A model of trust in internet banking – the case of Penang
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Date
2005-06
Authors
Wong, Kim Seong
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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 “clicks-and 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 (TRA) was adapted as fundamental model in formulating the trust model by expanding the element of trust and its antecedents. The total of 163 respondents were responded to this survey via self-administered questionnaire. The results of this study indicated that trust was a valid and significant factor that positively influenced the attitude of customers toward using Internet banking. TRA was validated applicable in Internet banking environment in Malaysia, whereby the attitude of customers has significant impact on behavioral intention, which in turn 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
Business Administration , Internet Banking