Quality System, Quality User, Quality Information, and Fraud Risk Management of Telecommunication Companies

Abstract

Fraud cases in Malaysia which involve internet users have been on the rise despite the preventive measures that have been established and implemented in the country. Thus, to prevent fraud, it is critical to investigate Malaysian telecommunications users' perceptions on the important elements of the quality information system for the purpose of fraud risk management. In this study, the elements which are investigated include the quality of the system (QS), the quality of the information (QI), and quality of the users (QU) for fraud risk management (FRM). An online survey was conducted by sending out a survey link to 500 Internet users; however, only 55 people (11%) responded to the survey. Reliability analysis shows that all items on QS, QI, QU, and FRM were reliable because the Cronbach’ Alpha is more than 0.900. In terms of the importance of the variables under investigation, there are positive and significant relationships between the dependent variable which is FRM and the independent variables, that is, QS, QI and QU and vice versa. There are also positive and significant relationship between the QS, QI and QU.