As a response to the increased awareness of digital banking together with the Covid-19 pandemic, digital banking has emerged as a true contender to traditional banking in Malaysia. Digital banking services (DBS) serves as a technological advancement to enhance the usefulness and access of all banking features. In order to successfully implement DBS, the awareness of customers’ personal attributes is of significance. Therefore, this study contributes by zooming in on young customers in Malaysia and investigates their intention to use DBS in general as well as highlighting differences between the two specific core banking services deposit and loan. To assess this, the research adopts a quantitative deductive approach, building a conceptual framework upon previous technology adoption theories such as Technology acceptance model (TAM), Diffusion of innovation (DOI) and Unified theory of acceptance and use of technology (UTAUT). Furthermore, data was collected through a survey answered by 432 Malaysian students in Kuala Lumpur and analyzed through PLS-SEM and MGA. The study found five significant drivers directly or indirectly influencing the intention to use DBS. While some of these drivers had been tested previously, the study developed a fresh constellation of drivers which to the best of the authors’ knowledge had not been tested previously. The analysis demonstrates distinct differences in the relationships between drivers for digital deposit and loan services. Overall, these results provide valuable insights for financial institutions seeking to enhance their digital banking offerings and cater to the preferences of young customers in Malaysia.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:kau-100588 |
| Date | January 2024 |
| Creators | Åhsbom, Albin, Jonatan, Andersson |
| Publisher | Karlstads universitet, Centrum för tjänsteforskning (from 2013) |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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