The Impact of Cost, Customer Experience, Ease of Use, and Trust towards Adoption of Online Banking

Abstract

The purpose of this study is to examine the factors that influence the adoption of online banking in Malaysia, particularly trust, customers’ experience, cost, and ease of use. Questionnaire was distributed to 120 online banking users in Kota Damansara, Selangor, Malaysia. Results showed that customer trust and experience have significant relationship towards adoption of online banking. Nonetheless, cost and ease of use was found to be insignificant in this study. The results provide important information for bank providers in designing a mass-oriented or user-friendly internet banking that would attract people to adopt online banking.