Cus Sa

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The Factors influencing Customer’s Satisfaction with
e-Banking Services: A Study on Bank Muscat
Project Report
Submitted to
Sohar University
Bachelor of Business Administration (Hon)
B.B.A in Management
Faculty of Business
December 2016
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DECLARATION
I hereby declare that this thesis titled' Factors influencing customer’s satisfaction with e-banking
services, a study on Bank Muscat is a record of first-hand research work done by us under the
supervision of Dr. Davoud Nikbin, Faculty of Business, Sohar University, Oman and that has not
formed the basis for the award of any degree, Bachelor, diploma, associate ship, fellowship or
other similar titles.
PLACE: Sohar, Sultanate of Oman
Date: 25.12.2016
Submitted by
Roksana Jahan-140677
Amani Mohammed Alessai-101342
Amna Al-Dhahli-100624
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Sohar University
Faculty of Business
Dr. Davoud Nikbin
Research Supervisor
Sohar University, Oman
CERTIFICATE BY THE SUPERVISOR
I certify that this thesis entitled " Factors influencing customer’s satisfaction with e-banking
services, a study on Bank Muscat "submitted for the Bachelor’s Degree in Business
Administration, Faculty of Business by Roksana Jahan, Amani Mohammed Alessai, Amna Al-
Dhahli is the record of work carried out by them during the period from September 2016 to
December 2016 under my guidance and supervision and that this work has not formed the basis
for the award of Bachelor’s degree, associate ship, fellowship or other similar titles in this
University or any other University or Institution of higher learning .
PLACE: Sohar, Sultanate of Oman
Date: 25.12.2016
(Dr. Davoud Nikbin)

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Acknowledgment
This research concluded our academic study of the Bachelor of business administration at Sohar
University. Truly, with this research we have gained an excellent knowledge of online banking
customer’s satisfaction. Special thanks to everyone who made this research gets completed
especially; I would like to express my gratitude to my supervisor Dr Davoud Nikbin for his
immense advice and guidance to this study. His critical comments and insightful discussion have
provided invaluable feedback for improving this research project.
I gratefully thank our respondent who gave their valuable information for this research. Finally,
this acknowledgment would be incomplete unless I express my gratitude and my deepest
appreciation to my family for their material and spiritual support throughout my life. Without
them, I would not be who I am today.
Date: 25.12.2016
Roksana Jahan-140677
Amani Mohammed Alessai-101342
Amna Al-Dhahli-100624
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Table of Contents
Chapter 1....................................................................................................................................................... 9
Abstract ..................................................................................................................................................... 9
Introduction .............................................................................................................................................. 9
Background of the study: ........................................................................................................................ 11
Key words ............................................................................................................................................... 12
Problem Statement: ................................................................................................................................. 12
Research Questions: ................................................................................................................................ 13
Research Objectives: ............................................................................................................................... 14
Importance of the study .......................................................................................................................... 14
The scope of study .................................................................................................................................. 15
Chapter 2..................................................................................................................................................... 16
Literature Review.................................................................................................................................... 16
Introduction ............................................................................................................................................. 16
Dependent Variable ................................................................................................................................ 16
Customers satisfaction ............................................................................................................................ 16
Internet Banking...................................................................................................................................... 17
Customer’s satisfaction with internet banking ........................................................................................ 18
Independent Variables ............................................................................................................................ 23
Service quality ......................................................................................................................................... 23
Website features ...................................................................................................................................... 24
Safety & security..................................................................................................................................... 26
Conclusion: ............................................................................................................................................. 27
Theoretical framework ............................................................................................................................ 27
Technology acceptance model (TAM) ................................................................................................... 28
Theory of planned behavior (TPB) ......................................................................................................... 29
Research Framework .................................................................................................................................. 29
Chapter 3 ..................................................................................................................................................... 31
Research Methodology ............................................................................................................................... 31
Introduction ............................................................................................................................................. 31
Research Design...................................................................................................................................... 31
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Data Sources ........................................................................................................................................... 32

Population & Sample .............................................................................................................................. 32
Validity & Reliability ............................................................................................................................. 33
Ethical Consideration .............................................................................................................................. 33
Data Collection ....................................................................................................................................... 34
Research Instrument................................................................................................................................ 34
Variables ................................................................................................................................................. 35
Data Analysis .......................................................................................................................................... 35
Descriptive analysis ................................................................................................................................ 36
Reliability analysis .................................................................................................................................. 36
Summary ................................................................................................................................................. 36
Chapter 4 ..................................................................................................................................................... 37
Data Analysis and findings ......................................................................................................................... 37
Introduction ............................................................................................................................................. 37
Descriptive analysis ................................................................................................................................ 38
Reliability Analysis................................................................................................................................. 42
Normality analysis and descriptive statistics .......................................................................................... 43
REGRESSION ........................................................................................................................................ 44
Service quality Vs. Customers satisfaction ............................................................................................. 46
Website features Vs. Customers satisfaction .......................................................................................... 46
Safety & security Vs. Customers satisfaction ......................................................................................... 47
Summary ................................................................................................................................................. 48
Chapter 5 ................................................................................................................................................. 48
Introduction ............................................................................................................................................. 48
Discussion about research objectives ...................................................................................................... 48
Relationship between service quality and customer’s satisfaction ......................................................... 49
Relationship between safety & security and customer’s satisfaction ..................................................... 49
Limitation of the study ............................................................................................................................ 50
Recommendation for the future research ................................................................................................ 50
Conclusion .............................................................................................................................................. 51
Reference .................................................................................................................................................... 51
Appendices:................................................................................................................................................. 58
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................................................................................................................................................................ 58
Table of Figures
Figure 1 ....................................................................................................................................................... 38
Figure 2 .......................................................................................................... Error! Bookmark not defined.
Figure 5 ....................................................................................................................................................... 40
Figure 6 ....................................................................................................................................................... 40
Figure 7 ....................................................................................................................................................... 41
Figure 8 ....................................................................................................................................................... 41
Figure 9 ....................................................................................................................................................... 42
Figure 10 ........................................................................................................ Error! Bookmark not defined.
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Figure 48 ..................................................................................................................................................... 43
Figure 53 ..................................................................................................................................................... 43
Figure 56 ..................................................................................................................................................... 45
Figure 57 ..................................................................................................................................................... 45
Figure 58 ..................................................................................................................................................... 46
Figure 59 ..................................................................................................................................................... 48
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Chapter 1
Abstract
In the last few years the banking industry growth is remarkable, moving from
traditional banking to online services. This study discusses & identifies the Factors
influencing customer’s satisfaction with e-banking services, a study on Bank
Muscat. It includes several factors such as (Service quality, Website features and
Safety & securities). The major instrument to collect the data was a questionnaire
which was includes a 5 point likert scale. We were use self-administrated
questionnaire to collect primary data from sample of 198 respondents of bank
Muscat. In generally, it was found that, there are significant relationship between
service quality, Website features and Safety & securities with customer’s
satisfaction in internet banking. It is support the hypothesis in each factor. Finally,
the internet banking services enhance the efficiency of the bank. Also, increase the
loyalty on both employees and customers.
Introduction
For the last few years we have seen a significant change in banking industry especially in Oman
banking industry. According to Qureshi (2008) realized this movement which can be noted that
many banks have removed from the out-dated banking to online banking, where customers can
use anywhere banking practice such as automated teller machines (ATM). In many advanced and
emerging states, the practice of disruptive advance machineries has speeded revolution in the way
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of banking commercial is a piloted, customer being cleared sideways with such modification. The
main cause to change this significant shift from traditional banking to online banking is
globalization. We are not living in a stone age; we are right now in modern age because of
technology. But unfortunately we are not conscious about this new technology.
Still there is low adoption and its usages rate also low which really did not bring any significant
relationship between the banks and the clients. As we have seen few article about online banking
customer satisfaction in Oman context, which is not especially enough for our understanding. We
can say that in Oman technology is growing very fast but there is no significant change in
customers mind. Customers still they like to do their all transaction by their traditional way. Here
we can say that, what will make customers satisfied about online banking transaction. Now a days
still many country’s they are not using Online Banking especially in Oman. In developed country,
all transaction goes through via the online banking. People they have no time to go bank for their
transaction. But compared between Oman and western country, Omani people are little bit slow
and western people are very fast to adopt new technology, because they have deep cultural barriers.
This makes them little bit slow compared to the other country. Many people in Oman they believe
that, they need to do their all transaction face to face. However, so many country’s they are not
aware about online banking specially Oman, it’s not like that they are not using any advantages
such as what’s up, IMO etc. which is not related to online banking. This is the fundamental
question is that why clients are not using online banking?
However, In Oman online banking is not a developed technology but some bank they already took
attempt full online banking facilities in Oman and its acceptance rate still low may be people they
are not aware or they face any problem such as- security issue, privacy, quality service, cost,
availability of online transaction (Danial 1999). If these problems are the main barriers then bank
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should take immediate steps to solve the problem. Also they should identify who are their potential
customers and how many customers are using online banking and which part they are using mostly.
From that they will be able to know how many customers are satisfied with online banking. The
purpose of this research will look into the retail customers’ satisfaction as an online-banking
specially Bank Muscat, Sohar Oman.
Background of the study:
Whereas e-Banking means forming a website to provide information about internet banking
transaction which can provide customers to access their accounts to undertake banking transaction
involving buying financial products and services via the online and what factors mainly banking
clients focus about e-banking facilities this is the focus of this study. In Oman banking sector
inhabits a successful position in world economy and gradually, bank has proceeded expressively
by offering banking service over Internet. According to Jayawardhena et al. (2000), nevertheless
time and location internet banking services gave empower to customer use banking service from
anywhere and anytime. According to Humphrey et al. (2000), internet banking not only increase
client but also improve the banking efficiency by increasing numbers of banking transactions. In
Oman the history and development of the banking sector has shifted from traditional banking to
internet banking by social and cultural development of the country. Banking revolution in Oman
first established in 1972.
This research will conduct for the Oman Banking industry. All over the world Banking industry
are using internet banking. Web banking is the most modern and innovative technology in Oman.
As we have seen, in Oman we have many bank which are- National Bank of Oman (63 branches,
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173 ATM&CDM), Bank of Dofear (65 branches, 69 ATM&CDM), and Bank Sohar is the
youngest bank in Oman. This is the new era of most advanced & quick banking services for the
clients. New Information Technology has been proving to bring down the financial value of
banking for customers & also that has empowered different quick services. From the various banks
of Oman we choose Bank Muscat. The key reasons of this proposal will to find out the factors of
online banking/E-banking to satisfy/dissatisfy clients in the context of Bank Muscat, Sohar.
Key words
 Customer’s satisfaction
 Internet banking
 Service quality
 Safety & security and
 Website features.
Problem Statement:
Customer’s satisfaction has been taking all concern in all business. It is important for all sectors
especially for the service sectors. If we see the past history, satisfied customers can become a long
lasting and bring new customers. In a competitive world, it is not easy to satisfy customer specially
in banking sectors. Many business sectors failed for low customer’s satisfaction. Online banking
is giving unique facility to the customers to deal their financial transaction from anywhere and
anytime. Most of the time financial organization spends lots of money for the online banking
services which is expensive and more time consuming. It takes a ling times to develop this types
of function because of customer’s security issues.

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As mentioned above, online banking is new in Oman compared to other developed countries.
Therefore, although there are a number of studies focusing on online banking with a specific focus
on their customers’ satisfaction in developed countries, however, these types of studies are lacking
in Omani context. This is even true for other GCC countries. For that this study intends to
investigate customer satisfaction with online banking services in Omani context. We intend to
conduct this study in Bank Muscat, as it is the biggest local bank in Oman and has the highest
number of customers, the highest number of ATM booths, as well as the highest number of
branches in Oman.
Gap-1: There is a lack of studies about internet banking customer’s satisfaction.
Gap-2: There is not enough information about customer’s satisfaction and service quality in
Oman, Bank Muscat.
Gap3: There is not enough information about customer’s satisfaction and service quality in Oman,
Bank Muscat.
Gap4: There is not enough information about customer’s satisfaction and service quality in Oman,
Bank Muscat.
Research Questions:
In particular, this research seeks to answer the following questions:
a) What are the determinants of customer satisfaction with online banking services in bank
Muscat?
b) Is there a significant relationship between service quality and customer satisfaction with online
banking services in bank Muscat?

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c) Is there a significant relationship between security & safety and customer satisfaction with
online banking services in bank Muscat?
d) Is there a significant relationship between website features and customer satisfaction with
online banking services in bank Muscat?
Research Objectives:
The objectives of this research are given bellow:
a) To determine factors affecting customer satisfaction with online banking services in bank
Muscat.
b) To investigate the relationship between service quality and customer satisfaction with online
banking services in bank Muscat.
c) To investigate the relationship between safety & security and customer satisfaction with online
d) To investigate the relationship between website features and customer satisfaction with online
Importance of the study
In a globalization AL age it is imperative for the banking industry to adopt latest technology,
scientific achievement to provide extensive facility, increasing customers satisfaction by meeting
customer’s needs, maximizing productivity and increasing customer loyalty in banking system
(Delafrooz et,al,. 2013).
This research paper will contribute essentially exploring E-Banking service quality, security &
safety issues and website features in Oman banking industry especially in Bank Muscat. We will
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widely examine the customer’s satisfaction and dissatisfaction with E-banking. This research
paper findings will provide valuable information about customer satisfaction and dissatisfaction
with e-banking in Oman especially Bank Muscat. The assessment tools addresses the important
factors related to customers perception such as- customer service quality, customer safety issues
and website features of E-banking. Therefore, it will provide a wide-ranging framework to measure
online customer’s services quality, online interaction with customers and website friendliness.
Furthermore, it will evaluate also the performance of website overall Oman banking sector
especially Bank Muscat.
The scope of study
This study will focus banking industry in Oman, especially in Bank Muscat internet banking.
This research mainly focuses on the relationship between customer’s satisfaction with internet
banking service quality, safety & security and website features in Oman. Overall, this study will
focus mainly internet banking Customer’s satisfaction. This study will be help full for the future
researcher who will give interest on the internet banking customer’s satisfaction. However, this
study will give the percentages of customer’s satisfaction with internet banking in Oman, in
Bank Muscat.
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Chapter 2
Literature Review
Introduction
In this chapter we will discuss in details about customer satisfaction, internet banking, customers
satisfaction with internet banking, service quality, safety & security and website features. For each
terms will try to find the articles review and will give the hypothesis for each. As we know that,
customer’s satisfaction is the main target for internet banking. If customers are not satisfied with
the internet banking service quality, safety & security and website feature. That time all efforts
will be unusable. So we should know each and every terms of research.
Dependent Variable
Customers satisfaction
Organization need to understand what factors influence the customers more satisfied. For the every
organization especially service sector customer’s satisfaction are very important (Mostaghel,
2006). According to Alomaim et al. (2003), customer’s satisfaction evaluates overall customer
expectation. These expectations bring positive influence to take product again and again. If we see
the root of the customer’s satisfaction which can interlinked with the different organization to
know the customers satisfaction. Here we will show the basic customer’s satisfaction items-
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Quality of
service
Emotional Quality of
attach product
Customer
satisfaction
Facility Cost
Features
Figure 1: 1Customer satisfaction driver
Internet Banking
In a competitive world internet access increases to give easy and fast service. For the blessings of
internet one sector is growing very rapidly which is internet banking (Johnson, 2008). Over the
internet, world became more close to us and we can community and do all transaction via the
internet, for that we need internet banking. Internet banking makes our life more convenient and
easy and save our cost consuming before (Johnson, 2008). But as we know that, all good things
have dad side. Pure internet banking not all time safe for the customer’s (Roger, 2000). Internet
banking can be defined in various ways. According to Daniel (1999), internet banking delivered
banks information and provides services by using different delivery platforms such as personal
1
Source: Customer satisfaction driver- http://5smanagement.com/drivers-of-customer-satisfaction/
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computer, mobile phone, desktop software, digital television. Internet banking makes customer’s
life easy by providing many facilities such as- bill payment to investment (Pikkarainen et al. 2004).
According DeYoung (2001), internet banking is giving many facility to customers not only
withdrawals money but also any type of banking transaction with in a second. According to Flavián
et al, (2004); Gan and Clemes, (2006), in a globalization and computational world internet banking
gives us more competitive advantages. According to Pikkarainen et al, (2004), now a days bank
like to use internet to do transaction which more cheap than traditional banking. According to
Jayawardhena and Foley, (2000), internet banking is providing cheap services and also trying to
do fewer errors when customers do any kind of transaction. According to Robinson (2000), he
believes that internet banking not only giving best services but also maintaining customer’s
relationship.
Customer’s satisfaction with internet banking
According to Nimako (2013) the research was done about clients Satisfaction with net banking in
the Ghanaian banking industry, Ghana. The research design was done by survey to collect the data
from the respondents. Also he did primary data collection technique and respondent were 200. He
did research with two banks clients. After gathering information results indicate that two banks
clients were not so happy with their website facilities. The work had been exercised in the Ghana
context but whether or not the information technology and telecommunications will be useful in
the Oman context. We cannot use this result in Oman. May be this research result will be different
in Oman context. Sakhaei (2014) this study was done in Iran. The data were collected through
survey interviews from a questionnaire. That was done by 5-Point Likert scale. That work was
assessed to know the customers satisfaction with their online service quality. The outcome was
suggested that, the Iran bank they maintain good online banking service quality. So the results
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indicate that, customers were happy. Sakhaei (2014) this also was done in Iran to know the
customers satisfaction of online banking service quality. The data were collected through survey
interviews from a questionnaire that was collected by 5-Point Likert scale. This work was assessed
with the influences of service quality on customer satisfaction in Internet Banking. The outcomes
suggest that the reliability part has the most effective and website design has the least effect on
customer satisfaction than other things. That work had been exercised in the Iran context but
whether or not it will be useful in the Oman context.
Kumbhar (2011) this research especially was done to identify the major factors affecting on
customers’ satisfaction in online banking in Indian contest. Data was gathered through customer
survey based on a questionnaire. Collected data were analyzed using principal component using
SPSS (cross tabulation, descriptive, frequency). This result indicated that, Perceives, Brand
consciousness, Cost, Easy to Use, availability, Problem, Security issue and Reliability and validity
are important factors in customer satisfaction on web-banking which explains around 50%. Akram
(2012) this research was done to know the customer satisfaction on adoption of online banking in
Pakistan. Data were composed from six banks. Also it was primary data collection method. Here
the banks such as- Habib Bank LTD, Bank Alfalah, UBL, Askari bank, First Women Bank, and
National Bank of the twin towns of Pakistan. Overall the survey result indicated that, most of the
clients were satisfied with internet banking facilities and felt relaxed when they liked to use online
banking anywhere, anyplace. Moreover, The work had been exercised in the Pakistan context but
whether or not it will be useful in the Oman context.
Premarathne (2015) this study is to develop an index to evaluate the satisfaction of Internet
Banking customers in Sri Lanka. The data were compiled by using semi-structured interviews and
a customer survey of three selected banks in Sri Lanka. They used convenience technique. The
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discoveries of this subject area have important suggestions for research workers in the field of IB,
banks that are presently offering IB services as easily as banks that are designed to provide such
services in the future. Nguyen (2004) this is a research in development paper discussing Internet
banking issues both from the bank’s level of view and from the customers’ points of view in
Australia. The data were compiled from two studies. First one new survey from Taylor Nelson
Safer in 2002 exposed that 23% used Internet Banking and in mid-2002 the MISC informed that
5 million had used Internet Banking. The other one latest survey taken on by the MISC displays
that the number of Australians using the Internet Bank had over 7.7 million in September 2003.
As a consequence, the theory will be empirically confirmed to classify customer satisfaction and
loyalty in internet banking.
Alsamydai (2012) this research was examined to know the customer satisfaction of online service
in Jordan banking industry, Jordan. The data were collected by primary data collection method
and also they did analyses hypothesis. The questionnaire was based on 16 questions covering the
all question related demographic and objectives. This questionnaire was based on closed ended
survey based on 40 customers. The results indicated that the several factors relating to online-
banking consumer satisfaction. Michael et al., (2012) this researcher and so on did research in New
Zealand to know the customers satisfaction on online/web banking adoption in the New Zealand
banking industry contest. The data were collected through the online survey (mail) and they use
random technic to collect the data. They use to collect their questionnaires by primary data and
around 470 questionnaires they were collected from the around 1500 questionnaires. The results
indicated that, an easy operating website, easy to communicate, minimum risks and price, and
available Internet access had a great effect on customer's satisfaction to accept for online banking.
The surveys had been acquitted in New Zealand banking industry context, the easy operating
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website, marketing communications, risks, and price have been viewed by measuring people’s
acceptance about the online banking. This knowledge can be useful for the GCC context,
especially in Oman. But it doesn’t imply that it can be generalized in Oman.
HettiarchchiI (2000) this researcher wanted to know the customer satisfaction of internet banking
in Sri Lanka. The data were collected via online survey and it was around 110 completed answers
collected from the customers and they use random technique to collect the data. The results
indicated that mostly young generation age people and rich people they liked to use online banking.
From the above history, it is evident that a young age and high income groups, who perceives
online banking in Sri Lanka, but it doesn’t imply that the solution can be generalized and can be
applied anywhere especially in Oman context. Gikonyo and Shaikh (2014) this research was done
in Pakistan to know the customer satisfaction of online banking. The data were collected from 200
respondent customers who are using online banking in Hyderabad bank, Sindh-Pakistan by using
the simple random technique. On the basis of the result indicated that the online banking
arrangements have the positive impact and also optimistic relationship with the implementation of
online banking in Hyderabad. The work had been performed in Pakistan context; it says that the
online banking had the positive effect and also positive relationships with the acceptance of online
banking in Hyderabad but it doesn’t imply that the solution can be generalized and can be applied
anywhere especially in Oman context.
Delafrooz1 (2013), this study was done in Iran banking industry. To analyses the customer’s
satisfaction of online banking in Iran Banking Industry. The investigation was proceeding with
questionnaires path analysis and physical calculation and LISREL software. It's applied in the data
after testing hypotheses. As a result this, this results indicated that customers was unhappy when
they use online banking in some parts and happy with also some parts of online banking. The
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work had been exercised in the Iran context but whether or not the information technology and
telecommunications will be useful in the Oman context. Al-Ghaith (2010) this research was done
in Saudi Arabia to measure the customer satisfaction of online banking especially. This research
was done by primary data collection method from 651 respondents using survey questionnaires
method. Difficulty was found that, the most significant online banking adoption influenced by the
different factors which is security, privacy, trust, reliability & validity. This all stand for great
effect on customer satisfaction on online banking usage in Saudi Arabia. Kwame (2001) this study
was mainly done to know what types of challenges and benefits customers had from the internet
banking in Ghana. The questionnaires were collected as primary method. The questionnaire
consisted both closed-ended and opened-ended queries. Some audiences were also directed to
encourage interviewees to know the familiarities in use of the e-bank service. This in general shows
the commitment of customers whom accept internet banking facilities. Mahesh (2013) this study
was done about the problems that face customers while using E- Banking facilities in India. The
study was based on data collected through 1000 customers of several banks. As a result, most of
customers know about the e-banking services offered by their bank and significant amongst
different problems identified while using e-banking services. As result, customers were not happy.
Lustsik (2003) this study was done in Estonia to know the customers satisfaction of online banking.
This data was collected by secondary data from journals and other resource. The findings indicate
that all customers face problems when they do transaction in Estonian banks and also problem
with security issue.
Equally we have seen that, online banking offers much welfare to clients in addition to some
disadvantages. At that point is some studies had been performed involving this matter, but few
surveys had been conducted in GCC countries especially in Oman. Nevertheless, in Oman most
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of the people are still not utilizing online banking service. Reasons could be users haven’t enough
training facility which will lead to encourage them. Clients may be afraid of security issues.
Customers haven’t enough tanning facilities to know about this. When we are working that time
we did find enough articles about online banking which will give us more information about
customer satisfaction. We saw many researchers they did research in many country’s to know the
customer satisfaction and they got the results in that country context but it doesn’t mean that we
can use that in GCC country specially in Oman context.
Independent Variables
Service quality
Service quality is a term which is mainly used in business administration (Nagabhushanam, n.d).
Customer’s satisfaction on service quality depends on customer’s expectation, past experiences,
personal needs (Sara, 2005). Service quality is one of the main subjects for both practitioners and
researcher to about in-depth (parasuraman et al. 1985). Several times service quality and customer
satisfaction work interchangeably. According to Anderson and Zeithaml (1984), to achieve
efficiency in business operations service quality has become a key variable. According to Bolton
and Drew (1991), Customers satisfaction also can be described in different ways which is
expectation, performance and contribution. According to Parasuraman et al. (1988), customer’s
satisfaction is overall evolution of a specific service from firm that can be compared by one with
another.
H1: There is a significant relationship between service quality and customers satisfaction
on internet banking.
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Website features
Website features is very important to satisfy customers. In website features are related with
design, content, speed and fees & charge. Here we will disclose all items related to websites
features.
 Design
The aim of visual design indicates that, is to make a web site visually attractive and enjoyable to
customers. According to Proctor et al (2002, 2003), content planning identified its four features
which are knowledge elicitation, information organization and structure, information retrieval, and
information presentation. During design stage, and implementation stage it is powerfully
recommended that, users in different ages and a ranges of capabilities and limitation is engaged to
test the new service and provide feedback. Financial organizations should monitor the accessibility
of their customer websites. Moreover, it is imagined that website design has a positive effect on
customer satisfaction.
 Content
Content is very important in online banking to attract the customers and it is related with the
website features. It is influencing the customers to accept online banking acceptance,
Jayawardhena and Foley (2000) and Pikkarainen et al (2004). On the other hand, website quality
design, website colors and graphics influences the customers to accept the internet banking in
specific industry. This also gives individual organization more competitive advantages. By
comparing with internet banking, good content and attractive colors make customers more
satisfied. According to Jayawardhena and Foley (2000),they said that such web site features mainly
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speed, content and design, navigation, interactivity and security all influence customers
satisfaction. According to Broderick and Vachirapornpuk (2002), customer’s satisfaction comes
mainly on the service quality. According to Yang and Fang (2004), ease of use and usefulness are
important factors to satisfy customers in evaluating internet banking website features. According
to Broderick and Vachirapornpuk (2002), there are five quality dimensions that have an effect on
“end-user” satisfaction in an online environment which are- accuracy, content, ease of use, format,
timeliness. Now, we can say that, content has positive effect on customer satisfaction especially
on internet banking.
 Speed
Customer satisfaction significantly correlated with between download speed and user satisfaction
(Hoffman and Novak, 1996). According to Jayawardhena and Foley (2000), as we know that, the
speed of download depends on the organization website content, the computer hardware, and
information system. Customers they don’t want any unwanted things which can give their mind
dissatisfied. Sometimes many sites demonstrate with small snapshots and sometimes some
programs have to download in order to view the demonstration. Most of the time people perceive
imported file will bring viruses and increase consumer hard disk space. Jun and Cai, (2001),
sometimes slow response time after any transaction, makes customers feel fear is transaction is
correct or not and its makes customers unhappy. Johnston (1997), increasing the speed such as
quick information, easily do all transaction, get notification on time have an important effect in
terms of pleasing customers. However, we can say that there is a positive relationship between
customer’s satisfaction and website speed.
 Fees & charge

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In service quality attributes in internet banking industry service delivery and communication
channel is very important for customer’s internet interaction. To satisfy customers offering high
quality service with customers desired needs, at lower costs are potential competitive advantages
for internet banking. There are some studies shows that, internet banking has reduced successfully
operating and administrative costs (Devlin, 1995; Siriluck and Speece, 2003). In internet banking
cost savings have offered lower cost and no service fees and also offer high interest rates on interest
related accounts than traditional banks (Gerlach, 2000; Jun and Cai, 2001). For that reason we can
say that, fees and charges have positive impact on customer’s satisfaction.
H2: There is a significant relationship between website features and internet/online

banking customer’s satisfaction.
Safety & security
Kimery and McCord, (2002); Miyazaki and Krishnamurthy, (2002), Safety and security both are
same and it relates to the website guarantees of the internet banking and it can gives customers
more confidence about their financial and personal transaction. Banking sector or any organization
can ensure security by providing a privacy statement or information about the security of the
shopping and by showing logos of trusted third parties. For example, showing trusted third party
logo to give guaranty for a certain level of security protection and it has significantly influence
customer’s trustworthiness of e dealers (Jiang et al, 2008). Web browsing was possible for the
internet banking. For the blessings of internet banking, consumers do not have to purchase any
software, do not need to store any data on customer computer, no need backup data, or no waiting
for software upgrades or new versions (Kolsaker and Payne, 2002; Dong-Her et al, 2004).
Customer can do all transaction through the bank internet connection. The bank has the power or
27
required data and software to perform the transaction. Customers can easily go the bank’s website
then log in and can able to take any advantages from their website using internet service. Some
banking has FAQ service. Generally bank services include with bill payment, shopping, transfer
money between accounts, use variety of services. Safety and security plays an important role to
protect encrypted data for internet service (Kolsaker and Payne, 2002; Dong-Her et al; 2004).
Therefore, it can say that privacy has positive relationship with customer’s satisfaction.
H3: There is a significant relationship between safety & security and customer’s satisfaction
on internet/online banking.
Conclusion:
In this research paper, literature review has been done for the independent variables and dependent
variables. Our independent variables are safety & security, website features and service quality
which have direct impact on internet/ online banking customer’s satisfaction.
Theoretical framework
28
In a theoretical framework we can see that there are many theories for online banking adoption.
In our theoretical frame work will explore two theories.
 Theory of technology acceptance model by Davise in 1989 and
 Theory of planned behavior which was developed by Ajzan in 1991. Below we will discuss
this two theory –
Technology acceptance model (TAM)
Technology acceptance model was introduced by Davis in 1989, to know why people want to
accept or reject new technology first time. It was also presented by Davis, Bagozzi, and Warshaw
in 1989. According to Al Shibly (2011) he said that this theory usually used to assess or investigate
what factors influence customers to accept or reject. The main aim of TAM is to offer a detail of
factors which moving us from computer applications to online. According to Davis (1989) this
theoretical framework will facilitate investigators and practitioners to identify why a special
arrangement is essential which directly influenced by communication itself. TAM is one of the
fundamental theories to know the customer perception about new technology. According to Davis
(1989) he said that person to person thinking vary to accept or reject new technology. Each person
they have own thinking, believe, attitude, etc. which can give great impact on customers’
acceptance of online banking.
It also can be noted that, the link between customers thinking and usefulness of technology which
are interrelated each other. According to Taylor and Todd (1995) they said that it might be work
on customers mind but very slowly. This theory especially like to give concern the customers
perception about new technology. It’s especially talk customer’s general thinking which can
influence customers mind greatly to accept new technology. In some times this theory is very
29
complex for the general customer. This theory is better for the researcher. Who wants to do
research why people want accepts or reject new technology. Equally, we can say that, TAM is a
dependable instrument which depends on customer mind.
Theory of planned behavior (TPB)
TPB stand for Theory of planned behavior which was first introduced by Ajzan in 1991. This
theory mainly focuses the customer attitude, concept, behaviors etc. As we know that personal
believe some times influence to adopt new things. TPB was introducing mainly to analyze the
customers behaviors. By this we can say that, people mostly adopt new technology by their own
behaviors. According to Armitage and Conner (2001) TPB is mainly to analyze the customer mind.
According to Ajzan (1991) it’s a general feeling which is included by customer’s subjective norms,
attitudes, perception and finally behaviors. This theory mainly gave concern customers mind
reading. This theory only works influential theory. In general, end user they are not no expert but
when any new technology come that time they like to take very firstly without analyzing any side
effect. According to Armitage (2001) analyzed previous studies using the TPB in a meta-analysis
study.
Research Framework
Theory of planned behavior are good example to analyses the customer satisfaction on Online
banking, because it’s talked about mostly about customer attitudes. For that reason in our research
project we will examine the customer’s satisfaction by the theory of planned behavior. This was
given by the Ajzan in 1991. This theory will make clear which thinks customer would like to prefer
most when they use online banking. Here it will be more clear to all of us the customer perception,
30
their thinking about when any new technology come first. This theory mainly works to assess the
customer’s satisfaction primarily, because we need to know from the root level, where customer
satisfaction lies. According to Taylor and Todd (2000) they said that TPB is the best theory to
assess the customer satisfaction on Bank Muscat Online Banking. So we can also use this theory
in Oman context.
31
Chapter 3
Research Methodology
Introduction
The objective of this chapter is to discuss the research methodology used for carrying out this
study. However, this chapter will consists of the research design, sampling size and analysis, data
instrument etc. as well as selection method of the items used in the questioner. Moreover in these
chapter methods of data collection, measurement and analysis of this data will be discussed.
Research Design
In our research, we have to be objectivism, not subjectivism. Positivism or objectivism assumes
that reality exists independently of the thing being considered. For our research, we will choose
deductive approach. As said by Wilson (2010), “a deductive approach is touched on with
developing a theory based on existing theory and designing a research scheme to examine the
theory”. The research design is the explanation of how the inquiry process will be finished. In our
research, we will design by explanatory studies. According to Saunders (2007) the study strategy
is how the researcher proposes to transmit ready the work”. From all of these study methods will
be suitable because we will execute our research approach in a deductive manner. According to
Jackson (2011),”questioning individuals on a topic or themes and then describing their reactions”.
By survey method we will able to cognize about the customer satisfaction of online banking of
bank Muscat, Sohar. For our survey method we will conduct questionaries’ and also online
questionnaires’’. We choose survey because it will be easy, low cost and convenience. For our
research, we will take mono method. The mono-method involves using one research approach to
32
the study. Mono method is related to the deductive approach and survey questionnaires. Also, we
will work by cross sectional time horizons because we have limited time and budget.
The research will focus on the customer’s satisfaction of internet banking on Sultanate of Oman.
A survey will be conducted during November to December 2016. Questionnaires will be designed
and distributed to customers with different age group and income level. This is because the bank
sector tries to development the bank service to provide quality service and available to the people.
The total population of this study is not clear and this study will choose a sample of 198 customers.
Our questionnaires will be self-administered. We will use primary data. We chose this approach
because it is less expensive and it will allow respondents to give right answer. This is a way, which
will help us to collect right information with quality data.
Data Sources
The questionnaires will distribute directly among our "friends and relatives". We will choose
convenience sampling for 198 people from bank customers around sultanate of Oman. All samples
will select randomly from universities, town, family, public and Private Sectors Company. We will
do pre-tested to know the reliability of our questionnaire. It will conduct a few numbers of users
(10). They could be working in different sector to ensure clarity and relevance for our study.
Population & Sample
The population of this study is customers of bank Muscat who are using internet banking services.
There is no complete list of those bank Muscat customers who are using online services, but for
this study we will only focus on a sample of 198 customers due to time limitations. Regarding the
sampling method, we intend to sue convenience sampling again due to time constraint and because
we cannot use random sample as the list of online users in not clear.
33
Validity & Reliability
The study will be valid if it measures actually and if there are no rational errors in drawing
decisions from the data. A structural Form will develop for the reliability and validity of data. The
respondents who are using Internet Banking of Bank Muscat, Sohar will consider as sample. The
Survey, approximately 198 questionnaires involving of closed ended questions we will distribute.
Because we are going to collect data from a large number of customers from different parts and
our time is limited and we don’t have the budget as well. Also to reduce the effort we choose a
convenience technique, it's better to decrease the chance of error.
Ethical Consideration
Our research aims to know about the customer satisfaction of internet banking specially Bank
Muscat. We will provide enough information for the project and its aims and objectives without
influencing responses. In some situation we will give extra emphasize of sensitivity when
conducting focus group sessions, especially with reference to the questionnaires sort exercise, for
example, when participants are busy or tired, the questionaries’ will not be appropriate and may
be left out of the questionnaires’. For that reason, we have to choose the appropriate time to collect
the information by questionnaires and online survey. We have to concern about that no harms will
be occurring for participants and also us. We have to ensure that the participants are free from
biases also we have to give assurance that their important information will not enclose. After our
survey, we will destroy all questionnaires. It will give participants more ethical confidence in our
research.
34
Data Collection
Data collection is dependent on the procedural method used (Bryman, 2012). For our research we
will use only primary data. For primary data population will be male and female for Bank Muscat,
Sohar. Around 198 customers will be surveyed. The primary data will be concerned with the
collection of data through a questionnaire where respondent will be asked for online Banking
performance, because for our research we need only primary data not secondary data. We want to
know the general information about customer satisfaction on online banking. The questionnaires
will provide some statements and give respondents to put score based on their opinion. The data
will collect from the field, then it will sort for completeness, and summarize in tables. The process
of data analysis involved several stages to complete the research. Complete questionnaires will
edit for completeness and consistency also accuracy. The data will check for any errors and
omissions.
Research Instrument
Questionnaires will be self-administered questionaries’ which is related to the online survey and
delivery and collection questionnaires. The questionnaire will translate into English and Arabic
both Languages. Our respondent will be who have a bank account. After translating, pilot test will
conduct in order to identify and eliminate problem and error in questionnaires. Our Questionnaires
will distribute by a convenience method in Sohar, Bank Muscat. We will give structured closed
ended question to get an important point. Based on the feedback, we will refine the Questionnaires
to get our research objectives. The final Questionnaires will consist of two sections. The first
parts will demographic description about respondent live age, gender, education, etc. The second
part will about our research objectives based Questionnaires about internet banking customer
35
satisfactions. The questionnaire will gather from the respondents and it will be measure by Likert
5 point scale. Extending from (1 = strongly disagree, 5 = strongly agree).
Variables
This study tests the influence of three independent variables “service quality” and “security &
safety” and third one is “website features” after that one dependent variable is “Customer’s
Satisfaction”. Here we will show the items used in assessment of the variables.
Service quality
Customers Satisfaction
Safety and security
Website features
Dependent variables
Independent variables
Data Analysis
This study will use SPSS for data analysis. We will use cross tabulation, descriptive statistics and
frequency test to know the general information. We will be using a variety of graphs just like line
graphs, line graphs by using Microsoft Excel. Descriptive statistics will be used to see the mean,
medium, and mode. It is important to understand that, difficulties and several limitations to
research reliability and validity can never be totally eliminated, however we will try to minimize
36
this threat as much as possible. Questionnaires will be self-administered questionaries’ which is
related to the online survey and delivery and collection questionnaires.
Descriptive analysis
Descriptive test is the part of descriptive analysis. In a descriptive analysis we can easily analysis
the descriptive variables such as age, gender, income, nationality. The transformation of raw data
into a form that will make them easy to understand and interpret which gives rearranging, ordering,
and manipulating data to generate descriptive information (Health Economics Research Method,
2003).
Reliability analysis
To measures the consistency reliability analysis is used. Reliability analysis will give us to
know that is our data is reliable or not. The Cronbach's Alpha (α) is used to know the reliability
analysis. The Cronbach's Alpha (α) measures more reliable when its value more the .6 and less
the .6 is considered unsatisfactory reliable. Cronbach's Alpha (α) can be measures by the
average of coefficient of variables. Reliability test analysis mainly considers reliability internal
consistency (Malhotra, 2012).
Summary
These chapters explained about the Research Design, Data Sources, Population & Sample,
Validity & Reliability, Ethical Consideration, Data Collection, Research Instrument, Variables,
Data Analysis, Descriptive analysis, Reliability analysis.

37
Chapter 4
Data Analysis and findings
Introduction
In this chapter we will analysis the date and variables that gathered from the respondents. We were
able to collect successfully 198 questionnaires from the respondent for this research paper. For this
questionnaire, we had been divided two sections A and B. In section A has been given demographic
profile for respondent and in section B we have given the variables which is combined by
dependent variable and independent variables which are the factors influences the customer’s
satisfaction on Bank Muscat online/internet banking services quality, website features and safety
& security. The independent variables and dependent variable have been studied in section B. in
Our research proposal independent variables is service quality, website features and safety &
security and the dependent variables is customers satisfaction on Bank Muscat online/internet
Banking.
For our research paper, the Statistical Package for the Social Science (SPSS) version 22 software
will be used to analyses our data to find the accuracy. The descriptive analysis, reliability analysis,
linear regression analysis and graph for demographic analysis will be clarified in this chapter.
Hypothesis will also test by the end of this chapter which we already given in literature review.
38
Descriptive analysis
Frequencies
Figure 1
Statistics
Frequency
age gender national income
N Valid 198 198 198 198
Missing 0 0 0 0
Std. Deviation 1.239 .501 .474 1.027
Variance 1.535 .251 .224 1.055
Range 4 1 2 4
From the above table, we can observe that our statistical analysis for frequencies is valid. We distributed
our research question 198 which is valid for our research paper.
Table 4.1 Age
Age
Cumulative
Frequency Percent Valid Percent Percent
Valid beloe20 33 16.7 16.7 16.7
20-29 36 18.2 18.2 34.8
30-39 71 35.9 35.9 70.7
40-49 32 16.2 16.2 86.9
50and above 26 13.1 13.1 100.0
Total 198 100.0 100.0

From the above table, we can observed that our most of the respondents age under 30-39 which
is 35.9% and less respondents are under the age is 50 and above which is 13.1%
39
Figure 4.1. Age
Gender
Table 4.2 Gender
Gender
Cumulative
Valid male 103 52.0 52.0 52.0
female 95 48.0 48.0 100.0
Total 198 100.0 100.0
From the above table, our respondent was 198 and from the total respondent our highest
respondent is male 52.0% and female 48.0%. We can say that, mostly male users are high for
this survey.
40
Figure 2
Nationality
National
Cumulative
Valid Omani 138 69.7 69.7 69.7
other 59 29.8 29.8 99.5
3 1 .5 .5 100.0
Total 198 100.0 100.0

Figure 3
From the above table, our most of the respondent nationality are Omani which is 69.7% and
other is 29.8%.
41
Figure 4
Income
Table 5- Income
Cumulative
Valid less than 400 49 24.7 24.7 24.7
401-801 85 42.9 42.9 67.7
802-1202 37 18.7 18.7 86.4
1203-1603 22 11.1 11.1 97.5
more than 2004 5 2.5 2.5 100.0
Total 198 100.0 100.0

Figure 5
From the above table, we observed that most of the respondent income level is under the income
level are (401-801) and the percentage is 42.9%. The less income level percentage is more than
2004 which percentage is only 2.5%.

42
Figure 6
Reliability Analysis
In this research project reliability test will be used by the Cronbach's Alpha (α) to test the reliability
test of all variables which are included with dependent variable and independent variable. The
reliability test will be more reliable if the Cronbach's Alpha value is 0.6 (Nunnally, 1978).
Reliability Analysis
variables No of items Cronbach's Alpha (α)
Customers satisfaction 4 .578
Service quality 5 .594
Website features 5 .567

43
Safety & security 5 .557
Figure 7
From the above table shows us that, the reliability test for all four variables. The all variables
have almost near Cronbach's Alpha (α) 0.6. In this table, the highest Cronbach’s Alpha (α) is
.594 and the lowest Cronbach's Alpha (α)is .557. For the rest of two variables website features
and customers satisfaction Cronbach's Alpha (α) are .569 and .578.
Normality analysis and descriptive statistics
Normality analysis is also a part descriptive statistics. For this research our independent and
dependent variable influence customers to satisfy on internet banking. Here independent variables
are service quality, website features and safety & security.
Tests of Normality
Kolmogorov-Smirnova Shapiro-Wilk
Statistic df Sig. Statistic df Sig.
Sq .074 198 .010 .976 198 .002

Wf .084 198 .002 .972 198 .001
SS .087 198 .001 .963 198 .000
SAT .173 198 .000 .909 198 .000
a. Lilliefors Significance Correction

Figure 8
Table-31
Descriptive Statistics
Mean Std. Deviation N
SAT 2.0896 .69524 198

Sq 2.6263 .78029 198
Wf 2.5848 .77261 198
SS 2.5929 .79219 198
44
From the above table, we can observe statistics, DF, significance for Kolmogorov-Smirnova and
statistics, DF, significance for Shapiro-Wilk. In normality analysis we can see the low significance
for Sat (0.00), then rest of SS (.001), Wf (.002) and Sq. (.010). Also we can see the highest standard
deviations for safety & security .792 then rest of .782 for Sq., .772 for Wf and .695 for Sat. under
we can check the histogram for each variable. Here we will show the each variable standard
deviation and mean for each variable for our clear idea.
REGRESSION
Linear regression is essential for the independent and dependent variables. This analysis is consist
with correlations, ANOVA, R Square and Coefficients.
Table-32
Correlations
SAT Sq Wf SS
Pearson Correlation SAT 1.000 .504 .495 .444
Sq .504 1.000 .498 .542
Wf .495 .498 1.000 .519
SS .444 .542 .519 1.000

Sig. (1-tailed) SAT . .000 .000 .000
Sq .000 . .000 .000
Wf .000 .000 . .000
SS .000 .000 .000 .
N SAT 198 198 198 198
Sq 198 198 198 198
Wf 198 198 198 198
SS 198 198 198 198
Table-33
45
Model Summaryb
Std. Error Change Statistics
Mod R Adjusted R of the R Square F Sig. F Durbin-

el R Square Square Estimate Change Change df1 df2 Change Watson
1 .589a .346 .336 .56636 .346 34.286 3 194 .000 1.990
a. Predictors: (Constant), SS, Wf, Sq
b. Dependent Variable: SAT

Figure 9
From the above table, the R Square value is .346 and Sig. F Change is .000 and Adjusted R Square
is .336. For the R Square percentages is 34.6%, Std. Error of the Estimate is .56636. It reflects that
total 34.6% independent variable are influences the dependent variable to satisfy internet banking.
Table-34
ANOVAa
Model Sum of Squares df Mean Square F Sig.
1 Regression 32.993 3 10.998 34.286 .000b
Residual 62.228 194 .321
Total 95.221 197
a. Dependent Variable: SAT

b. Predictors: (Constant), SS, Wf, Sq
Figure 10
From the ANOVA table, it shows that independent and dependent variables can be considered
the p value is less than 0.05. Here the F value s 34.286 and significance is 0.000 which means
that the P value is less than 0.05. That’s means our variables are significantly considered for the
variables.
Table-35
Coefficientsa
46
Standardized
Unstandardized Coefficients Coefficients Collinearity Statistics
Model B Std. Error Beta t Sig. Tolerance VIF
1 (Constant) .443 .168 2.639 .009
Sq .257 .065 .288 3.979 .000 .642 1.557
Wf .249 .064 .277 3.888 .000 .664 1.507
SS .126 .064 .144 1.960 .051 .624 1.603
a. Dependent Variable: SAT
Figure 11
Service quality Vs. Customers satisfaction
H1: There is a significant relationship between service quality and customers satisfaction on
internet banking.
From the above table the Standardized Coefficients Beta for service quality is .288 which
significance value is .000. It means that the p value is less than 0.05. Therefore it can be concluded
that, H1 is supported because of There is a significant relationship between service quality and
customers satisfaction on internet banking.
Website features Vs. Customers satisfaction
H2: There is a significant relationship between website features and internet/online banking
customer’s satisfaction.
From the above table the Standardized Coefficients Beta for website features is .277 which
significance value is .000. It means that the p value is less than 0.05. Therefore it can be concluded
47
that, H2 is supported because of There is a significant relationship between website features and
internet/online banking customer’s satisfaction.
Safety & security Vs. Customers satisfaction
H3: There is a significant relationship between safety & security and customer’s satisfaction on
internet/online banking.
From the above table the Standardized Coefficients Beta for safety & security is .144 which
significance value is .051. It means that the p value is near 0.05. Therefore it can be concluded
that, H3 is supported because of H3: There is a significant relationship between safety & security
and customer’s satisfaction on internet/online banking.
Table-36
Hypothesis
No Hypothesis Results
H1 There is a significant relationship between service quality Supported
and customers satisfaction on internet banking.
H2 There is a significant relationship between website Supported

features and internet/online banking customer’s
satisfaction.
48
H3 There is a significant relationship between safety & Supported

security and customer’s satisfaction on internet/online
banking.
Figure 12
Summary
This chapter discussed about descriptive analysis for demographic, reliability analysis for
variables, normality and descriptive analysis and regression analysis. At last, also hypothesis given
for reliability considerations. The independent variables in this research are service quality,
website features and safety & security and the dependent variable is customer’s satisfaction in
internet banking. For this research data analysis we used the latest version the Statistical Package
for the Social Science (SPSS) version 22 software. We collect almost research questionaries’ 198.
Chapter 5
Introduction
This chapter will discussed about recommendation and conclusion for the research. First of all, we
will discussed about research questions after that recommendation, following by limitation of the
study, recommendation for the future and finally conclusion for the whole research.
Discussion about research objectives

49
In this section we will try to find the research objectives. In this research paper our independent
variables service quality, website features, safety & security with dependent variables which is
customer’s satisfaction.
Relationship between service quality and customer’s satisfaction
Based on the chapter 4 results that are analyzed in the coefficients table shows that, the significant
value for the independent variable of service quality is 0.000which is less than 0.05. If the P value
is less than 0.05, there will be a significant relationship between independent variables with
dependent variables. There for it shows that, there is a significant relationship between service
quality and customers satisfaction on internet/online banking.
Relationship between website features and customer’s satisfaction
From the chapter 4 results that are analyzed in the coefficients table shows that, the significant
dependent variables. There for it shows that, there is a significant relationship between website
features and internet/online banking customer’s satisfaction.
Relationship between safety & security and customer’s satisfaction
From the chapter 4 results that are analyzed in the coefficients table shows that, the significant
50
dependent variables. There for it shows that, there is a significant relationship between safety &
security and customer’s satisfaction on internet/online banking.
Limitation of the study
Every researcher they face more or less limitation when they do research, also we have faced some
difficulties when carried out the whole research. The limitation are time constrains, lack of proper
information & articles in Oman contest and limited knowledge on SPSS software. The first
constrains is time. To do a better survey, time is very important to make good questionnaires,
collecting the date and analysis the data. After that, the next limitation is not available resources
for the research study such as articles, magazines. In this Oman contest there is not enough
information about internet banking customer’s satisfaction. At last limitation is, not enough
knowledge about the data analysis software SPSS. As business students, it is little bit difficulty to
analysis and use all features in SPSS software to analysis our data, because better analysis
knowledge can give better results.
Recommendation for the future research
There is no research without limitation, for that reason it creates opportunities for futures research.
It is suggested that also for future research, the researchers are advised for the future research to
collect more than 198 sets of questionnaires, and this will give better findings for the future
research. There should be add more independent variables to get more reliable results, this is
another recommendation for the future. The researchers may either add more independent
variables or not. For another recommendation, researchers can change dependent variable to
understand the research for better way. Researchers can do research in big regional area to select
51
there sampling. They can do their research not only using one bank but also can take more banks
to compare their customer’s satisfaction in internet/online banking. Furthermore, the future
researcher can use better sampling method which is probability sampling, this can gives the
researchers more generalize results compared to nonprobability sampling.
Conclusion
This is the last chapter for the whole research. In this chapter we discussed research objectives,
recommendation for the future research. This chapter also discussed about the limitation what we
faced in this whole research.
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58
Appendices:
Sohar University
Faculty of Business
59
Research project
Questionnaire
Dear respondent,
We are a team of student from the Business Faculty of Sohar University, conducting this research
in order to study the relationship between customer’s satisfaction and service quality, safety
& security and website features in internet banking, Bank Muscat. We are looking for your
kind cooperation to give the questions answers in this questionnaire. We would like to know you,
that there is no right or wrong answers to these questions.
For your kind information, this survey will take approximately 3 - 5 minutes to complete. The
answers will provide only for academic purpose and its output will be used for research purpose
only. Please be secure that, the details and information's of participants will be kept strictly private
and confidential and we will maintain ethical issues.
Your invaluable assistance is highly appreciated
: ‫ ة‬/‫ أختي العزيز‬/‫أخي‬
‫ نقوم بدراسة العالقة بين رضا العمالء من ناحية‬,‫نحن فريق من طلبة كلية التجارة بقسم إدارة األعمال في جامعة صحار‬
‫ نحن‬.)‫ تصميم الموقع ومميزاته‬،‫ األمن والسالمة‬،‫الخدمات المصرفية البنكية في بنك مسقط والتي تؤثر عليها ( جودة الخدمة‬
.‫ والحصول على معلومات جيدة حول هذه الدراسة‬،‫نتطلع لتعاونكم الكريم معنا‬
‫ باإلضافة لذلك إن األجوبة‬،‫ وال يوجد إجابات صحيحة أو خاطئة‬،‫ دقائق‬5-3 ‫مع العلم أن هذا االستبيان يأخذ من وقتكم الثمين‬
‫ يرجى التأكد من بقاء معلومات المشاركين في سرية‬.‫لن تتوفر إال لغرض أكاديمي وسيتم استخدام النتائج لغرض األبحاث فقط‬
. ‫تامة‬
‫مساعدتك محل تقدير لدينا‬
Name:
Roksana Jahan -1
Amna AL-Dhahli -2
Amani Al-Aisaee -3
Dr. Davoud Nikbin
Part A- (Background information):

60
Age / ‫العمر‬
Below 20 - 20 ‫أقل من‬
20 - 29
30 - 39
40 - 49
50 and above – 50 ‫أكبر من‬
Gender / ‫النوع‬
Male - ‫ذكر‬
Female - ‫انثى‬
Nationality / ‫الجنسية‬
Omani - ‫عماني‬
Other - ‫أخرى‬
Monthly income/ ‫الدخل الشهري‬
Less than 400 - 400 ‫أقل من‬
401 - 801
61
802 - 1,202
1,203 - 1,603
More than 2,004 - 2004 ‫أكثر من‬
Part B - (The question):
Customer’s satisfaction
Customer satisfaction is an ambiguous and difficult. Satisfaction standards will vary from person
to person, and service to service. The state of satisfaction depends on a number of factors, which
consolidate as psychological, economic and physical factors. According to that, please, please tick
below the answer is best suited to you:
‫رضا العمالء‬
‫ حالة االرتياح تعتمد على عدد من العوامل‬.‫ ومن خدمة ألخرى‬،‫ تختلف معايير الرضا من شخص آلخر‬.‫أمر صعب وغامض‬ ٌ ‫رضا العمالء‬
.‫ يرجى وضع عالمة على المعيار األنسب لك‬،‫ من فضلك‬،‫ وفقا لذلك‬.‫التي تؤثر عليه مثل العوامل النفسية واالقتصادية والمادية‬
Strongly Strongly
Agree Neutral Disagree
NO Customer’s satisfaction – ‫رضا العمالء‬ Agree
‫أوافق‬ ‫محايد‬ ‫ال أوافق‬
Disagree
‫ال أوافق بشدة‬
‫أوافق بشدة‬
Overall I am satisfied with using the internet

banking services provided by the bank Muscat.
1
‫راض بشكل كبير عن الخدمات المصرفية عبر اإلنترنت التي‬ ٍ ‫أنا‬
.‫يقدمها بنك مسقط‬
I am happy with internet banking in bank
Muscat.
2
‫أنا سعيد بالخدمات المصرفية عبر االنترنت التي يقدمها بنك‬
.‫مسقط‬
Bank Muscat online services usually meet
my expectation.
3
‫الخدمات المصرفية عبر اإلنترنت لبنك مسقط غالبا ً ما تالمس‬
‫توقعاتي‬
My experience of using online banking services
4
in bank Muscat is positive.
62
‫تجربتي في استخدام الخدمات المصرفية عبر اإلنترنت لبنك‬

.‫مسقط هي تجربة إيجابية‬
Service quality
There is very strong relationship between quality of service and customer satisfaction.
Development of service quality of the bank can satisfy and improve attitudinal loyalty, which in
the end keep valued customers. Based on the statement above, please, answer the questions below:
‫جودة الخدمة‬
‫ تطوير جودة الخدمة في البنك يمكن أن يزيد من والء العمالء للبنك‬.‫هناك عالقة قوية جدا بين جودة الخدمة ورضا العمالء‬
:‫ يرجى اإلجابة على النقاط التالية‬،‫ استنادا إلى ما جاء أعاله‬.‫باإلضافة لذلك يَترك انطباع جيد لديهم‬
Strongly Strongly
NO Service quality – ‫جودة الخدمة‬ Agree
Disagree
Overall, I received a good quality from the

online banking services in bank Muscat.
1
‫لقد سبق وأن حصلت على نوعية جيدة من الخدمات المصرفية‬
.‫عبر اإلنترنت في بنك مسقط‬
My online transaction in bank Muscat is always
2 accurate.
.‫معامالتي المصرفية عبر اإلنترنت في بنك مسقط دائما دقيقة‬
Bank Muscat quickly resolves problems
3 that I encounter.
.‫يقوم بنك مسقط بحل سريع للمشاكل التي تواجهني‬
At Bank Muscat’s employees have the
Knowledge of my questions answer.
4
.‫لدى موظفي بنك مسقط المعرفة واألجوبة الكافية حول أسئلتي‬
63
Online banking services in bank Muscat usually

do not produce errors or defects.
5
‫ال يوجد أخطاء أو عيوب في الخدمات المصرفية عبر اإلنترنت‬
.‫لبنك مسقط‬
Website features
Internet banking method has dramatically changed customer’s expectation with their banking
service. Growth of internet banking creates much easier for current customer to interact. Based on
this definition, please, answer the questions below for the online banking feature:
‫مميزات الموقع‬
‫ فتطور الخدمات المصرفية عبر اإلنترنت يخلق‬.‫الخدمات المصرفية عبر اإلنترنت واجهت تغيرات عديدة لكي تتماشى مع توقعات العمالء‬
:‫ أجب على النقاط أدناه‬،‫ من فضلك‬،‫ وبناء على هذا‬.‫طرق أسهل للعمالء الحاليين للتفاعل والتعامل مع الخدمات المصرفية‬
Strongly Strongly
NO Website features – ‫مميزات الموقع‬ Agree
Disagree
The speed of logging account is fast.

1
.‫أستطيع تسجيل الدخول إلى حسابي بسرعة‬
It is easy to find all the important information
2 from the bank website.
.‫بإمكاني الحصول على معلوماتي بسهولة‬
The banks website is easy to navigate and
a simple to use.
3
‫أجد سهوله ووضوح في التنقل من صفحة ألخرى أثناء تعاملي‬
.‫مع الخدمات المصرفية عبر اإلنترنت لدى بنك مسقط‬
The banks site does not get you loss.
4
.‫ال أخسر عند تعاملي مع الخدمات المصرفية عبر اإلنترنت‬
The speed of log out of your account is fast.
5
.‫أستطيع تسجيل الخروج من حسابي بسرعة‬
64
Safety and securities
While the internet banking has been offering huge advantages and chances, it also shows different
safety and security risks. In addition to, the bank takes large steps to save the information
transmitted and processed. Based on this point, please, answer the questions below for the Safety
and securities in online banking:
‫األمن والسالمة‬
.‫ وتُظهر أيضا ً مختلف المخاطر التي تهدد أمن وسالمة حساب العميل‬،‫إن الخدمات المصرفية عبر اإلنترنت قد تقدم فرص ومزايا ضخمة‬
‫ أجب‬،‫ من فضلك‬،‫ استنادا إلى هذه النقطة‬.‫ومن خالل ذلك فإن البنك يأخذ خطوات كبيرة لحفظ المعلومات المرسلة والمستقبلة ومعالجتها‬
:‫على البنود التالية المرتبطة بسالمة األوراق المالية في الخدمات المصرفية عبر اإلنترنت‬
Strongly Strongly
NO Safety and securities – ‫األمن والسالمة‬ Agree
Disagree
The banks site is secure for your credit card

information.
1
‫هناك مستوى أمان عالي يقدمه بنك مسقط لمعلوماتي وبطاقة‬
.‫االئتمان الخاصة بي‬
You can rely on the information that you give
2 not being misused.
.‫يمكنني الوثوق بأن المعلومات التي حصلت عليها آمنه ودقيقه‬
You can rely on the information remaining in
3 the registration.
.‫يمكنني الوثوق بأن أي معلومة أضيفها تكون آمنه ومحمية‬
Overall, I feel safety when I use bank Muscat
4
internet banking services.
‫‪65‬‬
‫أنا أشعر باألمان عند استخدامي للخدمات المصرفية لبنك مسقط‬

‫عبر اإلنترنت‪.‬‬
‫‪I feel secure in providing sensitive information‬‬

‫‪for example credit card numbers for online‬‬
‫‪5‬‬ ‫‪transaction.‬‬
‫أشعر باألمان عند إعطاء معلومات مهمة مثل رقم بطاقة‬
‫االئتمان للخدمات المصرفية عبر اإلنترنت‪.‬‬

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1

The Factors influencing Customer’s Satisfaction with

e-Banking Services: A Study on Bank Muscat

Bachelor of Business Administration (Hon)

other similar titles.

PLACE: Sohar, Sultanate of Oman

Amani Mohammed Alessai-101342

Dr. Davoud Nikbin

Sohar University, Oman

CERTIFICATE BY THE SUPERVISOR

University or any other University or Institution of higher learning .

PLACE: Sohar, Sultanate of Oman

(Dr. Davoud Nikbin)

provided invaluable feedback for improving this research project.

this acknowledgment would be incomplete unless I express my gratitude and my deepest

them, I would not be who I am today.

Amani Mohammed Alessai-101342

Data Sources ........................................................................................................................................... 32

Figure 39 ........................................................................................................ Error! Bookmark not defined.

influencing customer’s satisfaction with e-banking services, a study on Bank

which was includes a 5 point likert scale. We were use self-administrated

questionnaire to collect primary data from sample of 198 respondents of bank

satisfaction in internet banking. It is support the hypothesis in each factor. Finally,

loyalty on both employees and customers.

question is that why clients are not using online banking?

specially Bank Muscat, Sohar Oman.

Background of the study:

first established in 1972.

online banking/E-banking to satisfy/dissatisfy clients in the context of Bank Muscat, Sohar.

 Safety & security and

of function because of customer’s security issues.

Gap-1: There is a lack of studies about internet banking customer’s satisfaction.

Oman, Bank Muscat.

In particular, this research seeks to answer the following questions:

banking services in bank Muscat?

online banking services in bank Muscat?

online banking services in bank Muscat?

The objectives of this research are given bellow:

banking services in bank Muscat.

banking services in bank Muscat.

banking services in bank Muscat.

Importance of the study

scientific achievement to provide extensive facility, increasing customers satisfaction by meeting

(Delafrooz et,al,. 2013).

especially Bank Muscat.

The scope of study

will be unusable. So we should know each and every terms of research.

Figure 1: 1Customer satisfaction driver

Customer’s satisfaction with internet banking

whether or not it will be useful in the Oman context.

whether or not it will be useful in the Oman context.

loyalty in internet banking.

especially in Oman. But it doesn’t imply that it can be generalized in Oman.

anywhere especially in Oman context.

with security issue.

can use that in GCC country specially in Oman context.

Customer’s satisfaction on service quality depends on customer’s expectation, past experiences,

satisfaction work interchangeably. According to Anderson and Zeithaml (1984), to achieve

expectation, performance and contribution. According to Parasuraman et al. (1988), customer’s

information presentation. During design stage, and implementation stage it is powerfully

website features. It is influencing the customers to accept online banking acceptance,

satisfaction. According to Broderick and Vachirapornpuk (2002), customer’s satisfaction comes

customer’s satisfaction and website speed.