Driving Sustainable Growth: The Key Success Factors of a Bank in Malaysia

Liem Gai Sin; Ng Wei Chien; Jia Xin Liu; Wei Chen Li; Li Xin Zhang; Xin Tong Li; Yue Fei Sun; A.J. Ali; Daisy Mui Hung Kee

doi:10.32535/ijafap.v8i1.3829

Driving Sustainable Growth: The Key Success Factors of a Bank in Malaysia

Liem Gai Sin, Ng Wei Chien, Jia Xin Liu, Wei Chen Li, Li Xin Zhang, Xin Tong Li, Yue Fei Sun, A.J. Ali, Daisy Mui Hung Kee

Abstract

In today's fast-paced era, it is very important to maintain the awareness of sustainable development, and this awareness is particularly important in the development of banks. Hong Leong Bank is a multinational bank in Malaysia and one of the top five banks in Malaysia. It currently has more than 300 branches in Malaysia. The bank is technology-focused and focused on financial capabilities to serve customers in five regions. To develop better, the Bank must consider sustainable development strategies. Our research surveys and data combine to explore what kind of sustainability strategy the company implements to enable successful sustainable development. Through a sample questionnaire survey, we investigated how more than 100 banks from all walks of life are sustainable. The survey shows that it should be discussed from the perspective of the customer. First, environmental and social responsibility, pay attention to integrity, cherish employees, and integrate into the community. Our study highlights the need for a sustainability strategy in banks and explores the key factors for the successful development of Hong Leong Bank, which will help to improve the company's future development and user experience.

Keywords

Customer Service; Focus on Integrity; Social Responsibility; Society Integration; Strategic Sustainability

Full Text:

PDF

References

Dama, H. (2018). Analysis of good corporate governance implementation in improving banking performance in Gorontalo Province. Journal of International Conference Proceedings, 1(2). https://doi.org/10.32535/jicp.v1i2.303

Darmansyah, D., Said, L. R., & Swandari, F. (2024). The effect of corporate governance, regulatory compliance, and company size on enterprise risk management of Kalimantan regional development banks. Asia Pacific Journal of Management and Education, 7(1), 109-124. http://doi.org/10.32535/apjme.v7i1.293

Guang-Wen, Z., & Siddik, A. B. (2023). The effect of Fintech adoption on green finance and environmental performance of banking institutions during the COVID-19 pandemic: the role of green innovation. Environmental Science and Pollution Research, 30(10), 25959-25971. https://doi.org/10.1007/s11356-022-23956-z

Hong Leong Bank Berhad. (2021). Hong Leong Bank offers up to six-month loan and financing deferment and financing to flood victims. Hong Leong Bank. https://www.hlb.com.my/en/personal-banking/news-updates/hlb-six-month-loan-and-financing-deferment-and-financing-to-flood-victims.html

Hong Leong Bank Berhad. (2022). Hong Leong Bank partners PayNet to transform Sekinchan into the first cashless kampung in the country. Hong Leong Bank. https://www.hlb.com.my/en/personal-banking/news-updates/hlb-partners-paynet-to-transform-sekinchan-into-the-first-cashless-kampung-in-the-country.html

Hong Leong Bank Berhad. (2024a). Hong Leong Bank recognized for its community empowerment initiatives for fourth consecutive year. Hong Leong Bank. https://www.hlb.com.my/en/personal-banking/news-updates/hlb-recognized-for-its-community-empowerment-initiatives-for-fourth-consecutive-years.html

Hong Leong Bank Berhad. (2024b). Sustainability report 2024. Hong Leong Bank. https://www.hlb.com.my/content/dam/hlb/my/docs/pdf/About-Us/Investor-Relations/agm/2024/annual-report/hlb-sustainability-report-2024.pdf

Hong Leong Bank Malaysia. (2024a, August 29). FY2024 result analyst presentation. Hong Leong Bank Malaysia. https://www.hlb.com.my/content/dam/hlb/my/docs/pdf/About-Us/Investor-Relations/annual-quaterly-reports/2024/quarterly-financial-results/4th-q/hlb-q4fy24-results-presentation-public.pdf

Hong Leong Bank Malaysia. (2024b, November 28). Hong Leong Bank Announces Q1fy25 Results: Commencing the New Financial Year Strong with Growth in Core Franchise. Hong Leong Bank Malaysia. https://www.hlb.com.my/content/dam/hlb/my/docs/pdf/About-Us/Investor-Relations/annual-quaterly-reports/2025/quarterly-financial-results/1st-q/hlb-q1fy25-press-release.pdf

Kaniadakis, A., & Foster, P. (2024). The role of fintech startups and big banks in shaping trust expectations from blockchain use in mainstream financial markets. Technological Forecasting and Social Change, 203, 123376. https://doi.org/10.1016/j.techfore.2024.123376

Kartajaya, H., Kotler, P., & Hooi, D. H. (2019). Marketing 4.0: moving from traditional to digital. World Scientific Book Chapters, 99-123.

Long, J. (2019). The United Nations’ 2030 Agenda for Sustainable Development and the Impact of the Accounting Industry [Master’s thesis, Pforzheimer Honors College]. Digital Commons@Pace. https://digitalcommons.pace.edu/cgi/viewcontent.cgi?article=1277&context=honorscollege_theses

Mainardes, E. W., & Freitas, N. P. D. (2023). The effects of perceived value dimensions on customer satisfaction and loyalty: a comparison between traditional banks and fintechs. International Journal of Bank Marketing, 41(3), 641-662. https://doi.org/10.1108/IJBM-10-2022-0437

Murad, D. (2021, November 28). Has the ‘Great Resignation’ hit Malaysia? The Star. https://www.thestar.com.my/news/focus/2021/11/28/has-the-great-resignation-hit-malaysia

Murawska, D. (2020). Business involvement in activities for the benefit of local communities. Organizacja i Zarz?dzanie: kwartalnik naukowy, 2(50). https://doi.org/10.29119/1899-6116.2020.50.10

Nagarajah, A., & Kumar, J. (2022). An empirical analysis of the factors influencing employee turnover intention in the banking sector: Evidence from Penang, Malaysia. Journal of Academia, 10(1), 48–60.

Oriental Daily News, Malaysia. (2024a, November 28). The performance of the three major companies of the Hong Leong Group increased by 2 and 1 respectively. Hong Leong Bank increased its profit by 5.84% in the first quarter. Oriental Daily News, Malaysia. https://www.orientaldaily.com.my/news/business/2024/11/28/696130

Oriental Daily News, Malaysia. (2024b, December 2). Digital finance revamp in December! Bank and e-wallet users, please take a look! Oriental Daily News, Malaysia. https://www.orientaldaily.com.my/news/business/2024/12/02/696958

Tay, C. (2024, February 28). Hong Leong Bank’s 2Q profit up 4.4%, declares 25 sen dividend as associate contributions, write-backs offset lower net interest income. The Edge Malaysia. https://www.theedgemalaysia.com/node/702707

The Human Capital Hub. (2024, August 20). The rise of green banking: A business case for sustainability. The Human Capital Hub. https://www.thehumancapitalhub.com/articles/the-rise-of-green-banking-a-business-case-for-sustainability

The World Bank. (2020). Sustainable banking network (SBN) global progress report. The World Bank. https://documents.worldbank.org/curated/en/563041520939488095/pdf/WP-SBN-GlobalProgressReport-PUBLIC.pdf

DOI: https://doi.org/10.32535/ijafap.v8i1.3829