COLLEGE OF BUSINESS

SCHOOL OF TECHNOLOGY MANAGEMENT AND LOGISTICS (STML)

SECOND SEMESTER SESSION 2022/2023 (A231)
BJTP3013
RESEARCH METHOD FOR OPERATION MANAGEMENT
GROUP B

INDIVIDUAL ASSIGNMENT 1&2

MUHAMMAD AMIRUL HAZIQ BIN AZMAN

277087

NAME OF LECTURER
DR. ROHAIZAH SAAD
 ASSSIGNMENT INDIVIDUAL 1

TITLE: CUSTOMER SATISFACTION IN SERVICE QUALITY FOR ONLINE BANKING

Background of Study Problem statement Research objectives Research questions

-customer satisfaction and service Financial sectors need To measure the 1. How does the service
quality are crucial aspect for to improve the service importance of quality important to
business. quality to much better service quality to customer
- service quality is defined as as it gained more achieve the satisfaction?
measure how company deliver its satisfaction to customer 2. Does the service
service. customer from time to satisfaction. quality have a
https://iopscience.iop.org/article/10. time.
positive effect on
1088/1742-6596/1321/2/022055/ https:// www.emeraldinsight
customer
pdf#:~:text=Service%20quality%20is www.straitstimes.com .com/0265-
%20defined%20as,more /business/banking/ satisfaction?
2323.htm
%20competitive%20in%20the customers-more-
%20market. satisfied-with-finance-
- Customer satisfaction is a model to sector-less-willing-to-
facilitate the result that significant, use-new-digital-banks-
consistent, effective to forecast the smu-study
ability
https://www.researchgate.net/
publication/
338065563_Customer_Satisfaction_t
owards_E_-Banking
 The problem of the study is financial sector especially online banking need to improve
better as it gained more customer satisfaction time to time. The finance sector’s score
improved by 0.9 per cent year on year in the fourth quarter of 2022, rising to 75.5 points out
of a possible 100 (Straits Time, Apr 2022). Customer satisfaction is a model to facilitate
results that are significant, consistent and effective to forecasting the financial ability of an
organization. This research customer satisfaction towards E-banking should be prepared with
utmost carefulness. (Purna Prasad Arcot, Gadda Vijaya Kumar 2019). Service quality is
defined as measurement on how company deliver its service. (Felix R, 2017)
The methodology that will use in this study is quantitative method which is
questionnaires that distribute to 100 customers. The sample was drawn based on purposive
sampling; drawing only the customers who made transactions over a year. To assess the level
of customer satisfaction, perception and expectations variables are represented in 30
questions with a ratio measurement scale of one to seven (1 – 7).

REFERENCES
https://iopscience.iop.org/article/10.1088/1742-6596/1321/2/022055/pdf#:~:text=Service
%20quality%20is%20defined%20as,more%20competitive%20in%20the%20market.

https://www.researchgate.net/publication/338065563_Customer_Satisfaction_towards_E_-Banking

https://www.straitstimes.com/business/banking/customers-more-satisfied-with-finance-sector-less-
willing-to-use-new-digital-banks-smu-study

www.emeraldinsight.com/0265-2323.htm
INDIVIDUAL ASSIGNMENT 2

MUHAMMAD AMIRUL HAZIQ BIN AZMAN (277087)

https://docs.google.com/spreadsheets/d/10qSRDKJjHarjzdMwb4Sd-
nyxSAAzZNwMa_k6SrMHbts/edit?pli=1#gid=1221326469