Factor affecting consumer’s perception towards online banking: a case study at Bank Islam in Senawang Branch / Siti Nur Shahirah Amran

Internet banking is still at an infant stage in the world. Many studies focused on usage of internet banking but many factors on non-usage were overlooked. This research was carried out to validate the conceptual model of internet banking. The causes were identified and researched through correcting the causative factors so that internet banking can be used by more people. This will help the banking operations to be more cost effective. The research is focused on customers‟ perceptions about internet banking, the factors that drive consumers, how consumers have accepted internet banking and the ways to improve the usage rate. The purpose of this research is to determine the factor affecting consumers‟ perception towards online banking at Bank Islam in Senawang. The study revealed that education, gender and age play an important role in usage of internet banking. Not much research has been done on these areas as they were focused more on the acceptance of technology rather than on people. The research corroborated the conceptual framework stating that if skills can be upgraded, there will be greater will to use internet banking by consumers. Inhibitory factors like security factor, trust, quality internet connection, and ease to use can have minimal effect on consumer mindset towards internet banking.