THE INFLUENCE OF TECHNOLOGY ACCEPTANCE MODEL ON BEHAVIORAL INTENTION TO USE INTERNET BANKING SYSTEM BESTOON ABDULMAGED OTHMAN
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1 THE INFLUENCE OF TECHNOLOGY ACCEPTANCE MODEL ON BEHAVIORAL INTENTION TO USE INTERNET BANKING SYSTEM BESTOON ABDULMAGED OTHMAN A thesis submitted in fulfillment of the requirements for the award of the degree of Master of Science (Management-Technology) Faculty of Management Universiti Teknologi Malaysia DECEMBER 2013
2 Dedicated to my beloved wife, Mother, Father, Mother in law and Father in law. My sibling and all my friends for their support, encouragement and understanding.
3 Acknowledgement In the name of Allah, the Most Beneficent, the Most Merciful. All praise and thanks to Allah, lord of the universe and all that exists. Prayers and peace be upon His prophet Mohammad, the last messenger of all humankind. First I would like to express my sincere gratitude and thanks to Almighty ALLAH. I am deeply thankful to my parents for their continuous support and love throughout my study. In preparing this thesis, I wish to express my sincere appreciation to my thesis supervisor, DR. INDA SUKATI, for encouragement, guidance, critics and friendship. Without his continued support and interest, this thesis would not have been the same as presented here.
4 ABSTRACT One of the most notable and momentary development recently has been the introduction of Internet banking as a means of transacting business. One of such approach is the application of technology acceptance model (TAM) that encourages customers to imbibe internet banking. However, considering the slow pace of adoption of Internet banking in CIMB customers despite the awareness of internet banking and its advantage. This study investigated the likely factors that determine and explain consumer behavioral intention to use in internet banking system. Adopting a quantitative approach through a survey method, a total of 400 questionnaires were distributed to Student and staff in Universiti Teknologi Malaysia and 375 properly completed questionnaires were returned giving a response rate of 94.5%. The theoretical frameworks of Technology Acceptance Model (TAM) has been utilized extensively as a predictor of user acceptance in this study, based on an individual s determination of perceived usefulness (PU), perceived ease of use (PEU) and perceive credibility (PC) of a specific technology. Overall, the outcome provides the paradigm that reveals positive significant factors that necessitated positive intention to use internet banking system. The implication therefore is that adopting internet banking system connotes a better means of accessing banking operation and ease transaction that devoid of time wastage & resources.
5 ABSTRAK Salah satu perkembangan yang paling ketara dan seketika baru-baru ini telah memperkenalkan perbankan Internet sebagai satu cara urusan perniagaan. Salah satu daripada pendekatan itu adalah penggunaan model penerimaan teknologi (TAM) yang menggalakkan pelanggan untuk minum perbankan internet. Walau bagaimanapun, memandangkan kadar perlahan penggunaan perbankan Internet dalam pelanggan CIMB walaupun kesedaran tentang perbankan internet dan kelebihan. Kajian ini disiasat faktor-faktor yang yang menentukan dan menjelaskan niat tingkah laku pengguna untuk digunakan dalam sistem perbankan internet. Dengan mengambil pendekatan kuantitatif melalui kaedah tinjauan, sebanyak 400 soal selidik telah diedarkan kepada pelajar dan kakitangan Universiti Teknologi Malaysia dan 375 soal selidik yang lengkap telah dikembalikan memberi kadar respons sebanyak 94.5%. Rangka kerja teori Technology Acceptance Model (TAM) telah digunakan secara meluas sebagai peramal penerimaan pengguna dalam kajian ini, berdasarkan penentuan individu kegunaan dilihat (PU ), mudah dilihat penggunaan (PEU ) dan melihat kredibiliti (PC) daripada teknologi tertentu. Secara keseluruhannya, hasil yang menyediakan paradigma yang mendedahkan faktor penting yang positif yang memerlukan niat yang positif untuk menggunakan sistem perbankan internet. Implikasinya itu adalah yang mengamalkan sistem perbankan internet maksud suatu cara yang lebih baik daripada mengakses operasi perbankan dan transaksi mudah yang tidak mempunyai masa & pembaziran sumber.
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