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You searched Library Catalogue - Publisher: Cambridge University Press,
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Call Number (WOU)
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SP CEMBA 2014 2
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Author
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Chew, Linda Lin Sum
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Title
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Critical success factors for the adoption of internet banking in Penang : an empirical study of e-service quality dimensions / Linda Chew Lin Sum.
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Abstract
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Evolution of technology has improved and popularized internet banking. As at June 2013, the internet banking adoption rate in Malaysia was 49.1%. In this study, e-service quality dimensions were used to investigate their impact towards internet banking adoption in Penang. A total of five e-service quality dimensions were selected for this study, namely security, ease of use, reliability, personalization, and appearance. There were 63 respondents out of 200 questionnaires distributed. Five hypotheses testing were conducted to examine the relationship between the identified e-service quality dimensions and internet banking adoption. The research finding showed that there were significant positive relationships between the e-service quality dimensions and internet banking adoption. As an overall, the respondents agreed that security, ease of use, and reliability exhibited their significant impact towards internet banking adoption. However, the respondents were indifferent to the impact of personalization and appearance towards internet banking adoption. Several recommendations were highlighted for future study, which may help to further strengthen the understanding of e-service quality dimensions for an improved internet banking adoption rate in Malaysia.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2014
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Physical Description
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1 online resource (133 pages) : illustrations, text file, PDF.
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Subject
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Wawasan Open University -- Dissertations
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Subject
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Internet -- Malaysia
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Full Text
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View full-text here (Pages edited)
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