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Malaysia Retail Banking Competitor Benchmarking - Analyzing Top Players Market Performance and Share, Retention Risk, Financial Performance, Customer Relationships, Customer Satisfaction and Actionable Steps

Publisher GlobalData
Published Oct 13, 2022
Length 27 Pages
SKU # GBDT17503842

Description

Malaysia Retail Banking Competitor Benchmarking - Analyzing Top Players Market Performance and Share, Retention Risk, Financial Performance, Customer Relationships, Customer Satisfaction and Actionable Steps

Summary

Malaysia Retail Banking Competitor Benchmarking - Analyzing Top Players Market Performance and Share, Retention Risk, Financial Performance, Customer Relationships, Customer Satisfaction and Actionable Steps, which is part of a series of Malaysia content including country analysis and consumer profiles - analyzes financial performance, depth of customer relationships, and customer satisfaction. It ranks Malaysia's top banks across a range of criteria, from digital experience to product clarity and money management tools.

Malaysian banks increased their total divisional assets (TDA) from 2020 to 2021, indicating they have managed to recover well from with the impact of the COVID-19 pandemic. Public Bank and Maybank increased their market share in multiple segments from 2011 to 2021, entrenching their positions. CIMB also saw increases in its market share, except for the retail mortgage segment. Customers in this market are generally unlikely to switch provider; many have a tenure of over five years with their bank and describe themselves as likely or very likely to use their bank’s services to achieve a financial goal.

Scope
  • Public Bank and Maybank were able to increase their market share in all four major markets over 2011-21. RHB Bank and Hong Leong Bank were less successful, seeing their market shares decline in the credit card and personal loan spaces.
  • Unlike many other markets where loyalty rewards and competitive prices are the biggest driver of NPS, Malaysian consumers prioritize the support they receive to help them better use digital banking services.
  • AmBank has the highest NPS of any bank. However, this is an area of weakness across banks in Malaysia. Five of the eight banks recorded a negative NPS, with an average score of -1%.
Reasons to Buy
  • Identify factors affecting growth prospects across Malaysia’s current account, deposit, credit card, personal loan, and mortgage markets.
  • Track competitor gains and losses in market share.
  • Assess the financial performance of competitors.
  • Benefit from detailed analysis of the drivers of customer advocacy.

Table of Contents

27 Pages
  • Executive summary
    • Malaysia's banks are experiencing growth as we move away from COVID-19
    • Public Bank and Maybank consolidated their positions across all products
    • Maybank leads the current account market across all generations
    • Maybank dominates current account market share across all income demographics
    • Only three banks have positive NPS results
    • Bank Islam has been most successful at attracting new customers, while CIMB has struggled
    • Most customers use their primary banks' services to achieve a financial goal
    • Public Bank and Maybank perform best at cross-selling products
    • Help with digital banking is most strongly linked to NPS, while easy digital banking is the least influential factor
    • BSN ranks highest with respect to helping customers better use digital banking
    • RHB Bank is not supportive enough of ESG issues BSN has the highest average
  • Actionable Steps
    • Methodology
    • GlobalData's Global Retail Banking Analytics
    • GlobalData's 2022 Financial Services Consumer Survey

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