Customer Perception of Trust towards Virtual Banking Adoption in Malaysia

Jacquline Tham, Mohd Shukri Ab Yazid, Abdol Ali Khatibi, S. M. Ferdous Azam


Trust is one of the factors in many studies was tested and does significantly affects the adoption of virtual banking. However, studies with regards to customer perceive trust in relation to virtual banking adoption in Malaysia is limited. Due to low customers’ adoption in internet and mobile banking in Malaysia, this Study was conducted to evaluate customers’ perception on trust in adopting virtual banking. 402 samples from local and foreign banks customers in Malaysia was selected. Sample selection was based on convenience sampling technique and quantitative method has been applied to evaluate the study objectives. Through the descriptive analysis and research findings, it has been evaluated that only integrity affects customer perceived trust in virtual banking in Malaysian context. The research represents future implications for local banks in Malaysia to attract virtual banking customers by strengthening its’ measure with regards to security and reliability and benevolence. However, the results obtained in this study are limited to questionnaires distributed within the Klang Valley. Future researchers may expand its boundary by taking a diverse sample and including qualitative approach.

Keywords: Customer Perception; trust; virtual banking adoption

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