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, ...view middle of the document...
A research framework based on the Technology Acceptance Model (TAM) and the modified Perceived e-Service Quality (PeSQ) Model to identify factors that would influence the extent of Internet banking services usage. The framework includes adopters risk profile, perceived usefulness, ease of use, reliability, responsiveness, security, and continuous improvement. Postgraduate students in Universiti Sains Malaysia were used as research sample to test the models. Hierarchical Regression Analysis was used to examine the entire pattern of intercorrelations among the 7 proposed constructs and to test related propositions empirically. Perceived usefulness, ease of use, reliability, responsiveness, security, and continuous improvement has significant indirect effect on the extent of Internet banking services usage through adopters risk profile, while its direct effect to the extent of Internet banking services usage is not significant in this empirical study. Therefore, it can be conclude customers of Malaysian Internet banks in Penang are in early majority categories who are interested in technology itself and not willing to take risks (risk adverse). Keywords: The extent of usage, Internet banking, Perceived e-Service Quality (PeSQ), Technology Acceptance Model (TAM), risk profile
Program Studi Ilmu Administrasi Bisnis, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Riau, Kampus Bina Widya Km. 12.5 Simpang Baru, Pekanbaru 28293. Telp. 0761-63277. Email: email@example.com.
Master of Business Administration Departmemt, Graduate School of Business (GSB), Universiti Sains Malaysia, 11800, Penang, Malaysia. Email: firstname.lastname@example.org; email@example.com.
THE EXTENT OF INTERNET BANKING SERVICES USAGE
INTRODUCTION Background to the Study The rapid growth and popularity of the Internet has created great opportunities as well as threats to companies in various business sectors, to endorse and deliver their products and services using Internet as a distribution channel (Chau&Lai, 2003). Researchers have emphasized the importance of the Internet for financial services more than other industries (Mukherjee&Nath, 2003; Tan&Teo, 2000). 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...