Customers' perceptions towards internet banking in Malta

Abstract

Internet banking usage is an important factor for some customers in today's lifestyles. Malta has adapted to modern methods to stay in line with the technological changes and economically developed countries. Banks, should therefore encourage their customers to use their electronic banking services so that our country advances and increases productivity growth. This study aims to identify and understand factors that affect bank customers' when using the internet banking system by analysing their perceptions. This is done by first understanding the technology acceptance model (TAM), the theory of planned behaviour (TPB) and theory of reasoned action (TRA) and integrates the service quality dimensions and perceived risk & trust. In this way, the researcher was able to analyse the factors affecting customers' perceptions towards internet banking through. Primary data was collected via surveys that were distributed online through social media and the registrar. Internet banking users and non-users were asked on their opinions on how to improve the internet banking system in Malta. General findings through this research were that non-users perceive internet banking to be much more risky than users of internet banking, since they do not have enough knowledge about the system. Non-users have access to the resources and ability to use the system since only online users were targeted throughout the study. This suggests that banks need to improve their customer support services in order to encourage them and increase customers' knowledge to use their services. Recommendations were proposed to Maltese banks in order to improve their internet banking facility from a customers' and researchers point of view.