A study on adoption of e-banking services among public servants in Chief Minister Department of Sarawak / Siti Nurani Halim

Purpose - The purpose of this paper is to explore the determinants of users’ adoption momentum of e-banking in ChiefMinister’s Department of Sarawak. Design/methodology/approach - A questionnaire with seven-point Likert scale is applied to 162 usable responses. Ten attributes are tested, namely convenience of usage, accessibility, features availability, bank management and image, security, privacy, design, content, speed, and fees and charges. Findings -Results indicate that all elements for ten identified factors are significant with respect to the users’ adoption of e-banking services. Privacy and security are the major sources of dissatisfaction, which have momentously impacted users’ satisfaction. Meanwhile, accessibility, convenience, design and content are sources of satisfaction. Besides, the speed, product features availability, and reasonable service fees and charges, as well as the bank’s operations management factor are critical to the success of the e- banks. WAP, GPRS and 3G features from mobile devices are ofsignificance or influence in the adoption of e-banking services in this study. Results also reveal that bank management and image factor play an important role in determining the users’ acceptance of e-banking services with respect to different segmentation of age group, education level and income level. Practical implications - The results are expected to provide a practical contribution in Chief Minister’s Department daily operation of the servants. Time management, productivity and efficiency of the public servants are influenced by the effectiveness in adopting e-banking services. Originality/value - This paper is the extensions of an earlier study by Wai-Ching Poon which identified ten factors affecting the adoption ofinternet banking, with 77 elements.