Abstract
Fourth Industrial Revolution has become the indicator for the traditional businesses in several sectors to be transformed to digital where it represents a change of the business activities and how to enhance customer’s acquisition. In the banking sector for instance, the number of digital savvy customers has been growing rapidly where the trends eventually translate to increased consumer demand for digital related services such as online banking. Other issue arises as well even there are rapid shift toward digital banking, several factors should be considered by traditional / incumbent banks in providing multiple channels and counter services However, based on secondary review, this research found that the adoption of digital banking infrastructure led the nation to high-income economy yet there remains some insufficient stages and demand side factors prevents the uptake of cashless technology. Many studies done on the customer’s intention and adoption but used the limited existing models or extended model in direct relationship. Therefore, this article reviews outlines of other dimension for determinants of customer’s adoption on digital banking services. In addition, this research proposes a conceptual framework to strengthen the relationship between variables to determine the customer’s adoption on digital banking services in Malaysia.
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