The Factors Affecting the Trustworthiness of Customers towards the Usage of Internet Banking in Malaysia

Abstract

The number of internet users in Malaysia is significantly high in comparison with other countries. It is reported that the number of internet users who were born in the year 2000 and above is almost near 70% in Malaysia. In 2015, the Malaysian internet users has exceeded to more than 19 million users. Therefore, the amount of banks that are implementing internet services to their customer is to be roughly 30. Meanwhile, there are only 13 banks in Malaysia that offers mobile banking services to its customers. Although there has been a rapid distribution of mobile internet by banks, internet banking services is still not fully adopted by banks. The objective of the study is to study about the factor affecting the trustworthiness of customers towards the usage of internet banking in Malaysia. This research is about the trustworthiness of customers towards the usage of internet banking. There are a few variables of factors that affect the trustworthiness of customers towards the usage of internet banking and it is clearly explained and elaborated. The factors are competency, security, integrity performance and shared values. Next, the methodology quantitative approach has used in this research whereby 200 respondents were sampled by the population from using the simple random taking. Employed the SPSS Version 22.0, the multiple regression analysis and correlation analysis was created out to test the four hypothesis for this research. Moreover, this research will be conducted in Kota Damansara, Malaysia.

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