A Study of Users and Non-Users of Internet Banking in Malaysia

Abstract

Abstract —This study aims to identify the perceptual differences between Internet Banking Adopters and Non-adopters especially in the Malaysian Retail Banking Sector. It investigates whether the perception varies between adopters and non-adopters on the adoption factors such as easier to operate, convenient to use, hassle free, reliable, safer to use and requirement for good Internet connections. This study employs a quantitative approach using a questionnaire survey at selected banks in Malaysia. The results indicate that there are significant differences in perception between internet banking adopters and non-adopters in terms of easier to operate, convenient, no hassle, reliable, safer to use and requirement for good Internet connections. Therefore, the result suggests managerial implications for retail bankers in Malaysia to minimize the risk perception of the internet banking among the non-adopters of the internet banking. Index Terms —Internet banking, adopters, non-adopters, retail banking, perceptions.