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Identifying Priority Using an Importance-Performance Matrix Analysis (IPMA): The Case of Internet Banking in Malaysia

Author

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  • T. Ramayah

    (Operations Management Section, School of Management, Universiti Sains Malaysia, Minden, Penang, Malaysia)

  • Lo May Chiun

    (Faculty of Economics and Business, Universiti Malaysia Sarawak , Kota, Samarahan, Sarawak, Malaysia)

  • Kamel Rouibah

    (Department of Quantitative Methods and Information Systems, College of Business Administration, Safat, Kuwait)

  • Oh Sook May

    (Technology Management Lab, School of Management, Universiti Sains Malaysia, Minden, Penang, Malaysia)

Abstract

This study used the combined Technology Acceptance Model (TAM) and Theory of Planned Behavior (TPB) as the theoretical underpinning to examine the adoption of Internet banking. Five factors (perceived ease of use, perceived usefulness, attitude, subjective norms, and perceived behavioral control) were identified to model their impact on intention to adopt Internet banking individual bank customers in Malaysia. Survey questions from prior studies were adopted and customized to collect data. A total of 239 customers responded to the survey. Partial least Square (PLS) SmartPLS M2 Version 2.0 was used for data analysis. Perceived ease of use significantly influenced perceived usefulness but did not impact attitude. Perceived usefulness was positively related to attitude and also intention to use. Attitude and subjective norm were significant predictors of intention to use while perceived behavioral control was not significant. Further to that we conducted an Importance-Performance matrix analysis to determine priority variables to focus on for the implications to practitioners.

Suggested Citation

  • T. Ramayah & Lo May Chiun & Kamel Rouibah & Oh Sook May, 2014. "Identifying Priority Using an Importance-Performance Matrix Analysis (IPMA): The Case of Internet Banking in Malaysia," International Journal of E-Adoption (IJEA), IGI Global, vol. 6(1), pages 1-15, January.
    • Handle: RePEc:igg:jea000:v:6:y:2014:i:1:p:1-15
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