Methodology

There are two sources of data for research, which are the primary data and secondary data. In this study, we analyze the localizing sustainable development of performance quality for Maybank using primary and secondary data. The study's primary data is gathered using a questionnaire survey. Secondary data is usually defined in opposition to primary data (Mike Allen, 2017). To gather data and obtain accurate data, we used SPSS software.

In this study, to gather data, we use survey research methods such as quantitative research strategies using questionnaires with numerically rated items. We are using Google Forms as our platform. Therefore, for this research, a population of Maybank customers was used, and the frequency of usage was observed from 20 years old and below to 31 years old and above. As a result, they are our primary customer, and researchers are targeting the whole Malaysian population.

A total of 60 respondents were involved in answering our questionnaire. Gender, age, race, income level, and the reason customers opened a Maybank account in the first place are all part of the respondents' profile on the first part. The second part of the questionnaire evaluates at the Maybank banking industry's service quality, efficiency, sustainability, customer loyalty, and performance quality.

The questionnaires examine at a total of 21 questions. The questions in the second part of questionnaire are responded on a Likert-type scale ranging from "Strongly Disagree" to "Strongly Agree." The purpose of pilot testing is to determine the validity, understanding, and interpretation of the questions by various responders.