Uncovering the Intention to Use Digital Banking Services among Commercial Banks' Customers: Structural Equation Modelling Approach

Q4 Business, Management and Accounting

International Journal of Business and Management Science Pub Date : 2023-06-30 DOI:10.26666/rmp.ijbm.2023.3.7

Liana Mohamad, Zahir Osman, Ratna Khuzaimah Mohamad, Zulaihan Ismail, Mohd Irman Mohd Din

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引用次数: 1

Abstract

Digital banking in Malaysia has seen significant growth in recent years. The government actively promotes digital financial services and regulatory bodies supporting fintech innovation. However, the factors influencing Malaysians' behavioural intention to use digital banking services still need to be discovered. Hence, this study investigates the factors influencing Malaysian customers' willingness to use digital banks. The study examined the factors influencing the attitude and intention to use digital banking in Malaysia among 562 commercial bank customers using the Technology Acceptance Model. The findings revealed that perceived ease of use has a positive and significant effect on perceived usefulness; perceived ease of use and perceived usefulness both have a positive and significant effect on attitude; and perceived trust has a positive and significant direct effect on attitude and intention. Finally, it was discovered that attitude positively and significantly mediated perceived trust and intention to use digital banking among bank customers. Hence, this study has proven that all seven hypotheses were supported. The study found practical implications that policymakers, bankers, and fintech players could use in creating a policy encouraging Malaysians to use digital banking services. Hence, it will assist the government and financial institutions towards digital banking development.

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揭示商业银行客户使用数字银行服务的意愿:结构方程建模方法

近年来，马来西亚的数字银行业务取得了显著增长。政府积极推动数字金融服务和监管机构支持金融科技创新。然而，影响马来西亚人使用数字银行服务的行为意向的因素仍有待发现。因此，本研究调查了影响马来西亚客户使用数字银行意愿的因素。该研究使用技术接受模型考察了影响马来西亚562家商业银行客户使用数字银行的态度和意向的因素。研究发现，感知易用性对感知有用性有显著正向影响;感知易用性和感知有用性对态度均有显著正向影响;感知信任对态度和意向有正向显著的直接影响。最后，我们发现态度对银行客户感知信任和使用数字银行的意愿有正向显著的中介作用。因此，本研究证明了这七个假设都是成立的。该研究发现了政策制定者、银行家和金融科技公司在制定鼓励马来西亚人使用数字银行服务的政策时可以利用的实际意义。因此，它将协助政府和金融机构发展数字银行。

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来源期刊

International Journal of Business and Management Science Business, Management and Accounting-Business and International Management

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0.00%

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期刊介绍： The International Journal of Business and Management Science (IJBMS) (Print: ISSN 1837-6614; Online: 1985-692X) is a double-blind peer-reviewed semiannual journal. Generally the journal publishes the articles that expand knowledge on business and management issues. Business Complexity and Performance Management were the two of the top ten problems IJBMS cover pageof 20th century management. In the 21st century, overcoming such problems seem to be challenging to educators and practitioners. Do educators and practitioners agree on which management skills are required for success in the 21st century? These all issues call for substantial research to achieve a very modern sustainable business era of the global economy. IJBMS intends to focus on the business and management issues with the vision of sustainable competitiveness along with scientific evidences. The quantitative approach for analyzing a research problem is promoted by IJBMS.