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Bank selection and customers’ perception of banks in Malaysia

Author

Listed:
  • Norhazlin Ismail

    (Faculty of Management, Multimedia University, Cyberjaya, Selangor, Malaysia)

  • Zarehan Selamat

    (Faculty of Management, Multimedia University, Cyberjaya, Selangor, Malaysia)

  • Ong Hway Boon

    (Faculty of Management, Multimedia University, Cyberjaya, Selangor, Malaysia)

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.

Suggested Citation

  • Norhazlin Ismail & Zarehan Selamat & Ong Hway Boon, 2004. "Bank selection and customers’ perception of banks in Malaysia," Philippine Review of Economics, University of the Philippines School of Economics and Philippine Economic Society, vol. 41(2), pages 103-122, December.
    • Handle: RePEc:phs:prejrn:v:41:y:2004:i:2:p:103-122
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    File URL: http://pre.econ.upd.edu.ph/index.php/pre/article/view/177/582
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    More about this item

    Keywords

    banking; marketing; customer satisfaction; Malaysia;
    All these keywords.

    JEL classification:

    • E11 - Macroeconomics and Monetary Economics - - General Aggregative Models - - - Marxian; Sraffian; Kaleckian
    • E12 - Macroeconomics and Monetary Economics - - General Aggregative Models - - - Keynes; Keynesian; Post-Keynesian; Modern Monetary Theory
    • O11 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Macroeconomic Analyses of Economic Development

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