The Effect of Perceived Usefulness, Reliability, and COVID-19 Pandemic on Digital Banking Effectiveness: Analysis Using Technology Acceptance Model

Erlane K. Ghani, Mazurina Mohd Ali (), Muhammad Nazmy Rezzaimy Musa and Akrom A. Omonov
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Erlane K. Ghani: Faculty of Accountancy, Universiti Teknologi MARA, Cawangan Selangor, Puncak Alam 42300, Malaysia
Mazurina Mohd Ali: Faculty of Accountancy, Universiti Teknologi MARA, Cawangan Selangor, Puncak Alam 42300, Malaysia
Muhammad Nazmy Rezzaimy Musa: Faculty of Accountancy, Universiti Teknologi MARA, Cawangan Selangor, Puncak Alam 42300, Malaysia
Akrom A. Omonov: Department of Banking, Tashkent Institute of Finance, Tashkent 100000, Uzbekistan

Sustainability, 2022, vol. 14, issue 18, 1-16

Abstract: This study examined the digital banking effectiveness of a bank. This study specifically explored the effect of perceived usefulness, banking system reliability, and COVID-19 pandemic on the digital banking effectiveness of a bank in Malaysia based on the technology acceptance model (TAM). Data collection was undertaken using a questionnaire survey involving 228 clients of the bank. The findings indicated that two of the chosen factors, namely, perceived usefulness and reliability of the banking system, significantly influenced digital banking effectiveness. On the other hand, the findings also showed that the COVID-19 pandemic did not influence digital banking effectiveness, per the bank clients’ perspective. The study’s findings provide insight into the future financial direction and addresses consumers’ financial needs. In addition, the findings help develop an overview of the industry based on one of the prominent financial institutions in Malaysia.

Keywords: perceived usefulness; reliability; banking system; COVID-19; bank (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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