 Modelling client usage of e-statements: an empirical study in MalaysiaHussain Ali Bekhet and Basheer Abbas Mahmood Al-Alak International Journal of Banking, Accounting and Finance, 2014, vol. 5, issue 3, 309-328 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. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:injbaf:v:5:y:2014:i:3:p:309-328 Access Statistics for this article More articles in International Journal of Banking, Accounting and Finance from Inderscience Enterprises Ltd |
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