The Impact of Electronic Banking on customer service delivery in the Malaysian Banking industry: Using Sand Cone Model

Alhaji Abubkar Aliyu


This is a research in progress paper discussing the impact of Electronic banking on customer service delivery in the Malaysian Banking industry, issues from the customer’s points of view. Based on the literature it includes several factors that have a positive and direct impact on Electronic banking services. Thus, it includes several hypotheses derived from literature to be tested empirically. The research will be guided by the conceptual model presented as figure1 and figure 2, using Structural Equation Modelling.  In addition the paper highlighting the relationship between Electronic banking, behavioral factors and customer service delivery in the banking industry. Hence, the expected outcome and gaps of the research could also provide some direction for future research.



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ISSN : 2251-1563