Information technology in Malaysia: E-service quality and uptake of internet banking

Murali Raman, Richard Stephenaus, Nafis Alam, Mudiarasan Kuppusamy

    Research output: Contribution to journalArticleResearchpeer-review


    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.
    Original languageEnglish
    Pages (from-to)1-18
    Number of pages18
    JournalJournal of Internet Banking and Commerce
    Issue number2
    Publication statusPublished - Aug 2008


    • banking
    • information and communication technology (ICT)
    • eService Quality
    • Internet banking
    • Malaysia

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