User's adoption of electronic banking services: a case study from the Malaysian perspective at Bank Rakyat / Alrasyidein Ramlan

The application of electronic banking becomes compulsory for every bank to ensure that they are able to compete in the global market. This study investigate the factor effecting the user adoption of electronic banking services provided by the only Malaysian cooperative bank known to be Bank Rakyat. The independent variable for this study are security and privacy; the quality of electronic service operation, and customer's preference or satisfaction toward electronic banking examines how these factors influence the dependent variables the user's adoption of electronic banking services provided by Bank Rakyat. This study used the simple random sampling technique. There is one groups of respondent consists of all customer from Kluang branch of Bank Rakyat who used all types of e-banking services e.g. ATM, Telephone- bank, Internet bank, mobile bank, etc. Descriptive analysis was used to enhance the overall view of factor that effecting the user's adoption of electronic banking services. Using the sample 150 respondents, expected result show that security and privacy, the quality of the electronic service operation and the customer preference and satisfaction toward electronic banking are the factor contributed toward user's adoption of electronic banking services provided by Bank Rakyat. In order to analyze this study, we look forward the relationship between variables by using Statistical Package for the Social Sciences (SPSS). Based on the finding, we get quality services factor give most significant impact to user's adoption of electronic banking services provided by Bank Rakyat. The study contributes to the literature on the electronic banking in domestic area.