The customer’s acceptance level on mobile banking: a case study on mobile banking among civil servant in Kuching, Sarawak / Francis Jason Richard Laut

Mobile Banking has been introduced in Malaysia for quite sometimes. Maybank is the first bank that introduces the service to its customers. Regardless the gender, job position, career and title, anyone can use Mobile Banking to conduct daily banking transactions with sufficient knowledge on the service and most important, you trust the service. Together with the fast development of information technology, communication gadgets such as Smartphone, Tablet, I-Pad and many more have also become sophisticated which can cater various type of applications. It can be noticed that almost everyone own at least a basic Smartphone. Mobile Banking acceptance in Malaysia might be still at a lower level compared to the developed countries like in Europe, United States of America or Japan. Thus, this study was conducted to identify the level of acceptance towards Mobile Banking in Malaysia, particularly in Kuching Sarawak. Exploratory study using questionnaire was applied. Sixty three (63) respondents from Suruhanjaya Koperasi Malaysia Kuching (SKM) and Suruhanjaya Perkhidmatan Awam Kuching (SPA) were selected for study after initial screening. So far not many researchers have been done on this area and no study to date has comprehended the acceptance of Mobile Banking among the staff of SKM and SPA Kuching Sarawak. Findings have shown that respondents’ level of knowledge on Mobile Banking is high which also means they are also aware of the availability of Mobile Banking facility. Study also found that cost does gives negative influence on the acceptance of Mobile Banking. Respondents’ trust to the service also influences their level of acceptance. It was recommended that banks and Telecommunication Company should collaborate and come with special packages that can attract many people to use Mobile Banking to conduct their daily banking transactions.