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PERCEIVED BARRIERS OF INNOVATIVE BANKING AMONG MALAYSIAN RETAIL BANKING CUSTOMERS
This study aims to identify perceptual barriers of Internet banking adoption among Malaysian retail banking customers. The perceptual barrier factors that analyzed were difficulty to operate, hassle to use, unreliable, perceived risk and high connection fees. This study employs a quantitative approach using questionnaire survey at selected banks in Malaysia. The results indicate that there are significant barriers exist in the perception of Internet banking adoption among Malaysian retail banking customers. The results indicate several implications for bank managers to change the perceptions of retail internet banking customers.
Jayaraman Munusamy, Sanmugam Annamalah, Shankar Chelliah