Perceived trustworthiness and the behavioral intention to use Internet banking service among bank users in Shah Alam, Selangor

摘要

Internet banking is the current trend in the electronic revolution in Malaysia. However, the growth rate in Internet banking has not kept pace with the general usage of Internet. One of the major determinants of the Internet banking adoption is trust. It is of paramount importance as the lack of trust is the primary reason for not engaging in Internet banking. The purpose of this paper is to determine the relationship between perceived trustworthiness and the behavioral intention to use Internet banking service among bank users in Shah Alam, Selangor. A total of 526 questionnaires were distributed to the Internet banking users and only 433 completed questionnaires were returned. Out of this, 383 were usable. The data was analyzed using descriptive and inferential statistics. It was found that perceived ability, perceived benevolence, perceived integrity and the overall perceived trustworthiness were significantly correlated with behavioral intention to use. The finding also indicated that of all three variables, perceived integrity did significantly influence most the behavioral intention to use while perceived ability and perceived benevolence did not significantly influence the behavioral intention to use. Overall, the results indicate that the model provides a good understanding of factors that influence individual intention to use Internet banking service. This paper recommends that the Internet banking practitioners should make their sites more publicly trusted and act ethically according to the electronic banking code set by the Association of Banks in Malaysia (ABM) that would benefited all users and the banking institutions as well.