Customer Trust Model for Malaysian Internet Banking

Abstract

One of the critical components impacting accomplishment of internet banking services is trust of customers. Obtaining customer trust depends on different factors that internet banking struggle to control. The purpose of this research is to make clear and simplify the particular interrelationships and interaction effects between customer's online trust and other related variables such as satisfaction, loyalty and so on in internet banking. In addition, a model of consumer's trust in internet banking depending on the investigation regarding previous studies has been developed. To examine the model some sort of descriptive survey has been applied. According to a sort of a group’s random choosing skim, the survey sample population consisted of 318 randomly obtained from students in the UTM (University Technology Malaysia) who are user of internet banking service. A significant part of the result discovered trust beliefs relate directly with satisfaction, integrity, benevolence, competency and loyalty.

Keywords: Trust, Internet Banking, Critical Factors, Malaysia, Customer.