Factors influencing the adoption of online banking services in the Klang Valley

Abstract: The purpose of this research is to study the factors that influence the use of online banking services among consumers in the Klang Valley. This research is conducted using the Technology Acceptance Model (TAM) with the extension of including the elements of trust and perceived risks as the significant predictors in influencing the adoption of online banking services by consumers. A questionnaire-based research design is adopted and respondents are selected by using convenience sampling. Data gathered from the questionnaires is processed using the SPSS tests such as factor analysis, reliability analysis, correlation and multiple regression analysis. Based on the findings, consumers’ propensity to trust is the main determinant that influence intention to use online banking services, followed by the perceived usefulness and perceived ease of use. The finding indicates no relationship between perceived risk and the intention to use online banking by customers may be due to broad risks factors. This study contributes to new knowledge for academicians. It is also beneficial for bank operators to formulate strategies that aim in increasing the usage of online banking services, especially during the COVID-19 pandemic crisis. This further emphasizes the need for an online banking strategy towards achieving e-payment goals