Comparative Analysis of the Degree Holder and Non-Degree Holder Malaysian Bank Customers’ Satisfaction with E-payment Services in Penang-Malaysia

This study intends to investigate bank customer’s satisfaction rate with e-payment services in Malaysia as many financial transactions are held by electronic payment systems in this country. Malaysian bank managers believe that the epayment is of high potentiality to succeed as a new tool of payment which can increase the rapidity and accuracy of transactions and consequently increase customers’ satisfaction. In this study, a comparative analysis is provided by investigating the satisfaction rate with e-payment services in Malaysia’s Banking Industry between two sample groups in Penang. These two groups consist of Degree Holder and Non- Degree Holder individuals who use electronic payment bank services in Penang. A sample size of 350 individuals was selected to answer the survey questions and then the collected data was analyzed by SPSS software. The findings from this study depicts that in spite of inconveniences, cost and some security concerns among Non-Degree holders about e-payment services and also some security concerns about such services among Degree holders, both groups of customers depicted a high level of satisfaction with e-payment services in Penang. In addition, inconvenience is found to be the most important issue which Non-Degree Holders were concerned about, while Degree Holders were more concerned about security issue.

e-payment satisfaction, e-payment services, banking industry, Degree Holders, Non-Degree Holders, Malaysia.