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The Impact of Cost, Customer Experience, Ease of Use, and Trust towards Adoption of Online Banking

Author

Listed:
  • Mahiswaran Selvanathan
  • Pei Jun Tan
  • Tan Fei Bow
  • Mahadevan Supramaniam

Abstract

The purpose of this study is to examine the factors that influence the adoption of online banking in Malaysia, particularly trust, customers’ experience, cost, and ease of use. Questionnaire was distributed to 120 online banking users in Kota Damansara, Selangor, Malaysia. Results showed that customer trust and experience have significant relationship towards adoption of online banking. Nonetheless, cost and ease of use was found to be insignificant in this study. The results provide important information for bank providers in designing a mass-oriented or user-friendly internet banking that would attract people to adopt online banking.

Suggested Citation

  • Mahiswaran Selvanathan & Pei Jun Tan & Tan Fei Bow & Mahadevan Supramaniam, 2016. "The Impact of Cost, Customer Experience, Ease of Use, and Trust towards Adoption of Online Banking," International Business Research, Canadian Center of Science and Education, vol. 9(11), pages 235-241, November.
    • Handle: RePEc:ibn:ibrjnl:v:9:y:2016:i:11:p:235-241
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    More about this item

    Keywords

    adoption; online banking; trust; cost; ease of use; customers’ experience;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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