Bank selection and customers’ perception of banks in Malaysia

Norhazlin Ismail (), Zarehan Selamat and Ong Hway Boon
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Norhazlin Ismail: Faculty of Management, Multimedia University, Cyberjaya, Selangor, Malaysia
Ong Hway Boon: Faculty of Management, Multimedia University, Cyberjaya, Selangor, Malaysia

Philippine Review of Economics, 2004, vol. 41, issue 2, 103-122

Abstract: The process customers go through in choosing a bank has been studied for several decades using different approaches. Understanding the needs and analyzing how the customers select their banks are crucial steps towards the improvement of customer satisfaction. In this study, an attempt is made to identify the determinants of bank selection and customers’ perception of banks in Malaysia.

Keywords: banking; marketing; customer satisfaction; Malaysia (search for similar items in EconPapers)
JEL-codes: E11 E12 O11 (search for similar items in EconPapers)
Date: 2004
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