Read the full-text of this article for free

Title: Factors Affecting Customer's Perceptions Towards Online Banking Transactions in Malaysia

Authors: Md. Abdul Jalil; Majharul Talukder; Muhammad Khalilur Rahman

Addresses: Author address listing can be found in the "About the Authors" section at the end of the article.

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.

Keywords: Online banking; customer perceptions; banking transactions; structural equation modeling.

DOI: 10.1504/JBM.2014.141218

Journal of Business and Management, 2014 Vol.20 No.1, pp.25 - 44

Published online: 05 Sep 2024 *