The sample is designed to mirror the country’s demographics – interviews segmented by state, age, gender, race and urban density follow the Malaysian demographics as captured in the 2010 census.
The two-month online survey was conducted across more than respondents randomly selected from consumer online panels to answer questions on customer experience attributes for specific industries.
Consumer panels were randomly approached with an online invitation for this survey. Consumers aged 18 and above who had interacted with their primary bank in the past 6 months were selected for the survey.
Each consumer was asked to identify their primary bank – the bank they interacted with the most in the past months and which they considered as “primary bank” for this period. Feedback was collated mostly on respondents’ perceptions of the primary bank’s performance, based on their most recent experience.
Primary banks with a lower base of consumers have not been included for extensive and detailed analysis in this research.
About this report
In this first Customer Experience Management report for Malaysia’s Retail Banking industry, Frost & Sullivan explores the relationship of the experiences provided by banks for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, through the companies' touch-points.
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