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THE EXTENT OF INTERNET BANKING SERVICES USAGE IN RELATION WITH CUSTOMERS’ PERCEIVED E-SERVICE QUALITY (PeSQ) OF MALAYSIAN BANKS IN PENANG: THE MODERATING ROLE OF ADOPTERS RISK PROFILE
Sri Zuliarni1, Hasnah Hj Haroon2, Sofri Yahya2

ABSTRAK Studi ini mengkaji perilaku penggunaan jasa Internet banking lanjutan dalam konteks nasabah tetap pada Bank nasional Malaysia di Penang. Kerangka penelitian berasaskan Technology Acceptance Model (TAM) dan modifikasi model Perceived e-Service Quality (PeSQ) untuk mengidentifikasi faktor yang mempengaruhi penggunaan jasa Internet banking lanjutan. Variabel penelitian diantaranya profil risiko pengguna, kegunaan yang diterima, kemudahan dalam penggunaan, kebolehpercayaan, ketanggapan, keselamatan, dan …show more content…

Besides opportunities of this channel, banks and financial institutions across the world face new challenges to the ways they operate, deliver services and compete with each other in the financial sector. Driven by these challenges, banks and financial institutions have implemented delivering their services using this channel (Chan&Lu, 2004; Cronon, 1997). Internet banking refers to the use of the Internet as a delivery channel for banking services, which include all traditional services such as balance enquiry, printing statement, fund transfer to other accounts, bill payment, and so on, and new banking services such as electronic bill presentment and payment (Frust, Lang&Nolle, 2000) without visiting to bank branch (Mukherjee&Nath, 2003; Sathye, 1999). Many commercial banks and financial institutions have implemented Internet banking services over the past decade. Compared with traditional over the counter banking, Internet banking does not offer face-to-face contact in what is essentially a one-to-one service relationship with the individual. As a result, Internet banking must deliver higher quality in order to compete. Understanding customer’s expectations and how they feel about their perceived services is becoming a very serious concern. Internet banking continuous success comes from two groups: new customers and repeat customers. Since it always costs more to attract new customers than to retain

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