Consumer Intention To Adopt Online Banking In Malaysia: A Literature Review

Abstract

Recently, technology patterns captured to a rise in customer demand for services related to digital technology, also for online banking in Malaysia. Related to other countries, online banking has several improvements for the banking industry, banks must fully recognize the consumer intention in adopting online banking. However, there were still insufficient studies that systematically review the existing literature on online banking consumer in Malaysia. Hence the present article conducted a systematic literature review to identified factors that can give impact on consumers intention in adopting online banking in Malaysia. The period of this study covers then online banking activities since 2016 until 2021, the review was successful in locating 48 papers. The primary study question, what are the factors influencing customer intention to use online banking in Malaysia? serves as the foundation for the review. The results show that Awareness, trust, management, and social influence are the four key factors that have been identified as having an impact on customer intentions to use online banking. These findings can support the implementation of user development strategies by online banking service providers and serve as references for future study.