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The effect of security factors on the continuance of Internet banking usage among Malaysians

Normalini, M.K
경영경제연구소 (management & economic research institute)|2015.06|아태비즈니스연구 ((APJB) Asia Pacific Journal of Business)|제6권 제1호|pp. 27-43

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키워드

TrustIntegrityAuthenticationConfidentialityNon-repudiationInternet bankingPerceived Privacy

초록

The objective of the present study is to identify the security factors that influence customertrust towards intention to continue using Internet banking in Malaysia. The participants areindividual Internet banking users in Peninsular Malaysia. Data was collected throughself-administered questionnaires distributed using the drop-off and pick-up (DOPU) techniqueto bank branch managers who then passed the questionnaires to their customers. A total of413 respondents completed the questionnaires. The SPSS statistical analysis software packageand Partial Least Squares statistical method were used for data analysis and hypothesistesting. The results show that authentication, confidentiality, data integrity andnon-repudiation are significant factors that influence customer trust towards intention tocontinue using Internet banking. Trust plays a critical role in influencing the intention tocontinue using Internet banking in Malaysia while perceived privacy does not. Anunderstanding of the factors identified in this study will enable Internet banking providers toeffectively and efficiently enhance the security of services and thereby promote continuedusage of Internet banking among customers. The findings of this study are thus expected tobe of great use to Internet banking providers as improvements in Internet banking securitywill increase business in the long run.

Abstract

The objective of the present study is to identify the security factors that influence customertrust towards intention to continue using Internet banking in Malaysia. The participants areindividual Internet banking users in Peninsular Malaysia. Data was collected throughself-administered questionnaires distributed using the drop-off and pick-up (DOPU) techniqueto bank branch managers who then passed the questionnaires to their customers. A total of413 respondents completed the questionnaires. The SPSS statistical analysis software packageand Partial Least Squares statistical method were used for data analysis and hypothesistesting. The results show that authentication, confidentiality, data integrity andnon-repudiation are significant factors that influence customer trust towards intention tocontinue using Internet banking. Trust plays a critical role in influencing the intention tocontinue using Internet banking in Malaysia while perceived privacy does not. Anunderstanding of the factors identified in this study will enable Internet banking providers toeffectively and efficiently enhance the security of services and thereby promote continuedusage of Internet banking among customers. The findings of this study are thus expected tobe of great use to Internet banking providers as improvements in Internet banking securitywill increase business in the long run.

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