The impact of virtual banking towards customer satisfaction with conventional banking in Penang, Malaysia has been increased ever since the disruption of Digital Banking. With the outlined in Bank Negara Malaysia's Exposure Draft on Licensing Framework for Digital Banks, introduction of virtual banking will impact existing conventional banking if the latter does not continue to innovate and revolutionize to meet global digital change.
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CEMBA).