Title: Modelling client usage of e-statements: an empirical study in Malaysia

Authors: Hussain Ali Bekhet; Basheer Abbas Mahmood Al-Alak

Addresses: Graduate Business School, College of Graduate Studies, Universiti Tenaga Nasional (UNITEN), 43000 Selangor, Malaysia ' Faculty of Economics and Administrative Sciences, Al-Zaytoonah University of Jordan, P.O. Box 130 Amman 11733, Jordan

Abstract: The objective of the current study was to investigate the major e-statement quality dimensions affecting the usage of e-statements by account holders in Malaysia, and to see how this use influenced behaviour. The study used a survey questionnaire distributed to a convenient sample of 1,000 bank account holders in Malaysia. An e-statement usage model was proposed based on a literature review and testing of two hypotheses. A multiple regression model was used to analyse the survey data. Only six predictor domains out of 13 were found to affect usage of the e-statements. It was also revealed that usage had a direct positive impact on behaviour. It was implied that financial institutions offering e-statement services should formulate bank marketing strategies that take into consideration e-statement quality dimensions that are highly evaluated by clients and which clients perceive as having the strongest impact on their usage of this service.

Keywords: e-statements; usage behaviour; service quality dimensions; e-banking; e-finance; Malaysia; modelling; electronic statements; online statements; bank statements; electronic banking; electronic finance; online banking; bank marketing strategies.

DOI: 10.1504/IJBAAF.2014.064313

International Journal of Banking, Accounting and Finance, 2014 Vol.5 No.3, pp.309 - 328

Available online: 14 Aug 2014 *

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