Modeling User Acceptance of Internet Banking in Malaysia

Abstract

This study is the first empirical research that compares three well known technology adoption models in the in the field of e-banking. It aims to determine the dominant factor(s) which influence the user intention to use Internet banking. Three models (TAM, TPB, and TRA) were used to test the impact of five factors (perceived ease of use, perceived usefulness, attitude, subjective norms, and perceived behavioral control) on intention to adopt e-banking by 239 individual bank customers in Malaysia. Survey questions from prior studies were adopted and customized. Partial least Square (PLS) SmartPLS M2 Version 2.0 was used for data analysis. Results reveal that the five factors have a direct positive effect on behavioral intention to use Internet banking. However, attitude toward behavior has the highest beta, followed by perceived usefulness, and subjective norm, while perceived behavioral control exerts the weakest effect. In testing the explanatory power of the different models, results found TAM model has the best explanatory power, followed by TPB and TRA models. Findings of the study should benefit banks in improving their use of e-banking technologies as a strategic weapon, and can be used to target more potential customers.

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