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...
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Inderscience Publishers
2023
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| _version_ | 1833410215485112320 |
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| author | Bekhet H.A. Al-Alak B.A.M. |
| author2 | 37100908800 |
| author_facet | 37100908800 Bekhet H.A. Al-Alak B.A.M. |
| author_sort | Bekhet H.A. |
| building | UNITEN Library |
| collection | Institutional Repository |
| content_provider | Universiti Tenaga Nasional |
| content_source | UNITEN Institutional Repository |
| continent | Asia |
| country | Malaysia |
| 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. |
| format | Article |
| id | my.uniten.dspace-22056 |
| institution | Universiti Tenaga Nasional |
| publishDate | 2023 |
| publisher | Inderscience Publishers |
| 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 |
| spellingShingle | Bekhet H.A. Al-Alak B.A.M. Modelling client usage of e-statements: An empirical study in Malaysia |
| title | 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_short | Modelling client usage of e-statements: An empirical study in Malaysia |
| title_sort | modelling client usage of e-statements: an empirical study in malaysia |
| url_provider | http://dspace.uniten.edu.my/ |