Internet banking service and intention to use among customer in banking institutions / Siti Zaleha Jusoh@Ghazali

The aim of this study was to examine the factors that affecting customer intention to use internet banking among customer in banking institutions. There are four factors that has been studied, which are responsiveness, security, reliability and ease of use. In collecting data, the present study used the primary data. Moreover, questionnaires had been used in order to get feedback from individuals who are use or intention to use internet banking. Researcher had distributed and collected 100 questionnaires. The data collected was then tested on its frequency, and then further analyzed using factor analysis, reliability analysis as well as regression analysis. The finding shows that in spite of their responsiveness, customers are willing to use internet banking if banks provide him necessary guidance. Based on the results of current study, Bank’s managers would segment the market on the basis of security, reliability and ease of use and take their opinion and will provide them necessary guidance regarding use
of internet banking. In short it can be concluded that responsiveness is the driver of
the intention to use Internet banking.