Determinants of the Usage of Digital Banking Services in Malaysia

Different businesses, including banking, have benefited greatly from technological advancements. As a result, banks have developed digital banking services for their clients. Despite the fact that digital banking services might provide convenience to users, some people refuse to utilize them. The major goal of this study is to look into the elements that influence the usage of digital banking services. The study investigates how perceived ease of use, perceived utility, perceived security and trust, and perceived risk affect the use of digital banking services. The outcome will be able to provide insight into how to enhance the digital banking services in the banking industry. A total of 150 responses are obtained using convenience sampling technique. Statistical Package for the Social Sciences (SPSS) version 27 is used to perform the data analysis. Results show that perceived ease of use, perceived usefulness, perceived security and trust, and perceived risk are the criteria that have a major impact on the use of digital banking services. The findings further elaborate the knowledge of digital banking usage in the context of Malaysian customers.