IDEAS home Printed from https://ideas.repec.org/a/ids/injbaf/v5y2014i3p309-328.html
   My bibliography  Save this article

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

Author

Listed:
  • Hussain Ali Bekhet
  • Basheer Abbas Mahmood Al-Alak

Abstract

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.

Suggested Citation

  • Hussain Ali Bekhet & Basheer Abbas Mahmood Al-Alak, 2014. "Modelling client usage of e-statements: an empirical study in Malaysia," International Journal of Banking, Accounting and Finance, Inderscience Enterprises Ltd, vol. 5(3), pages 309-328.
    • Handle: RePEc:ids:injbaf:v:5:y:2014:i:3:p:309-328
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=64313
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:injbaf:v:5:y:2014:i:3:p:309-328. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=277 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.