Abstract
The main purpose of this research is to investigate the factors that influence adopters to take up the Internetbanking services in Malaysia. The sampling units in this survey are the adopters of Internet banking who wereusing it for at least six months. A total of 116 useable questionnaires was coded and analyzed by using SPSSsoftware. Statistical methods like descriptive analysis, factor analysis and regression analysis were used in thisresearch. The regression results showed that Complexity, Security and Ccustomer Experience were theinfluencing factors of Internet banking services. However, Individual Characteristics was found to be partiallyinfluencing the adopters in their decision to adopt the Internet banking facilities.
Highlights
Internet banking plays an increasingly important role in the banking industry
Items to measure the complexity were adapted from Tan & Teo (2000), items to measure security were adapted from Hernandez & Mazzen (2007) and the items of customer experiences were adapted from Karjaluoto et al (2002)
The results showed that 45.7 % of the respondents are using Internet banking between 4-6 years, and followed by 1-3 years (30.2%)
Summary
Internet banking plays an increasingly important role in the banking industry. Internet banking can be described as the banking transactions provided by a particular bank to its users through a computer. In Malaysia, Maybank pioneered to provide online banking services to their users through its web portal. Prior to 2002, only the foreign banks were allowed to provide online banking transactions in Malaysia. According to Association of Banks in Malaysia (ABM), the commercial banks have been investing substantially in services terminal and e-banking centers, as well as infrastructure for Internet and tele-banking. The widespread acceptance or adoption of Internet banking is, still lacking. According to The Edge, (2011) the penetration rate of Internet banking subscribers is still low and stands only at 4.10%
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