Factors influencing the adoption of online banking services in the Klang Valley

Abdul Razak, Dzuljastri and Hamid, Rashinah and Tuan Azhari, Nurul Izzati and Sonari, Putri Sarah Qistina (2021) Factors influencing the adoption of online banking services in the Klang Valley. Asian Journal of Research in Business and Management, 3 (3). pp. 50-66. E-ISSN 2682-8510

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Abstract

Abstract: The purpose of this research is to study the factors that influence the use of online banking services among consumers in the Klang Valley. This research is conducted using the Technology Acceptance Model (TAM) with the extension of including the elements of trust and perceived risks as the significant predictors in influencing the adoption of online banking services by consumers. A questionnaire-based research design is adopted and respondents are selected by using convenience sampling. Data gathered from the questionnaires is processed using the SPSS tests such as factor analysis, reliability analysis, correlation and multiple regression analysis. Based on the findings, consumers’ propensity to trust is the main determinant that influence intention to use online banking services, followed by the perceived usefulness and perceived ease of use. The finding indicates no relationship between perceived risk and the intention to use online banking by customers may be due to broad risks factors. This study contributes to new knowledge for academicians. It is also beneficial for bank operators to formulate strategies that aim in increasing the usage of online banking services, especially during the COVID-19 pandemic crisis. This further emphasizes the need for an online banking strategy towards achieving e-payment goals.

Item Type:	Article (Journal)
Uncontrolled Keywords:	Online services, TAM, Klang Valley, COVID 19, E-payment
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > H Social Sciences (General) > H61.8 Communication of information
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences Kulliyyah of Economics and Management Sciences > Department of Finance
Depositing User:	Dr Dzuljastri Abdul Razak
Date Deposited:	24 Sep 2021 17:49
Last Modified:	24 Sep 2021 17:49
URI:	http://irep.iium.edu.my/id/eprint/92479

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