Factors affecting customer's perception towards online banking transactions in Malaysia

Abdul Jalil, Majharul TALUKDER, Muhammad Rahman

Research output: Contribution to journalArticle

Abstract

A model for the customer's intention towards online banking transactions will be developed and empirically investigated in this paper. The theoretical model is tested using a structural equation modeling (SEM) technique. To achieve a more balanced finding among the online banking users in Malaysia, a self-administered questionnaire is designed and a total of 200 valid cases found from five major banks that are part of the customer's behavior towards online banking transactions used. The results show that mutual dependency has the strongest effect on the customer's expectancy variables, and that a customer's trust has a direct effect on intention towards online banking transactions. This paper provides banking service providers with guidelines to improve their organizational performance and ends with recommendations for future study.
Original languageEnglish
Pages (from-to)25-44
Number of pages20
JournalJournal of Business and Management
Volume20
Issue number1
Publication statusPublished - 2014

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Malaysia
Customer perception
Online banking
Factors
Questionnaire
Customer trust
Service provider
Direct effect
Expectancy
Organizational performance
Customer behavior
Banking services
Structural equation modeling

Cite this

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Factors affecting customer's perception towards online banking transactions in Malaysia. / Jalil, Abdul; TALUKDER, Majharul; Rahman, Muhammad.

In: Journal of Business and Management, Vol. 20, No. 1, 2014, p. 25-44.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Factors affecting customer's perception towards online banking transactions in Malaysia

AU - Jalil, Abdul

AU - TALUKDER, Majharul

AU - Rahman, Muhammad

PY - 2014

Y1 - 2014

N2 - A model for the customer's intention towards online banking transactions will be developed and empirically investigated in this paper. The theoretical model is tested using a structural equation modeling (SEM) technique. To achieve a more balanced finding among the online banking users in Malaysia, a self-administered questionnaire is designed and a total of 200 valid cases found from five major banks that are part of the customer's behavior towards online banking transactions used. The results show that mutual dependency has the strongest effect on the customer's expectancy variables, and that a customer's trust has a direct effect on intention towards online banking transactions. This paper provides banking service providers with guidelines to improve their organizational performance and ends with recommendations for future study.

AB - A model for the customer's intention towards online banking transactions will be developed and empirically investigated in this paper. The theoretical model is tested using a structural equation modeling (SEM) technique. To achieve a more balanced finding among the online banking users in Malaysia, a self-administered questionnaire is designed and a total of 200 valid cases found from five major banks that are part of the customer's behavior towards online banking transactions used. The results show that mutual dependency has the strongest effect on the customer's expectancy variables, and that a customer's trust has a direct effect on intention towards online banking transactions. This paper provides banking service providers with guidelines to improve their organizational performance and ends with recommendations for future study.

KW - Online banking

KW - customer behavior

KW - transactions

KW - Malaysia.

M3 - Article

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JO - Journal of Business and Management

JF - Journal of Business and Management

SN - 1535-668X

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ER -