Information Technology in Malaysia: E-service quality and Uptake of Internet banking

Murali Raman () and Richard Stephenaus ()
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Murali Raman: Multimedia University Malaysia
Richard Stephenaus: Multimedia University Malaysia

Journal of Internet Banking and Commerce, 2008, vol. 13, issue 2, 01-18

Abstract: Internet banking is one of the most popular services utilized by the Malaysian retail banking customers in recent years. Despite its attractiveness, studies have shown that the quality of e-services is core a issue that influences adoption of Internet banking services worldwide. The objective of this study is to evaluate consumer perceptions on quality of e-services and Internet banking adoption in Malaysia. Results show that Internet banking users and non-users have different expectation towards e-service quality preferences. The implications are discussed and recommendations are made in order to improve Internet banking service quality in Malaysia.

Keywords: Banking; Information and communication technology (ICT); E-Service Quality; Internet banking (search for similar items in EconPapers)
JEL-codes: G24 (search for similar items in EconPapers)
Date: 2008
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