The factors affecting consumer’s perception about credit cards usage: A study in Melaka, Malaysia

Abstract

The objective of this study is to examine factors affecting consumers’ perception on credit card usage. This study implemented the non-probability sampling technique as it is the most convenience sampling method for the questionnaire survey for this study. The analysis was conducted by collecting 200 samples in Melaka, Malaysia and applying SERVQUAL model as the base model for this study. The model examines the impact of service quality, perceived benefits, bank policies and consumers’ attitude in influencing consumers’ perception on credit card usage. This study used multiple linear regression to analyze the factors affecting consumers’ perception on credit card usage. The findings conclude that service quality, perceived benefits, bank policies and consumers’ attitude have significant positive effect on the consumers’ perception on credit card usage.