Factors that influence customers' usage of Maybank2u.com: case study of Maybank Jalan Pending, Kuching / Chunggat Duat

The internet banking is changing the way how banking industry conduct its business in delivering its various financial products and services to meet the financial needs of its customers. The main objectives of the bank to provide its services over the internet are for its customers convenience, time and cost effective both for customers and the bank. It is a trend in Malaysia that local banks try to implement internet banking in order to remain competitive in preparation for the globalisation competing with foreign banks. Maybank is one of the first local bank to implement internet banking under its portal Maybank2u.com. Despite its various efforts and promotional activities some Maybank branches still receive slow response from its customers to use its Maybank2u.com. The general perception is that there is lack of awareness and confidence among its customers. Some even perceive that internet banking is having high risk in term of security and privacy of the transaction over the net. It is only the younger generation who are well educated that are willing to use internet banking. Thus it is the objectives of this study to find various factors that influence the usage of its Maybank2u.com in one of its branches: Jalan Pending, Kuching.