The intention to use mobile banking services among banking customers in Malaysia

Kamaruddin, Aizul Izwan (2024) The intention to use mobile banking services among banking customers in Malaysia. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

The banking sector has inevitably transformed to provide speedy and excellent client service in the form of cutting-edge technologically driven banking services including mobile banking, online banking, and ATM service. One of the most practical financial services is mobile banking, which opens up the banking industry to people who were previously shut out. However, the biggest worries among banking customers that have prevented them from utilising mobile banking services are challenges with trust and security. In order to quantitatively examine the factors influencing intention to use mobile banking service, this study uses an enhanced technology acceptance model (TAM). The survey questionnaire, which was completed by 162 Malaysian banking clients, was utilised to collect the data. This research is consisting of four independent variable which is Perceive usefulness, Perceive Ease of Use, Perceive Trust, and Perceive Security. The dependent variable is the intention to use mobile banking services among banking customers. This showed that delivering an online survey to more participants did not result in a greater response rate. Researcher has use SPSS software to test the hypothesis. All hypothesis results are Instead, providing surveys to a well-defined and targeted population increases online survey response rates. In Malaysia. Financial organisations may improve their marketing efforts as a result of this study, which strengthens the security protocols of mobile banking services. Three of the four hypotheses had a significant beneficial effect on Malaysian banks customers' intentions to use mobile banking services among banking customers in Malaysia. This finding has the potential to benefit both academics and practitioners in a range of sectors.

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