NAVIGATING THE DIGITAL SHIFT: HOW ACCEPTANCE FACTORS SHAPE MALAYSIA'S BANKING EVOLUTION

Abstract

This study investigates the factors influencing Malaysian consumers' intentions toward digital banking. Digital banking has revolutionised the traditional banking industry by leveraging technology and the internet to provide convenient and accessible financial services. In Malaysia, the adoption of digital banking has been slow, with only 31% of Malaysians interested in digital banking services. This is due to several factors, including security concerns, a lack of trust in digital banking platforms, and the perceived difficulty of using these platforms. This study uses the responses of 392 Malaysian consumers on their perceptions of digital banking services. The study results show that perceived awareness and risk are the most significant factors influencing Malaysian consumers' intentions to adopt digital banking. The findings of this study have implications for banks and financial institutions in Malaysia. Therefore, banks need to address consumer concerns about risks and security and make their digital banking platforms more user-friendly to increase the adoption of digital banking services.

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