Article Per Year (5 Year)
p-Index From 2021 - 2026
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This Author published in this journals
All Journal International Journal of Accounting & Finance in Asia Pasific
Yi, Goh Jie
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Customer Satisfaction toward Digital Banking Services among Young Adults Hui, Gan Kia; Khursani, Hani Ariesha Binti; Yi, Goh Jie; Heng, Gooi Yi; Xi, Ge Ru; Kee, Daisy Mui Hung
International Journal of Accounting and Finance in Asia Pasific (IJAFAP) Vol 9, No 1 (2026): February 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v9i1.4378

Abstract

This study aims to investigate customer satisfaction toward digital banking services among young adults. As digital banking becomes an essential part of financial activities, understanding factors that influence user satisfaction is crucial. Four dimensions of reliability, security, responsiveness, and convenience are the areas of focus of this study to understand their effects on overall satisfaction. A quantitative research design is utilized by conducting an online survey to 150 young consumers aged between 18 and 30. The postulated results indicate that security and reliability have the highest positive influence on customer satisfaction, followed by responsiveness and convenience having considerable influence. It is expected that the findings of the study will provide pragmatic suggestions to banks and fintech companies to improve service quality, customer credibility, as well as long-term relationship with young adult consumers.
Co-Authors Heng, Gooi Yi Hui, Gan Kia Kee, Daisy Mui Hung Khursani, Hani Ariesha Binti Xi, Ge Ru