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Research Article Open Access

Service Quality Evaluation Of Internet Banking In Malaysia


This study evaluates the service quality of Internet banking in Malaysia. It focuses on the transaction sites of five leading anchor banks, which provide a platform for electronic banking and examines electronic banking performances through a set of 40 questions specifically prepared for this research. The survey was conducted in January 2002.Only two of the five banks surveyed obtained a four star rating out of a maximum possible of five stars. Three other banks have obtained three star ratings. The implications and future directions of Internet banking in Malaysia are discussed.

P.Vijayan,Bala Shanmugam

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