E-Banking Services Acceptance in Malaysia

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Author(s): Glaret Shirley Sinnappan (Tungku Abdul Rahman University College, Malaysia), Kai Zhong Chua (Tungku Abdul Rahman University College, Malaysia)and Bee Chin Ong (Tungku Abdul Rahman University College, Malaysia)
Copyright: 2022
Pages: 20
Source title: Handbook of Research on Social Impacts of E-Payment and Blockchain Technology
Source Author(s)/Editor(s): P.C. Lai (University Malaya, Kuala Lumpur, Malaysia)
DOI: 10.4018/978-1-7998-9035-5.ch018

Keywords: Business & Management / Business Science Reference / E-Commerce

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Abstract

This study is aimed at examining the factors that affect the acceptance of electronic banking (e-banking) services in Malaysia, based on the variables of technology acceptance model (TAM) which consists of perceived usefulness and perceived ease of use with another two variables, which are security and privacy, as well as social norms. The purpose of this study is to increase the number of users of e-banking services in Malaysia. The model was tested with an online survey sample (n = 270), structured interview (n = 10), and focus group (n = 8). Data gathered from the online survey was analysed using SPSS software. The result revealed a significant and positive relationship between perceived usefulness as well as security and privacy towards acceptance of e-banking services while an insignificant relationship is found between perceived ease of use and social norms towards the e-banking services in Malaysia. Of all the variables, perceived usefulness has the greatest influence on the acceptance of e-banking service in Malaysia.

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