Research Article Open Access

Classifying Users and Non-Users of Internet Banking in Northern Malaysia

Abstract

Internet banking has become the latest delivery channel for banking services due to the backlash from globalization and liberalization of financial services. Malaysian banks are desperately embracing this new distribution channel to prepare themselves for the competition which is looming in the near future. Using a structured questionnaire data was collected through a convenience sampling from 180 banking customers in the state of Penang, this study revealed that the banks have achieved considerable success as far as awareness is concerned as a vast majority of the respondents reported that they were aware of Internet banking. Although awareness was high, this has not translated into actual use as only 24.4% have had some Internet banking experience. Using the discriminant analysis it was found that Internet banking users had more prior Internet experience, had positive views on ease of use, were more aware of the Internet banking services and benefits and also had less security concerns as compared to the nonusers of Internet banking. Implications of these findings are further discussed.

T. Ramayah

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