Title: Attitude towards internet banking: a study of influential factors in Malaysia

Authors: L. Shu-Fong, F. Mei Yin, S.S. Kah Ming, N. Oly Ndubisi

Addresses: School of Business, Monash University Malaysia, #2 Jalan Kolej, Bandar Sunway, 46150 Petaling Jaya, Selangor, Malaysia. ' School of Business, Monash University Malaysia, #2 Jalan Kolej, Bandar Sunway, 46150 Petaling Jaya, Selangor, Malaysia. ' School of Business, Monash University Malaysia, #2 Jalan Kolej, Bandar Sunway, 46150 Petaling Jaya, Selangor, Malaysia. ' School of Business, Monash University Malaysia, #2 Jalan Kolej, Bandar Sunway, 46150 Petaling Jaya, Selangor, Malaysia

Abstract: This research investigates the impact of personalisation, task familiarity, accessibility, security/trust and resistance to change on the attitude towards Internet Banking (IB) by Malaysia bank customers using the Technology-Acceptance Model (TAM). The study hypothesises that these factors have indirect effect on the attitude towards IB through perceived usefulness and perceived ease-of-use. A total of 200 respondents were surveyed and the results showed that usefulness and ease-of-use perceptions have impacts on the attitude towards IB adoption. Moreover, they had indirect impact on attitude.

Keywords: consumer attitudes; internet banking; IB adoption; technology acceptance model; TAM; ease-of-use perceptions; Malaysia; online banking; e-banking; electronic banking; personalisation; task familiarity; accessibility; security; trust; resistance to change.

DOI: 10.1504/IJSTM.2007.012217

International Journal of Services Technology and Management, 2007 Vol.8 No.1, pp.41 - 53

Available online: 29 Jan 2007 *

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