Internet Banking Service quality in Malaysia: an empirical investigation
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...
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| Format: | Article |
| Language: | English |
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Faculty of Electronic and Computer Engineering, Universiti Teknikal Malaysia Melaka
2017
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| Online Access: | http://psasir.upm.edu.my/id/eprint/62201/ http://psasir.upm.edu.my/id/eprint/62201/1/Internet%20Banking%20Service%20quality%20in%20Malaysia.pdf |
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| author | Ahmed Siddig, Mahgoub Elradi Abdullah, Rusli Jusoh, Yusmadi Yah A. Jabar, Marzanah |
| author_facet | Ahmed Siddig, Mahgoub Elradi Abdullah, Rusli Jusoh, Yusmadi Yah A. Jabar, Marzanah |
| author_sort | Ahmed Siddig, Mahgoub Elradi |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-15T11:12:11Z |
| format | Article |
| id | upm-62201 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T11:12:11Z |
| publishDate | 2017 |
| publisher | Faculty of Electronic and Computer Engineering, Universiti Teknikal Malaysia Melaka |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-622012019-04-22T03:58:32Z http://psasir.upm.edu.my/id/eprint/62201/ Internet Banking Service quality in Malaysia: an empirical investigation Ahmed Siddig, Mahgoub Elradi Abdullah, Rusli Jusoh, Yusmadi Yah A. Jabar, Marzanah 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. Faculty of Electronic and Computer Engineering, Universiti Teknikal Malaysia Melaka 2017 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/62201/1/Internet%20Banking%20Service%20quality%20in%20Malaysia.pdf Ahmed Siddig, Mahgoub Elradi and Abdullah, Rusli and Jusoh, Yusmadi Yah and A. Jabar, Marzanah (2017) Internet Banking Service quality in Malaysia: an empirical investigation. Journal of Telecommunication, Electronic and Computer Engineering, 9 (3-4). 151 - 156. ISSN 2180-1843; ESSN: 2289-8131 http://journal.utem.edu.my/index.php/jtec/article/view/2935 |
| spellingShingle | Ahmed Siddig, Mahgoub Elradi Abdullah, Rusli Jusoh, Yusmadi Yah A. Jabar, Marzanah Internet Banking Service quality in Malaysia: an empirical investigation |
| title | Internet Banking Service quality in Malaysia: an empirical investigation |
| title_full | Internet Banking Service quality in Malaysia: an empirical investigation |
| title_fullStr | Internet Banking Service quality in Malaysia: an empirical investigation |
| title_full_unstemmed | Internet Banking Service quality in Malaysia: an empirical investigation |
| title_short | Internet Banking Service quality in Malaysia: an empirical investigation |
| title_sort | internet banking service quality in malaysia: an empirical investigation |
| url | http://psasir.upm.edu.my/id/eprint/62201/ http://psasir.upm.edu.my/id/eprint/62201/ http://psasir.upm.edu.my/id/eprint/62201/1/Internet%20Banking%20Service%20quality%20in%20Malaysia.pdf |