The Extent Of Internet Banking Services Usage In Relation With Customers’ Perceived E-Service Quality (PESQ) Of Malaysian Banks In Penang: The Moderating Role Of Adopters Risk Profil

Abstract

This study investigates extent of Internet banking services usage behavior of customers’within the context of National Internet banking services in Penang-Malaysia. A researchframework based on the Technology Acceptance Model (TAM) and the modified Perceivede-Service Quality (PeSQ) Model to identify factors that would influence the extent of Internetbanking services usage. The framework includes adopters risk profile, perceived usefulness,ease of use, reliability, responsiveness, security, and continuous improvement. Postgraduatestudents in Universiti Sains Malaysia were used as research sample to test the models.Hierarchical Regression Analysis was used to examine the entire pattern of intercorrelationsamong the 7 proposed constructs and to test related propositions empirically. Perceivedusefulness, ease of use, reliability, responsiveness, security, and continuous improvement hassignificant indirect effect on the extent of Internet banking services usage through adoptersrisk profile, while its direct effect to the extent of Internet banking services usage is notsignificant in this empirical study. Therefore, it can be conclude customers of MalaysianInternet banks in Penang are in early majority categories who are interested in technologyitself and not willing to take risks (risk adverse).

Keywords: The extent of usage, Internet banking, Perceived e-Service Quality (PeSQ),Technology Acceptance Model (TAM), risk profile