Users' adoption of e‐banking services: the Malaysian perspective

Abstract

Purpose - The purpose of this paper is to explore the determinants of users' adoption momentum of e-banking in Malaysia. Design/methodology/approach - A questionnaire with four-point Likert scale is applied to 324 usable responses. Ten attributes are tested, namely convenience of usage, accessibility, features availability, bank management and image, security, privacy, design, content, speed, and fees and charges. Findings - Results indicate that all elements for ten identified factors are significant with respect to the users' adoption of e-banking services. Privacy and security are the major sources of dissatisfaction, which have momentously impacted users' satisfaction. Meanwhile, accessibility, convenience, design and content are sources of satisfaction. Besides, the speed, product features availability, and reasonable service fees and charges, as well as the bank's operations management factor are critical to the success of the e-banks. WAP, GPRS and 3G features from mobile devices are of no significance or influence in the adoption of e-banking services in this study. Results also reveal that privacy, security and convenience factors play an important role in determining the users' acceptance of e-banking services with respect to different segmentation of age group, education level and income level. Research limitations/implications - The use of convenience sampling in this study weakens research objectivity. This study excludes the voice of non-users and non-users' views should be taken into account in future study. Practical implications - The results are expected to provide a practical contribution in the area of retail banking and in understanding consumer behavior in the Malaysian business-to-business financial services industry. Originality/value - This paper is the extension of an earlier study by Suganthi et X which identified seven factors affecting the adoption of internet banking, with 17 elements, This study examines a wider scope of factors that consist of ten attributes with 78 elements based on the extant literature.