A model of trust in internet banking : the case of Penang
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Date
2005-06
Authors
Kim Seong, Wong
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Abstract
The emergence of Internet banking in Malaysia has started to shift the way the
Malaysia banks' customers in performing their banking transactions. From traditional
banking business model, banks in Malaysia have gradually migrated to hybrid "clicksand
mortar" business model, whereby they believe that this new business model
would add more value to their customers. Due to Internet banking is still relatively
new in Malaysia, the element of trust in Internet banking is indeed not well
understood. Therefore, this study aims to formulate and validate the model of trust in
Internet Banking in Malaysia. In this study, Theory of Reasoned Actions (IRA) was
adapted as fundamental model in formulating the trust model by expanding the
element of trust and its antecedents. The total of 163 respondents \Vere responded to
this surwy via self-administered questionnaire. The results of this study indicated that
trust was a valid ar;.d signifi.:::ant fa<:t0r that positively influenced the attitude of
customers toward using Internet ban..~ing. IRA was validated applicable in Internet
banking environment ir: ~falaysia, whereby the attitude of customers has significant
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impact on behavioral intention, which in tum triggered the actual usage of Internet
banking. In term of antecedents of trust, only perceived strength of online integrity
was proven has positive impact on customers' trust in Internet banking.
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Keywords
Finance , Internet Banking