Attitude towards internet banking: a study of influential factors in Malaysia

Abstract

This research investigates the impact of personalisation, task familiarity, accessibility, security/trust and resistance to change on the attitude towards Internet Banking (IB) by Malaysia bank customers using the Technology-Acceptance Model (TAM). The study hypothesises that these factors have indirect effect on the attitude towards IB through perceived usefulness and perceived ease-of-use. A total of 200 respondents were surveyed and the results showed that usefulness and ease-of-use perceptions have impacts on the attitude towards IB adoption. Moreover, they had indirect impact on attitude.