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Mobile Banking Case Study

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3.0 INTRODUCTION
Methodology is the process used to collect information and data for the purpose of making business decisions. This section discusses about research design, data collection methods, questionnaire development and sampling. It was important to determine the study is accordance to the appropriate method and procedure in conducting the study. This data collection that gathered from the research would hope to assist the customers in Kota Bharu, Kelantan well-defined on the impact of using mobile banking on improving customer’s satisfaction.
3.1 RESEARCH DESIGN
Research design is a framework or blueprint for conducting the marketing research project. It details the procedures necessary for obtaining the information needed to structure …show more content…

The relationship between independent variable (reliability, purposiveness, tangible and empathy) and the impact of using mobile banking on improving customer’s satisfaction in Kota Bharu is being measured. The questionnaires are tested through pilot study. According to Sekaran (2006), the nominal scale is one that allows assigning subjects to certain categories or groups. Furthermore, nominal scale is used for obtaining personal data that consist of gender and job position. Apart from that, the nominal scale gives some basics categorical and gross information (Sekaran, …show more content…

There are consists four sections. Section A is label as demographic section which includes the background of the respondent. This section consists of background of the respondent such as age, gender, job position and etc. The nominal, ratio and ordinal scale is use to gather data from the respondent. Section B consists of question regarding on dependent variable in order to know the effect of using mobile banking of Islamic bank’s employees in Kota Bharu. Meanwhile, Section C and Section D will consist of question regarding the independent variable that involves trust, social influence, usefulness and cost. This section will use interval scale of questionnaire to gather the data that will answer the research question regarding the relationship between independent variable and dependent variables. The questionnaire most appropriate for sample sampling because can easily distributed the questionnaire at random to the respondent whom professional and non-professional group. It only takes a few minutes to answer the question. Lastly, the data was analysed by using Statistical Package for Social Sciences (SPSS) version

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