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

Murali Raman · Richard Stephenaus · Nafis Alam · Mudiarasan Kuppusamy

69 citations0/0 files storedThe Journal of Internet Banking and Commerce

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

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.

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References

1994Marketing Research: An Applied Orientation 2000Factors Influencing the Adoption of Internet Banking 2003E‐service quality: a model of virtual service quality dimensions 2005Customer perceptions of e‐service quality in online shopping 1999Adoption of Internet banking by Australian consumers: an empirical investigation 2004Comfort your online customer: quality, trust and loyalty on the internet 2004Service quality dimensions: an examination of Grönroos’s service quality model 2003Services quality dimensions of Internet retailing: an exploratory analysis

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