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Abstract
Purpose: The purpose of this study was to examine the quality dimensions, perceived ease of use, perceived usefulness and attitude towards intention to continue using Internet banking among Malaysian.
Design/methodology/approach: This study extends the Technology Acceptance Model by incorporating quality dimensions as external variable into the model to understand the impact of quality on Intention to continue using internet banking in Malaysia. Data for this research was obtained from a cross-sectional survey with respondents that were Internet banking users. The data collection procedure used the drop-off and pick-up (DOPU) technique, to bank branch managers. The purposive sampling technique was employed to determine the respondents, individuals using Internet banking services in Peninsular Malaysia.
Findings: The results clearly indicate that quality dimensions, perceived usefulness, perceived ease of use and attitude are strong determinants of intention to continue using Internet banking.
Research limitations/implications: The core drawback of this study is the use of purposive sampling technique for choosing respondents which is Internet banking users, whereas the profile of respondent was privacy and confidential. Therefore, the data collection must go through Bank Managers to distribute to their customers.
Originality/value: This study contributes to the growing literature on the relationship among quality dimensions, perceived usefulness and perceived ease of use on Internet banking.
Keywords: Internet Banking, Quality, Perceived Usefulness, Perceived Ease Of Use, Intention
Paper type: Research Paper
Introduction
A new market for internet-based services, such as internet banking, offered to the global internet users exceeded 4 billion people around the world using the internet (GDR, 2018). Internet banking refers to the use of bank's web site through which customers access their banking accounts, conduct financial transactions, and obtain general information on bank products and services (Yu, Balaji, & Khong, 2015). Since the new millennium traditional banking practice has modernized to internet banking growth in several countries (Normalini & Ramayah, 2015). The internet assists the banking industry with an electronic and remote distribution channel (E. T. Yang, Hney, Ming, & Yong, 2008). A number of studies have found the importance of internet has been ever-growing in the banking sector because it carried out benefits to both the entities and their customers (Ege Oruç & Tatar, 2017; Kassim & Ramayah, 2015; Serener, 2016; Susanto, Chang, & Ha, 2016). According...