Internet Banking Service Quality in Malaysia: An Empirical Investigation

Authors

  • Mahgoub Elradi Department of Software Engineering and Information Systems, Faculty of Computer Science and Information Technology, Universiti Putra Malaysia, 43400 UPM Serdang, Malaysia.
  • Rusli Abdullah Department of Software Engineering and Information Systems, Faculty of Computer Science and Information Technology, Universiti Putra Malaysia, 43400 UPM Serdang, Malaysia.
  • Yusmadi Yah Jusoh Department of Software Engineering and Information Systems, Faculty of Computer Science and Information Technology, Universiti Putra Malaysia, 43400 UPM Serdang, Malaysia.
  • Marzanah A. Jabar Department of Software Engineering and Information Systems, Faculty of Computer Science and Information Technology, Universiti Putra Malaysia, 43400 UPM Serdang, Malaysia.

Keywords:

Behavioral Intention, Internet Banking Services, Service Quality Dimensions, User Acceptance,

Abstract

This study is among the first research that develops an instrument to measure Internet Banking Service (IBS) quality in Malaysian context based on Technology Acceptance Model (TAM) and nine service quality dimensions. The objective of this research is to highlight the weaknesses and strengths of IBS quality dimensions from Malaysian users’ perspectives in order to increase the adoption of IBS. Five hundred and forty seven questionnaires were distributed and collected from the Klang Valley area in Selangor state. Data was analyzed using descriptive statistics. The study results show that Malaysian Internet Banking users’ have attitudes and intentions of using IBS (mean rating more than 3.00). Furthermore, Malaysians users realize the advantages of using IBS by giving high mean ratings for service quality dimensions to ease of use, competence, product/service portfolio, reliability, security/privacy, and relative advantage. However, other dimensions such as response and contact, efficiency, and enjoyment obtained relatively low mean ratings as indictor of users’ behavioral intentions towards IBS. Implications and suggestions for future research were given.

Downloads

Published

2017-10-20

How to Cite

Elradi, M., Abdullah, R., Jusoh, Y. Y., & Jabar, M. A. (2017). Internet Banking Service Quality in Malaysia: An Empirical Investigation. Journal of Telecommunication, Electronic and Computer Engineering (JTEC), 9(3-4), 151–156. Retrieved from https://jtec.utem.edu.my/jtec/article/view/2935

Issue

Vol. 9 No. 3-4: Special Issue on Software Engineering II

Section

Articles

License

TRANSFER OF COPYRIGHT AGREEMENT

The manuscript is herewith submitted for publication in the Journal of Telecommunication, Electronic and Computer Engineering (JTEC). It has not been published before, and it is not under consideration for publication in any other journals. It contains no material that is scandalous, obscene, libelous or otherwise contrary to law. When the manuscript is accepted for publication, I, as the author, hereby agree to transfer to JTEC, all rights including those pertaining to electronic forms and transmissions, under existing copyright laws, except for the following, which the author(s) specifically retain(s):

  1. All proprietary right other than copyright, such as patent rights
  2. The right to make further copies of all or part of the published article for my use in classroom teaching
  3. The right to reuse all or part of this manuscript in a compilation of my own works or in a textbook of which I am the author; and
  4. The right to make copies of the published work for internal distribution within the institution that employs me

I agree that copies made under these circumstances will continue to carry the copyright notice that appears in the original published work. I agree to inform my co-authors, if any, of the above terms. I certify that I have obtained written permission for the use of text, tables, and/or illustrations from any copyrighted source(s), and I agree to supply such written permission(s) to JTEC upon request.


Most read articles by the same author(s)