach to build up its system for masterminding Digital innovation by the year 2020 and open and private collaboration’s and key cooperation’s are required to create e-business framework in the nation.

Thus, the researcher came up with a conceptual model in order to find the answer, as shown in Figure 1.

Figure 1 Conceptual frame work of the Model

Chapter Three
Research Methodology

3.1 Methods of the study
Among various qualitative approaches, an interpretive approach has been chosen to conduct this research. In-depth interviews have been used to collect the data. This study attempts to explore the satisfaction of customers in Malaysian online banking.
3.2 Research Paradigm
In this research, researcher follow the theory of realism; online payment is a real time activity. The truth and faithfulness of online payment is that the activity perform in real time basis, all are automated system. Consumer will get conformation after each transaction. Online banking also explores the practice of Tawhidic Paradigm. Tawhidic paradigm (TP) is an understanding to perform deeds in line with faith (‘aq?d?h), worship (‘ib?d?h), and ethics (akhl?q) in the life as servant and vicegerent of Allah (Suhaimi Mhd Sarif, South East Asia Journal of Contemporary Business, Economics and Law, Vol. 5,). Online Payment system, is also known as E-payment system, is totally based on Tawhidic Paradigm as it depends up on logic. In holly Quran Allah says, “And give full measure whenever you measure, and weigh with a balance that is true, this will be for your own good, and best in the end”- The gratification of online payment system is that, it is real time and accurate and as it is based on machine, there is not any chance of fraud.

3.3 Sampling
In this research, there are five different consumers of banking sectors has been chosen for interview. According to the instructor, ‘five or more interviews are good for presenting the “study”, therefore, this study takes five customers from different perspective who is using online banking product in here they have been treated as respondents. Considering the imposed time constraint in this research, this number of respondents can also be justified.
3.4 Data collection procedure
This is qualitative exploratory research and as such implies the use of qualitative data collection techniques (Schiffman and Kanuk, 2007). In-depth semi structured interviews were the most suitable choice of data collection. It allows the researcher to ask similar questions from all the interviewees and probing whenever needed – which helped in gathering rich data most useful for exploratory studies. This research involved conducting 05 in-depth interviews, which is a common benchmark for similar exploratory studies (Jan et al., 2001).
3.5 Primary Data
In collecting primary data, researcher conducted In-depth semi structured interviews were the most suitable choice of data collection. It allows the researcher to ask similar questions from all the interviewees and probing whenever needed – which helped in gathering rich data most useful for exploratory studies.
3.6 Secondary Data
For conducting this study, most secondary data will collected from online resources. Banks and credit card company’s websites, different journal articles, newspapers of this relevant study field will be my secondary data resources.
.

Chapter Four
Reflexivity

3.1 The Interview Process
There were seven steps in interview process that began with a suitable title, settlement of location and searching for the respondents, appointment arrangements, designing a questionnaire, analyzing the interview outcomes and submission of the interview report.

Figure 3.1 Interview Process
Recognizing the dimensions
The interview process began with the recognition of service quality’s dimension through a past literature reviews pertaining bank’ service quality. As this research guided by PAKSERV dimensions, the interviewers had been exposed by the definition of each dimension as Table 1.1.
Apart from that, this is the best way to help the interviewer in having a proper guideline in conducting the interview. It makes sure that the discussion is on track that leads to the right research’s objective. Then, a general or probe question could be added while discussing the topics. Sometimes, it help interviewer to trigger some points or respondent’s experience about the topic. However, the questioned been ask is not as direct or leading question as the one that had been prepared in the quantitative literature review. New attribute mentioned by respondents that is not listed in the dimensions had been coded a new name.
Table 1.1 Service Quality Dimensions Definition and Codes
Term Definition Code
Reliability The bank’s ability in maintaining the consistency of their performance and dependability. (Parasuraman et al., 1985) RE
Tangibility A consumer evaluation of Banks’s physical evidence of the service (Parasuraman et al., 1985) TA
Assurance Actions designed by the bank to give confidence to customers. (Rajpoot, 2004) AS
Sincerity A consumer’s evaluation of the genuineness of the bank’s service personnel. (Rajpoot, 2004) SI
Formality Consumer’s evaluation of social distance is being maintained and cultural rituals are performed well by the banks. (Rajpoot, 2004) FO
Personalization Consumer’s evaluation of the bank’s customisation and individualized attention. (Rajpoot, 2004) PE
Compliance The ability of an bank to fulfil Islamic Law and operate under the principles of Islamic banking and economy. (Othman ; Owen, 2001) CO
Customer Satisfaction An overall assessment of the bank’s performance of various attributes that constitute a service. (Fonseca, 2009) CS
Loyalty A commitment where it is about being a steady customer or using the bank again in the future. (Kursunluoglu, 2014) LO

3.2 Interview questions adaptation
The interview is an adaptation from Gita and Janet (2013), where they had conducted an interview in knowing how Muslim consumers perceive service quality. The qualitative phase of their study involved a verbal protocol method (VPM) of interviewing. VPM is a well-known diagnostic tool used in the study of consumer decision-making processes and judgments (Ericsson and Simon, 1984; Payne, 1994; Kuusela and Paul, 2000).
This method reduces researcher-bias commonly found in in-depth interviews where the researcher prompts the interviewee with suggestions. Instead, VPM encourages the interviewee to speak his/her mind freely without any probing comments from the researcher (Atman and Bursic, 1998). VPM is also useful for exploratory research and allows the examination of sequential information about customers’ experiences in an introspective way (Kuusela and Paul, 2000). During the interview, the respondents were asked to recall their experiences of services provided by bank.
3.3 Interview details
The interview starts within two days after the confirmation of five respondent’s attendance. Respondents being selected through screening question being given by the interviewer. The screening questions are to ensure respondents have necessary experiences with bank. For this section, respondents were required to indicate their preferred bank specifically the bank where they had done regular banking transactions in the past four months.
The first respondent’s standard is, the respondents must be adult user with the assumption that they have the capacity to make their own wise decision on their preferred banks (Dusuki ; Abdullah, 2007; Osman 2011). Another criterion is the respondents need to have an interaction with the bank within four months where it is considered as an adequate duration for consumers to make evaluation pertaining to his or her experiences with the bank (Dager, Danaher ; Gibbs, 2009). The details and stage during the interview also had been summarised in the Figure 1.2.

Figure 3.2 Details and Stages Interview
After screening question been asked to them, all respondents were eligible to be interviewed. With that, consent letter as figured 1.1 had been given to the respondents and they had signed it as a proven of agreement in participating the interview session. The interviews were recorded and transcribed. The average completion time for each interview was approximately forty to fifty minutes.
In order to maintain consistency, the interviewer asked respondent’s language preference. As all of them confirmation of language preferences is important, so that the true expression and details explanation can be express by the respondents easily. All respondents confirmed in choosing English as a major language but they also add some other (Malay/ Bengali/ French) word into the conversation. The introductory statement had been explained by the interview.
The objective and clarification about bank service quality had been said by the interviewer. After that, respondents were initially requested to think and speak aloud about their thinking, feeling, expectation and reaction to their own experience during the interview. In the beginning, the researcher plays a passive role, not giving any clue or probing comments during the process. It is solely on the respondents’ expression, memory, thought, and explanations of previous experiences in service consumption.
Introductory statement:
Nowadays, Malaysia has committed a great commitment and engagement in supporting the development of banking and finance. Looking at the potential benefit that online banking industry could provide for the country, Malaysian government, quickly started to draw a strong vision in improving the financial system in the country.
This research is investigating the Malaysian consumer’s online bnaking experiences with services, and what they think when they are consuming services.

Instruction:
You will be asked to think out loud about your experience consuming some banking services. Do not plan what to say, but let your thoughts speak as though you were really thinking out loud. Tell me everything that passes through your head. Tell me everything that you were thinking, feeling, expecting and reacting towards the service of your preference about bank.
So, within the last four months, how frequently did you go to the bank? When was the last time you went there? What bank was that?

Apart from that, to enrich the data collected, another method, namely “direct-interview”, was used .The questions in the direct-interview component of the study also acted as a complementary component. Any questions in the direct-interview session would only be asked if the respondents did not express their thought loudly in the beginning part. During this process, the researcher probed some PAKSERV dimension into the interviews, so that it may help to recall the respondent’s experience.
The additional question is based on the overall dimension questionnaire as to figure. The interviewer tries to ask one question that will make the respondents recall back the theme that might important for them. The question is not a leading question but rather as a reminder and to lead the interview to the right path and discussion.

Chapter Five
Data Analysis

In this research paper, the researcher considers qualitative research approach to describe candidate’s experience. As this is a qualitative analysis of narrative data, so it will be very different from traditional or quantitative methods of research. The form of interview was flexible in character. In order to overcome remembrance and understanding error, the interview was recorded and transcribed immediately after the completion of one interview. Researcher did not use any software to code the data and information rather it was done manually. Each of the transcripts of the interview was re-checked many times to confirm that the content and the procedure of the interview were free from inaccuracy. Data analysis was primarily inductive while guided by the literature. Individual interviews transcribed and reviewed. The data coded through a process of open coding, and emerging themes analyzed both individually and across the interviews for further analysis.
The researcher developed the initial template from pre-defined codes, which derived from the literature review.
The pre-defined codes are:
1. Examination of the perception level of consumers towards online banking.
2. Identification of positive factors, which are in support of online banking.
3. Brand image in costumer’s eyes.
4. The awareness about online and offline banking.
However, their prompt responses against those questions during the interviews are given in tableau form in Table 1 below:

Respondents’ Demographic Information
In general terms, demographic information involves respondents’ personal information. As it is mentioned, in this particular research, the respondents are the international buyer of the garments sectors in Bangladesh, more specifically international customers. This demographic information is very important for the research because it states respondents’ personal background, and thus enables us to relate their experiences based on their unique demographic characteristics, as their unique experiences create significant impact on the issues lying on personal financing. Moreover, personal experiences and philosophical stance formulate the research direction (Crotty, 1998, p. 2; Guba and Lincoln, 1990, as cited in Patton, 2002, p. 98). For this particular research, there were few specific questions asked to the respondents to know their demographic characteristics.
The questions were semi-structured based on the elements that are related to explore the issues on personal financing. For the demographic part of structured questions, there are some common questions that were asked to the respondents like their gender, age range, marital status, geographical location or region, the last duration stay in Bangladesh that they are operating business here in obtained their monthly expenditures etc.

Table 1: Respondents’ Demographic Information
Interviewees Gender Age Range

Marital Status Geographical Location/ Region Duration of using the service Monthly Expenditure Range
Interviewee- 1 Male 26 to 30 Married Malaysian 8 years RM 1500 to Rm2000
Interviewee- 2 Male 26 to 30 Single Bangladeshi 3 years RM 2000 to RM 2500
Interviewee- 3 Male 31 to Above Single Bangladeshi 6 years RM 2200 to RM 2500
Interviewee- 4 Female 31 to Above Married Bangladeshi 9 years RM 4000 to RM 5000
Interviewee- 5 Male 26 to 30 Single Gene 7 years RM 3000 to RM 4000

From the given table 1, it is seen that total number of interviewees are five, which means the findings of this research papers will be explained based on the opinions of that fgive respondents. Among these five respondents four are male customers and one female customer. Among them, two are married and rests of three are single. The interviewees are from various geographical locations including Malaysia, Bangladesh and Gene. There are five customers have been taken for this papers among them most of the customers are staying in here for the business or study purpose at least two years and at best eight years containing various age ranges. In most of the cases it is observed that, their average transaction range is RM 1500 to around RM 5000.

Table 2: Interview Synopsis
Interview/Transcription Equipment Used for Interview Time Duration for Interview Venue for Interview Conducted
Interview
Transcription No: 1 Mobile Device, Samsung Galaxy Note J7 35 Minutes 27Seconds Mahallah Uthsman, IIUM
Interview Transcription No: 2 Mobile Device, Samsung Galaxy Note J7 38 Minutes 32 Seconds PHD Lab, IIUM
Interview
Transcription No: 3 Mobile Device, Samsung Galaxy Note J7 40 Minutes 58 Seconds Library, IIUM
Interview
Transcription No: 4 Mobile Device, Samsung Galaxy Note J7 35 Minutes 43 Seconds HS canteen, IIUM
Interview Transcription No: 5 Mobile Device, Samsung Galaxy Note J7 38 Minutes 54 Seconds In Edaman Resturan, Gombak, Malaysia

Table 1.2 Dimension and Respondent’s Statement
Transcript Codes
Interviewer: Aslamuyalakum
Interviewee: Yalaykumasalam
Interviewer: Thanks for coming
Interviewee: It’s my pleasure
Greeting
Interviewer: What is your name?
Interviewee: My name is Noor Hossain
Interviewer: What is your age?
Interviewee: I am 28 years old.
Interviewer: Where are you from?
Interviewee: I am from Bangladesh

Introduction
Interviewer: How long do you use online banking service?
Interviewee: I am using online banking science 2015.
Interviewer: How frequently do you use online banking services in a week?
Interviewee: About 5 to 8 times in a week.

Brand Experience
Interviewer: What types of transaction you prefer to perform in online banking?
Interviewee: Sometimes I check Balance and purchase goods and services from online store.
Product Category
Interviewer: How do you justify the overall quality of online banking service?
Interviewee: The overall quality of online banking service is quiet complex.
Interviewer: Please describe your expectation regarding to online banking service.
Interviewee: Yes, it should be easier.
Interviewer: Which extent of online banking make your experience pleasing towards the service?
Interviewee: It permit me to use banking services without visiting the Bank premises.
Interviewer: Is there any worse experience in online banking which Occurred with you?
Interviewee: Sometimes they take more time to disburse the fund.

service experiences
Interviewer: When compared with the quality of the service that you received, do you think that the service fees or transaction fees for online banking is appropriate?
Interviewee: I think the charge of online banking should be lower.
Perception online banking
Interviewer: How many times have you ever officially complained or expressed dissatisfaction regarding the bank is online banking service?
Interviewee: From starting of using online banking, I Complained several time.

Brand Satisfaction
Interviewer: Will you continue using the online banking service from the bank?
Interviewee: Yes, why not?
Interviewer: Would you recommend other people to use the online banking service offered by the bank?
Interviewee: Yes, everyone should practice online banking.

Brand Image

Applying the technique of open coding to data on the theme of perception level of Muslim consumers towards halal brands and role of brand image, produced the following themes.
Theme 1: Service consistency of online banking in Malaysia
Findings from the analysis of data transcribed from the semi-structured interviews of five respondents about online banking on theme, researchers presented in table 2 below.

Table 2
Theme Sub theme/parent code Sub them/Child Code
1. Users history 1.1 Users history of online Banking. 1.1.1 From 2010
1.1.2 From 2015
1.1.3 From 2012
1.1.4 From 2009
1.1.5 From 2011
1.2freequency of users 1.2.1 Ten to Fifteen
1.2.2 Five to Eight
1.2.3 Three to Five
1.2.4 Fifteen to twenty
1.2.5 ten to twenty
1.3 Uses differentiation 1.3.1 Instant Money Transfer
1.3.2 Purchase products from online premises
1.3.3 Check balances
1.3.4 Inter banking Fund transfer
1.3.5 Making and purchasing deposit products from Financial Institutions.

The child codes above depicted the opinion of the interviewees about the online banking scheme regulation of government of Malaysia. According to these codes, the purposes ranges from the need to apply the process conducted under approved guidelines and the need for the efficiency of permit process.

Theme 2: Service quality of online banking
Findings from the analysis of data transcribed from the semi-structured interviews Prospects in favors of online banking presented in table 3 below:

Table 3: Prospects in favors of food hawkers to choose this business venture
Theme Sub Theme/Parent Code Sub Them/Child Code
2. Service quality 2.1 Present service 2.1.1 Quiet ok
2.1.2 complex
2.1.3 Quiet better
2.1.4 Good
.2.1.5 Convenient
2.2 expected services 2.2.1. More secured
2.2.2 Should be simple
2.2.3 Should be convenient
2.2.4 should use modern technologies
2.2.5 use online apps

2.3 Factors that appeal customer 2.3.1 Service availability from home
2.3.2 From any where
2.3.3 even by using cell phone
2.3.4 security
2.3.5 can enjoy the service from home and abroad
The child codes above depicted the opinion of the interviewees about the prospects of online banking.
Theme 3: Customer gratification
Online banking users face different challenges in this business venture. They have to deal their banking activities i.e. financial transactions, balance transfer, online payment etc. in order to adapt to the new/ existing financial role.
Table 4
Theme Sub Theme/Parent Code Sub Them/Child Code
3. Challenges to satisfy the customer 3.1 most worse experiences 3.1.1 Wrong instructions
3.1.2 Internet problem
3.1.3 Error transaction
3.1.4 Difficulty in verification process *2

3.2 service cost 3.2.1 overcharged
3.2.2 it should be lower
3.2.3 it is ok *3
3.3 customer compliant 3.3.1 Several times *2
3.3.2 once
3.3.3 Twice
3.3.4 Never

3.4 Customer loyalty 3.4.1 yes, achieved *5
3.5.Customer satisfaction 3.5.1 recommend to others
3.5.2 recommend to every one*4

The interaction and communication difficulties happened in the fields of online banking. This happened to users for both internal and external problem.

5.2 Findings
After transcribed the video and audio record, the findings of the interview match with the dimension suggested by Rajppot (2004). Compliance also one of the dimension that been stated by five respondents, which highlighted its importance in testing online banking service quality in Malaysia. There is another dimension that been highlighted by both respondent which is convenience. They define convenience as a service quality attribute based on things that makes them felt ease while consuming the service, from reaching out the bank location until the transaction process. Its true as past literature also agreed the important of convenience as service quality dimensions (Taap, Chong, Kumar and Fong, 2011).
The finding indicates online banking retailing ventures possess specific behaviors, which differ from their formal counterparts. Based on the finding, online banking retailing businesses rarely followed the ordinary business life cycle, which normally consists of birth, growth, maturity and declining stages. Furthermore, the online businesses experience short cycle in the growth stage and some skip the growth stage before succeeding either to the maturity or declining stages immediately after the birth stage. It is also found that the management of banking retailing businesses was also particular in nature. Thus, the users merely remained depended on the business owners’ personal objective, managerial ability and capacity.
Another interesting finding is about the relationship between customer gratification and loyalty. One respondent do admit that he is loyal to the banks but he is not satisfied. His explanation about the statement is due to, he has no other option. He needs to be loyal, as he does not have any other choice. He deems to have a thought that every bank has a same lousy quality in providing the service. The only thinks he prefer in consuming the service provided by his favorite bank is due to its, reliability, tangibility and assurance attributes. Meanwhile, another respondent agrees that he is satisfied with bank service that leads him to be loyal. The themes or dimensions mentioned by all respondents have been recorded as the table 1.2.
From the demographic information it is found that a number of total seven international readymade garments buyers were selected considering gender, age, geographical location, staying period in Bangladesh and their marital status. Customers having at least business experience four years in Bangladesh were chosen for this interview. However, those seven international customers had a good experience about the online banking. Additionally, they are heavily dependent on internet banking as regular customers of different banks.
Customers’ Expectation towards Internet Banking
Among those five respondents, every customer states his or her own opinion regarding their own expectations towards internet banking. Before going to collect the opinion of respondents, researcher expected that the responses would include issues clarification, transaction time, user friendliness, well security etc. Expectedly, couple of student’s state that security and user friendliness is the features they mostly expect from intent banking:
“In undertaking at whatever point we utilize the baking exchange, the primary things that come in our mind are security and simple openness with no specialized inconvenience. Online banking ought to be frank for all, and if there is no complicacy, there ought to be no issue with that.”
Apart from that, one user has pointed to an vital thing. According to him, in order to enable the regulars to operate online banking free of trouble, the banking authority should post video-training footage and arrange a system on their web page like Frequently Asked Questions (FAQ). His statement given below:
“It is more important that, there must to be way of on-line video training. The customers will get assistance from the video at whatever point they are confronting any issue. That will help a client get the answer for his/her problem.”
Therefore, it can said that the factors of international customers’ satisfaction towards internet banking are quite common and there is specifically no controversial issue regarding this question.
Gratification to the Services of Internet Banking
For this particular question, respondents state different common causes of satisfaction of using internet banking as if they do not need to be physically present in the bank for completing their necessary transactions. They can resort to online banking while doing other things at their homes or workplace.

“The place of my understanding is that – more often than not I couldn’t go in bank at perfect time, that is, within office time however I could make exchange anyhow when the bank shut”.

Another important reason of towards internet banking is that on weekends like Saturday and Sundays, clients can do their necessary banking transactions. One of the respondents gives his view like:
“You have to do some online transactions on the day-offs like Saturday. Thus internet banking is very good for you, and up to that level it is suitable”.
Some customers mention fast accessibility and security as the crucial issues for satisfaction. Online banking should be made as fool proof as possible because it may become defenseless to damage despite tough and impervious security measures. One of respondents gives his statement like –
“The internet banking log-in should be very clear. When you impulse the security system password for the deal it should be in details whether it is real banking or any scheme.”
Therefore, it can said that people’s faith in online lacking will be further boosted if they feel safe with their accounts, their deposits and this will also generate a positive feeling in their minds about bank authority.
Factors to ensure Satisfaction
For this question, the respondents mentioned different factors, which are vital for ensuring satisfaction. Some of those factors are – availability of different services and facilities on online, less time-consuming and easy-to use system. According to one of the respondents
“And then number two…. clarity and that means the internet banking services should be very clear and user friendly.”
Another factor that ensures satisfaction is security. Security is the key factor that almost all of the respondents mention to ensure satisfaction. The statement of one of the respondents is like this
“Number one… of course safety and safety regards consistency using these services.”
Internet is more vulnerable to security threats. Therefore, online banking with improper security may become a financial threat for customers.

How Banks can improve the Internet Banking Services
According the respondents’ opinion, research and progress regarding the satisfaction of customers is crucial to improve the online banking services. Banking authority must ensure the proper security for internet banking services to conduct their banking operations easily and effectually.
“The banks should provide the smooth services as much as possible.”
Apart from this, disbursement method of online banking should be easier.
“it is clearly expected one of the services that I am specifically antedating from online banking is conversation cash preliminary with one bank then onto the next bank or one record to another record, and make less challenging for the ever sorts of clients or customers.”
Online banking should be made further flexible for people with limited skills. A state-of-the-art approach is obligatory to build up an online banking facility which is adaptable to customer of all groups.

Chapter Six
Discussion and conclusion

6.1 Limitation of the study
It was hard to find the perfect circumstances. Heavy rain and thunderstorm made the interviews a quit difficult. After contacting to 11 respondent, only five agree to take part. However, after submitting concern letter, two of them become dis agree. On that situation, researcher make contact with some others respondents who become agree to take part in interview The place that the researchers selected for interview was not so much comfortable as the people sitting there were listening the communication. Next time researchers will choose a convenient place for their frequent sessions for each interview. The first experience in conducting data analysis was difficult for the researcher especially in recognizing the service quality dimensions before, during and after the interview or specifically in interpretation and analyzing part. However, the process thought us how to plan well in conducting the interview. The outline that had been created really supports the interviewer in conducting the interview by giving a clear view the path in getting it done properly. The plans assist the interviewer to spot the gap or errors while doing it. From the process of recognizing the dimension from the past interview, its really help the interviewer in understanding themes that need to be figured out while conducting the interview. Even though the process seems in good path, the interviewer wish to have more proper set of general questions that represent service quality and did the content validity. The interviewers also wish to create a new set of questions that generalize each dimension without having leading question characteristics. Apart from that, the interviewers desire to conduct more respondent, so that the varieties of theme could be figured out.
6.2 Recommendations
Expansion of internet banking can work as a massive catalyst to increase customers’ satisfaction. Opinions from people of different walks of society should be assessed to determine what sort of additions customers would like to have as far as internet banking is concerned. Moreover, the existing limitations of internet banking should be identified and efforts should be made to overcome those shortcomings. It should be remembered that lots of people in the world, particularly in underdeveloped countries are not so much skilled in handling computers, tabs, laptops etc. But they also deserve to have access to internet banking. Therefore, banking experts should come up with advanced modus operandi to make online banking easy for people with less computing knowledge. Provision of internet banking service 24×7 needs to be addressed by bankers. Some people do not have time to look into their accounts during working days. They cannot do banking when they work. So, they look forward to weekends for this purpose. Thus, banking authorities may consider whether some particular services may be kept open during weekends. Employees working on days off may be offered a good sum of over-time so that they do their jobs with spontaneity. Internet banking needs to be secure and impenetrable. With cybercrimes going on wildly across the world, customers have every reason to worry about the money they deposit in banks. So, all loopholes of online banking should be patched up in a flawless way to keep customers safe from the vicious acts of cyber criminals. Customers should be given necessary guidelines by bank staff on how to prevent their accounts, passwords and other confidential things from being hacked. Bank authorities may also run campaigns to make people aware of cyber traps and fake online attractions.
6.3 Conclusion
Internet banking has been introduced across the world in order to make banking simplified to the general masses. In the present world, people are occupied with a lot of personal and professional engagements which is why they do not have time to visit banks every now and then. So, online banking is a window of opportunity to make people’s financial pursuits faster and more effective. It is rather risky in some countries to move around with hard cash and a lot of crimes happen while people carry cash from banks to their offices or houses. Internet banking to a great extent has curbed the incidence of those crimes. People with laptops, computers, tabs and even cell phones are now able to check their accounts online from anywhere. It saves time and reduces the hassle of moving to and fro between banks and homes. The current state of internet banking has not reached perfection yet. Banks should train up their staff to dispense online banking facilities to customers more efficiently. Bank authorities should keep on innovating new ideas and policies to make internet banking more attractive to customers.

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Appendix 1
Interview Transcript
Interviewee: Respondent 1
Interview Setting: Interview conducted in a restaurant. The interview conducted at 3:30 PM on Saturday afternoon.
(Start of Interview)
Interviewer: Aslamuyalakum
Interviewee: Oalaykumasalam
Interviewer: Thanks for coming
Interviewee: It is my pleasure
Interviewer: What is your name?
Interviewee: My name is Mr . Azim
Interviewer: Where are you from?
Interviewee: I am from Malaysia
Interviewer: How long do you use online banking service?
Interviewee: I am using online banking science 2010.
Interviewer: How frequently do you use online banking services in a week?
Interviewee: About 10 to 15 times.
Interviewer: What types of transaction you prefer to perform in online banking?
Interviewee: Instant money transfer and purchase goods from online store.
Interviewer: How do you justify the overall quality of online banking service?
Interviewee: The overall quality of online banking service is quiet ok.
Interviewer: Please describe your expectation regarding to online banking service.
Interviewee: In undertaking at whatever point we utilize the baking exchange, the primary things that come in our mind are security and simple openness with no specialized inconvenience. Online banking ought to be frank for all, and if there is no complicacy, there ought to be no issue with that.
Interviewer: Which extent of online banking make your experience pleasing towards the service?
Interviewee: It is convenient to use from home.
Interviewer: Is there any worse experience in online banking which Occurred with you?
Interviewee: Yes, once I send money in a wrong account. But later the bank solve the problem, though it was an worse experience for me.
Interviewer: When compared with the quality of the service that you received, do you think that the service fees or transaction fees for online banking is appropriate?
Interviewee: Yes, sometimes they make overcharge on the time of transferring money or on the time of purchasing goods or services from online.
Interviewer: How many times have you ever officially complained or expressed dissatisfaction regarding the bank’s online banking service?
Interviewee: yes, from starting of using online banking, I Complained several time. But I forgot actually the accurate frequency.
Interviewer: Will you continue using the online banking service from the bank?
Interviewee: Yes, of course.
Interviewer: Would you recommend other people to use the online banking service offered by the bank?
Interviewee: Yes, I recommend my other people to use online Banking.
Interviewer: Thanks for your time.

Interviewee: You are welcome.
…………………………………………………………………………………………………
Interviewee: Respondent 2
Interview Setting: Interview conducted in a restaurant. The interview was conducted at 5:00 PM on Saturday afternoon.
(Start of Interview)
Interviewer: How are you?
Interviewee: I am fine
Interviewer: Thanks for coming
Interviewer: What is your name?
Interviewee: My name is Md. Noor
Interviewer: Where are you from?
Interviewee: I am from Bangladesh
Interviewer: How long do you use online banking service?
Interviewee: I am using online banking science 2015.
Interviewer: How frequently do you use online banking services in a week?
Interviewee: About 5 to 8 times in a week.
Interviewer: What types of transaction you prefer to perform in online banking?
Interviewee: Sometimes I check Balance and purchase goods and services from online store.
Interviewer: How do you justify the overall quality of online banking service?
Interviewee: The overall quality of online banking service is quiet complex.
Interviewer: Please describe your expectation regarding to online banking service.
Interviewee: Number one… of course safety and safety regards consistency using these services
Interviewer: Which extent of online banking make your experience pleasing towards the service?
Interviewee: “The place of my understanding is that – more often than not I couldn’t go in bank at perfect time, that is, within office time however I could make exchange anyhow when the bank shut”.

Interviewer: Is there any worse experience in online banking which Occurred with you?
Interviewee: Sometimes they take more time to disburse the fund.
Interviewer: When compared with the quality of the service that you received, do you think that the service fees or transaction fees for online banking is appropriate?
Interviewee: I think the charge of online banking should be lower.
Interviewer: How many times have you ever officially complained or expressed dissatisfaction regarding the bank is online banking service?
Interviewee: From starting of using online banking, I Complained several time.
Interviewer: Will you continue using the online banking service from the bank?
Interviewee: Yes, why not?
Interviewer: Would you recommend other people to use the online banking service offered by the bank?
Interviewee: Yes, everyone should practice online banking.
Interviewer: Thanks for your time.

Interviewee: You are welcome.
……………………………………………………………………………………………………
Interviewee: Respondent 3
Interview Setting: Interview conducted in a restaurant. The interview conducted at 7:00 PM on Monday afternoon. T takes around 40 munities.
(Start of Interview)
Interviewer: How are you?
Interviewee: I am fine
Interviewer: Thanks for coming
Interviewer: What is your name?
Interviewee: My name is Md. Faysol
Interviewer: Where are you from?
Interviewee: I am from Bangladesh
Interviewer: How long do you use online banking service?
Interviewee: I am using online banking science 2012.
Interviewer: How frequently do you use online banking services in a week?
Interviewee: About 3 to 5 times in a week.
Interviewer: What types of transaction you prefer to perform in online banking?
Interviewee: Sometimes I check Balance and purchase goods and services from online store, and use fund transfer.
Interviewer: How do you justify the overall quality of online banking service?
Interviewee: The overall quality of online banking service is quiet ok.
Interviewer: Please describe your expectation regarding to online banking service.
Interviewee: Yes, it should be more convenient. The internet banking log-in should be very clear. When you impulse the security system password for the deal it should be in details whether it is real banking or any scheme.

Interviewer: Which extent of online banking make your experience pleasing towards the service?
Interviewee: It permit me to use banking services simply by cell phone. You have to do some online transactions on the day-offs like Saturday. Thus, internet banking is very good for you, and up to that level, it is suitable. And then number two…. clarity and that means the internet banking services should be very clear and user friendly.
Interviewer: Is there any worse experience in online banking which Occurred with you?
Interviewee: Once when I try to purchase a ticket, they cut the money from my account but did not issue me the ticket.
Interviewer: When compared with the quality of the service that you received, do you think that the service fees or transaction fees for online banking is appropriate?
Interviewee: I think the charge of online banking is ok.
Interviewer: How many times have you ever officially complained or expressed dissatisfaction regarding the bank is online banking service?
Interviewee: From starting of using online banking, I complained once.
Interviewer: Will you continue using the online banking service from the bank?
Interviewee: Yes, I will.
Interviewer: Would you recommend other people to use the online banking service offered by the bank?
Interviewee: Yes.
Interviewer: Thanks for your time.

Interviewee: You are welcome.
……………………………………………………………………………………………………
Interviewee: Respondent 4
Interview Setting: Interview conducted in a restaurant. The interview was conducted at 5:00 PM on Monday afternoon.
(Start of Interview)
Interviewer: How are you?
Interviewee: I am fine
Interviewer: Thanks for coming
Interviewer: What is your name?
Interviewee: My name is Tanzina
Interviewer: Where are you from?
Interviewee: I am from Bangladesh
Interviewer: How long do you use online banking service?
Interviewee: I am using online banking science 2009.
Interviewer: How frequently do you use online banking services in a week?
Interviewee: About 15 to 20 times in a week.
Interviewer: What types of transaction you prefer to perform in online banking?
Interviewee: I purchase goods and services from online store, transfer balance etc.
Interviewer: How do you justify the overall quality of online banking service?
Interviewee: The overall quality of online banking service is quite good.
Interviewer: Please describe your expectation regarding to online banking service.
Interviewee: Yes, it should be easy, Bank should use modern technologies. They can use some apps to serve their consumer.
Interviewer: Which extent of online banking make your experience pleasing towards the service?
Interviewee: It permit me to use banking services without visiting the Bank premises whenever I want.
Interviewer: Is there any worse experience in online banking which Occurred with you?
Interviewee: Sometimes they it takes more time to provide verification alert.
Interviewer: When compared with the quality of the service that you received, do you think that the service fees or transaction fees for online banking is appropriate?
Interviewee: I think the charge of online banking should is ok.
Interviewer: How many times have you ever officially complained or expressed dissatisfaction regarding the bank’s online banking service?
Interviewee: From starting of using online banking, two times.
Interviewer: Will you continue using the online banking service from the bank?
Interviewee: Yes, I will.
Interviewer: Would you recommend other people to use the online banking service offered by the bank?
Interviewee: Yes, everyone should use online banking.
Interviewer: Thanks for your time.

Interviewee: You are welcome.
……………………………………………………………………………………………………
Interviewee: Respondent 5
Interview Setting: Interview conducted in front of IIUM Central Mosque. The interview was conducted at 2:00 PM on Sunday afternoon.
(Start of Interview)
Interviewer: How are you?
Interviewee: I am fine
Interviewer: Thanks for coming
Interviewer: What is your name?
Interviewee: My name is Md. Kaba
Interviewer: Where are you from?
Interviewee: I am from Ghana
Interviewer: How long do you use online banking service?
Interviewee: I am using online banking science 2011.
Interviewer: How frequently do you use online banking services in a week?
Interviewee: About 10 to 20 times in a week.
Interviewer: What types of transaction you prefer to perform in online banking?
Interviewee: Sometimes I check Balance and purchase goods and services from online store and transfer funds, making deposits.
Interviewer: How do you justify the overall quality of online banking service?
Interviewee: The overall quality of online banking service is very convenient now days.
Interviewer: Please describe your expectation regarding to online banking service.
Interviewee: Yes, it should be more secured. It is more important that, there must to be way of on-line video training. The customers will get assistance from the video at whatever point they are confronting any issue. That will help a client get the answer for his/her problem.”
Interviewer: Which extent of online banking make your experience pleasing towards the service?
Interviewee: It permit me to use banking services without visiting the Bank premises.
Interviewer: Is there any worse experience in online banking which Occurred with you?
Interviewee: No, I never faced any problem.
Interviewer: When compared with the quality of the service that you received, do you think that the service fees or transaction fees for online banking is appropriate?
Interviewee: I think the charge of online banking charge is ok.
Interviewer: How many times have you ever officially complained or expressed dissatisfaction regarding the bank’s online banking service?
Interviewee: I never made any complain regarding online banking.
Interviewer: Will you continue using the online banking service from the bank?
Interviewee: Yes, I think it is impossible to continue without online banking services.
Interviewer: Would you recommend other people to use the online banking service offered by the bank?
Interviewee: Yes, I recommend every people to use the most efficient online banking services.
Interviewer: Thanks for your time.

Interviewee: You are welcome.

Appendix 2
Consent to Participate in a Research Study:
“Consumer’s gratification towards Constant and protected Online Payment System of Malaysia”
Investigator: Tarekol Islam Maruf, PhD Candidate, Department of Business Administration, International Islamic University Malaysia
You are invited to be a part of a research study that looks at the “Consumer’s gratification towards Constant and protected Online Payment System of Malaysia”. The purpose of the study is to investigate the consumer gratification of online banking usear of Malaysia. I believe you are the right person to interview about online banking of Malaysia the reason why I am asking you to participate. This is a self-funded study.
If you agree to be part of the research study, you will be asked to participate in one face-to-face interview at the location of your choice. The interview should take about 30 minutes to 1 hour . We would like to audiotape the interview to make sure that our conversation is recorded accurately. You may still participate in the research even if you decide not to be taped. The discussion topics include the effects of religiosity and cultural values on purchase intention of Bangladeshi consumers. To protect the privacy we will not disclose your personal information.
While you may not receive a direct benefit from participating in this research, some people find sharing their stories to be a valuable experience. We hope that this study will contribute to the Banking industry of Malaysia.
You may choose not to answer any interview question and you can stop your participation in the research at any time. You will not be paid to complete the interview.
We plan to publish the results of this study, but will not include any information that would identify you or your family member. To keep your information safe, the audiotape of your interview will be placed in a locked file cabinet until a written word-for-word copy of the discussion has been created. As soon as this process is complete, the tapes will be destroyed. The researchers will enter study data on a computer that is password-protected and uses special coding of the data to protect the information. To protect confidentiality, your real name and your family member’s name will not be used in the written copy of the discussion. The researchers plan to keep this study data indefinitely for future research about purchase intention.
There are some reasons why people other than the researchers may need to see information you provided as part of the study. This includes organizations responsible for making sure the research is done safely and properly, including the University, government research offices, or the supervisors and examiners. Because this study explores sensitive relationships among cultural values, Muslim religiosity and purchase intention.
If you have questions about this research, including questions about the scheduling of your interview you can contact Tarekol Islam Maruf, PhD candidate, International Islamic University Malaysia, Department of Business Administration, 53100 Gombak, Kuala Lumpur, (+60) 1425-34984, [email protected]
If you have questions about your rights as a research participant, or wish to obtain information, ask questions or discuss any concerns about this study with someone other than the researcher(s), please contact the Business administration department of International Islamic University Malaysia, (0060) 361964000, [email protected]
By signing this document, you are agreeing to be part of the study. Participating in this research is completely voluntary. Even if you decide to participate now, you may change your mind and stop at any time. You will be given a copy of this document for your records and one copy will be kept with the study records. Be sure that questions you have about the study have been answered and that you understand what you are being asked to do. You may contact the researcher if you think of a question later.
Participate1
I agree to participate in the study.
28.4.18
_____________________________________ ____________________
Signature Date
Participate2
I agree to participate in the study.
28.4.18
_____________________________________ ____________________
Signature
Participate3 Date
I agree to participate in the study.

_____________________________________ ____________________

Signature
Participate4 Date
I agree to participate in the study.

_____________________________________ ____________________

Signature
Participate5 Date
I agree to participate in the study.

_____________________________________ ____________________

Signature Date

Appendix 3
Ethics Permit:
By signing this document, you are agreeing to be part of the study. Participating in this research is voluntary. Even if you decide to participate now, you may change your mind and stop at any time. You will be given a copy of this document for your records and one have been answered and that you understand what you are being asked to do. You may contact the researcher if you think of a question later.
Participate1
I agree to participate in the study.
28.4.18
_____________________________________ ____________________
Signature Date
Participate2
I agree to participate in the study.
28.4.18
_____________________________________ ____________________

Signature
Participate3 Date
I agree to participate in the study.

_____________________________________ ____________________

Signature
Participate4 Date
I agree to participate in the study.

_____________________________________ ____________________

Signature
Participate5 Date
I agree to participate in the study.

_____________________________________ ____________________
Signature Date

Appendix 4
Data Validation:
Dear Respondents,
Thank you again for your willingness to participate in my study on “Consumer’s gratification towards Constant and protected Online Payment System of Malaysia”. I greatly appreciate your willingness to meet with me for an extended interview session and to share your thoughts about your experiences, which were extremely informative and useful.
Based upon the transcripts of the interviews, I have attached a textural-structural description of both what and how you experienced developing intercultural competence. Would you please review this description and verify if this accurately reflects your experience? Please feel free to respond with any necessary corrections or additions. If you are willing to do this, it will help to guarantee that I am accurately understanding and summarizing what you have shared with me. Your comments will be extremely helpful.
I have greatly valued your participation in this research study and your willingness to share about your experience. If you have any questions or concerns, please contact me. Again, thank you so very much for your time and effort that made this research study possible.
With warm regards,

Maruf Tarekol Islam
Doctoral candidate
International Islamic University Malaysia.
I agree that the information is correct and valid in the study about the topic mentioned above.
Participate1
I agree to participate in the study.
28.4.18
_____________________________________ ____________________
Signature Date
Participate2
I agree that the information is correct and valid in the study about the topic mentioned above.
28.4.18
_____________________________________ ___________________
Signature
Participate3 Date
I agree that the information is correct and valid in the study about the topic mentioned above.

_____________________________________ ____________________
Signature
Participate4 Date
I agree that the information is correct and valid in the study about the topic mentioned above..
30.4.18
_____________________________________ ____________________
Signature
Participate5 Date
I agree that the information is correct and valid in the study about the topic mentioned above.
29.04.18
_____________________________________ ____________________
Signature

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