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.
|Number of pages||18|
|Journal||Journal of Internet Banking and Commerce|
|Publication status||Published - Aug 2008|
- information and communication technology (ICT)
- eService Quality
- Internet banking