Understanding User Satisfaction in Online Banking: The Role of Technology Perceptions

Abstract

The rapid advancement of digital technologies has transformed the banking industry, positioning online banking as a primary channel for financial service delivery. Despite its widespread adoption in Malaysia, concerns regarding usability, functionality, and security continue to shape users’ banking experiences. This study examines the level of user satisfaction among online banking users in Penang and investigates the influence of perceived ease of use, perceived usefulness, and perceived security on user satisfaction. Grounded in the Technology Acceptance Model (TAM), a quantitative research design was employed using a structured questionnaire administered to customers of Maybank, CIMB Bank, and Public Bank in Penang. A total of 355 valid responses were collected through purposive sampling and analysed using IBM SPSS Statistics Version 28. Descriptive statistics and multiple regression analysis were employed to address the research objectives. The findings indicate a high level of user satisfaction with online banking services. Perceived ease of use and perceived security significantly influenced user satisfaction, while perceived usefulness had no significant effect. Perceived ease of use emerged as the strongest predictor. The study extends TAM within the Malaysian online banking context and highlights the importance of providing simple, secure, and user-friendly digital banking experiences.