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Unveiling Consumer Switching Intentions: Exploring the Transition from Online Banking to Mobile Banking
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Author(s): Kah Boon Lim (Multimedia University, Melaka, Malaysia), Sook Fern Yeo (Multimedia University, Malaysia), Vivian Xin Yee Tan (Multimedia University, Malaysia)and Cheng Ling Tan (Universiti Sains Malaysia, Malaysia)
Copyright: 2026
Pages: 22
Source title:
Contemporary Drivers of Economic Behavior and Digital Transformation
Source Author(s)/Editor(s): Syed Quaid Ali Shah (School of Business and Management, Hong Kong University of Science and Technology (HKUST), Hong Kong)and Syed Emad Azhar Ali (Department of Management, Universiti Teknologi PETRONAS, Malaysia)
DOI: 10.4018/979-8-3373-6701-9.ch005
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Abstract
Despite technological advances, mobile banking adoption remains lower than online banking, though its popularity is rising due to convenience and user-friendliness. This chapter aligns with Sustainable Development Goal 9, highlighting mobile banking as a technological innovation in the financial sector. It examines Malaysian consumers' intention to switch from online to mobile banking, targeting users aged 18 to 60 who have experience with mobile banking. Data were collected via self-administered questionnaires from a minimum sample of 153 respondents and analyzed using SPSS and Smart PLS. Results show that perceived usefulness and relative advantage significantly influence switching intention, with relative advantage identified as the most important factor and perceived ease of use showing the highest performance. The findings offer valuable insights for governments, banks, and service providers, contributing to the understanding of innovation's role in enhancing infrastructure and industry within the financial sector.
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