JIBCArticle_MuraliRaman - Journal of Internet Banking and...

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Journal of Internet Banking and Commerce An open access Internet journal (http://www.arraydev.com/commerce/jibc/ ) Journal of Internet Banking and Commerce, August 2008, vol. 13, no.2 ( http://www.arraydev.com/commerce/jibc/ ) Information Technology in Malaysia: E-service quality and Uptake of Internet banking Murali Raman, PhD Senior Lecturer and Chairman, Center for Knowledge and Innovation Management, Multimedia University Malaysia Postal Address: Persiaran Multimedia, 63000, Cyberjaya, Selangor Malaysia Email: Dr. Raman is the Chair of the Center for Knowledge and Innovation Management, at Multimedia University Malaysia. Prof. His areas of interest are Knowledge Management, IT Infrastructure & Security Management and People Issues in Management of IT. musumi_sai@yahoo.com Richard Stephenaus, MBA Student Alumni, MBA, Multimedia University Malaysia Postal Address: Persiaran Multimedia, 63000, Cyberjaya, Selangor Malaysia Email: richard.stephanaus@mmu.edu.my Richard recently graduated with his MBA from Multimedia University Malaysia. His research interest is in eCommerce, eBanking and quality dimensions of eService delivery systems. Nafis Alam, MBA Student Alumni, MBA, Multimedia University Malaysia, Lecturer, Monash University, Sunway Campus, Malaysia Postal Address: Jalan Lagoon Selatan, Bandar Sunway, Selangor Malaysia Email: nafis.alam@buseco.monash.edu.my Nafis is currently attached to Monash University in Malaysia. His is in Islamic banking eBanking and quality dimensions of eService delivery systems. Mudiarasan Kuppusamy, Mphil PhD candidate, Univeristy of Western Sydney, Australia Postal Address: C/O Dr. Murali Raman, Multimedia University Malaysia, Persiaran Multimedia, 63000, Cyberjaya, Selangor Malaysia
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JIBC August 2008, Vol. 13, No. 2 - 2 - Email: nafis.alam@buseco.monash.edu.my Arasan is currently pursuing his doctoral degree in Australia. His was formerly attached to Monash University, as a lecturer. His research interest is in ERP systems, and MIS in the context of managerial and financial analysis. Abstract Internet banking is one of the most popular services utilized by the Malaysian retail banking customers in recent years. Despite its attractiveness, studies have shown that the quality of e-services is core a issue that influences adoption of Internet banking services worldwide. The objective of this study is to evaluate consumer perceptions on quality of e-services and Internet banking adoption in Malaysia. Results show that Internet banking users and non-users have different expectation towards e-service quality preferences. The implications are discussed and recommendations are made in order to improve Internet banking service quality in Malaysia. Keywords:
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JIBCArticle_MuraliRaman - Journal of Internet Banking and...

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