Cover Image

Modelling client usage of e-statements: An empirical study in Malaysia

The objective of the current study was to investigate the major e-statement quality dimensions affecting the usage of e-statements by account holders in Malaysia, and to see how this use influenced behaviour. The study used a survey questionnaire distributed to a convenient sample of 1,000 bank acco...

Full description

Saved in:
Bibliographic Details
Main Authors: Bekhet H.A., Al-Alak B.A.M.
Other Authors: 37100908800
Format: Article
Published: Inderscience Publishers 2023
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uniten.dspace-22056
record_format dspace
spelling my.uniten.dspace-220562023-05-16T10:47:01Z Modelling client usage of e-statements: An empirical study in Malaysia Bekhet H.A. Al-Alak B.A.M. 37100908800 15844888600 The objective of the current study was to investigate the major e-statement quality dimensions affecting the usage of e-statements by account holders in Malaysia, and to see how this use influenced behaviour. The study used a survey questionnaire distributed to a convenient sample of 1,000 bank account holders in Malaysia. An e-statement usage model was proposed based on a literature review and testing of two hypotheses. A multiple regression model was used to analyse the survey data. Only six predictor domains out of 13 were found to affect usage of the e-statements. It was also revealed that usage had a direct positive impact on behaviour. It was implied that financial institutions offering e-statement services should formulate bank marketing strategies that take into consideration e-statement quality dimensions that are highly evaluated by clients and which clients perceive as having the strongest impact on their usage of this service. © 2014 Inderscience Enterprises Ltd. Final 2023-05-16T02:47:00Z 2023-05-16T02:47:00Z 2014 Article 10.1504/IJBAAF.2014.064313 2-s2.0-84906333218 https://www.scopus.com/inward/record.uri?eid=2-s2.0-84906333218&doi=10.1504%2fIJBAAF.2014.064313&partnerID=40&md5=dc25b672eef53e361652318e2ddb3860 https://irepository.uniten.edu.my/handle/123456789/22056 5 3 309 328 Inderscience Publishers Scopus
institution Universiti Tenaga Nasional
building UNITEN Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tenaga Nasional
content_source UNITEN Institutional Repository
url_provider http://dspace.uniten.edu.my/
description The objective of the current study was to investigate the major e-statement quality dimensions affecting the usage of e-statements by account holders in Malaysia, and to see how this use influenced behaviour. The study used a survey questionnaire distributed to a convenient sample of 1,000 bank account holders in Malaysia. An e-statement usage model was proposed based on a literature review and testing of two hypotheses. A multiple regression model was used to analyse the survey data. Only six predictor domains out of 13 were found to affect usage of the e-statements. It was also revealed that usage had a direct positive impact on behaviour. It was implied that financial institutions offering e-statement services should formulate bank marketing strategies that take into consideration e-statement quality dimensions that are highly evaluated by clients and which clients perceive as having the strongest impact on their usage of this service. © 2014 Inderscience Enterprises Ltd.
author2 37100908800
author_facet 37100908800
Bekhet H.A.
Al-Alak B.A.M.
format Article
author Bekhet H.A.
Al-Alak B.A.M.
spellingShingle Bekhet H.A.
Al-Alak B.A.M.
Modelling client usage of e-statements: An empirical study in Malaysia
author_sort Bekhet H.A.
title Modelling client usage of e-statements: An empirical study in Malaysia
title_short Modelling client usage of e-statements: An empirical study in Malaysia
title_full Modelling client usage of e-statements: An empirical study in Malaysia
title_fullStr Modelling client usage of e-statements: An empirical study in Malaysia
title_full_unstemmed Modelling client usage of e-statements: An empirical study in Malaysia
title_sort modelling client usage of e-statements: an empirical study in malaysia
publisher Inderscience Publishers
publishDate 2023
_version_ 1806426380171214848
score 13.211869

Similar Items