Factors affecting agent banking adoption by selected communities in Selangor, Malaysia

Agent banking was introduced by Bank Negara Malaysia (BNM) to deliver banking services outside the bank branches using retail agents, such as sundry shops, post offices and petrol stations, among others. Through agent banking, the previously unserved and underserved customers now have easy access...

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Main Author:	Shahrizan Adzham, Ahmad
Format:	Thesis
Language:	eng eng
Published:	2021
Subjects:	HG Finance
Online Access:	https://etd.uum.edu.my/9629/1/s99155_01.pdf https://etd.uum.edu.my/9629/2/s99155_02.pdf
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id	my-uum-etd.9629
record_format	uketd_dc
spelling	my-uum-etd.96292022-07-31T02:08:37Z Factors affecting agent banking adoption by selected communities in Selangor, Malaysia 2021 Shahrizan Adzham, Ahmad Abdul Hakim, Roslan Abdul Razak, Nor Azam Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HG Finance Agent banking was introduced by Bank Negara Malaysia (BNM) to deliver banking services outside the bank branches using retail agents, such as sundry shops, post offices and petrol stations, among others. Through agent banking, the previously unserved and underserved customers now have easy access to a financial institution near them without having to travel a long distance to a bank branch. Nevertheless, several challenges still exist, particularly among the poor and rural segments in accepting this new way of banking. This study aims to examine the impact of attitude, subjective norm, perceived behavior control, perceived usefulness, perceived ease of use, perceived risk, and perceived security on the actual use of agent banking. This study employs the technology acceptance model (TAM) and the theory of planned behavior (TPB) as the guiding principle. Data collected from 247 agent bank users in Selangor was analysed via the partial least squares-structural equation modelling approach. The results revealed that attitude, perceived behavioural control, perceived usefulness, and perceived risk were significant antecedents of the actual use of agent banking. The empirical results furnish vital insights to the financial institutions in formulating their network expansion strategies to increase customer base in untapped areas, and to BNM in developing policies to strengthen the financial inclusion agenda. This study can be a reference point to the government in developing socio-economic plans to improve the financial well-being of the publics. 2021 Thesis https://etd.uum.edu.my/9629/ https://etd.uum.edu.my/9629/1/s99155_01.pdf text eng 2024-08-04 staffonly https://etd.uum.edu.my/9629/2/s99155_02.pdf text eng public other doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Abdul Hakim, Roslan Abdul Razak, Nor Azam
topic	HG Finance
spellingShingle	HG Finance Shahrizan Adzham, Ahmad Factors affecting agent banking adoption by selected communities in Selangor, Malaysia
description	Agent banking was introduced by Bank Negara Malaysia (BNM) to deliver banking services outside the bank branches using retail agents, such as sundry shops, post offices and petrol stations, among others. Through agent banking, the previously unserved and underserved customers now have easy access to a financial institution near them without having to travel a long distance to a bank branch. Nevertheless, several challenges still exist, particularly among the poor and rural segments in accepting this new way of banking. This study aims to examine the impact of attitude, subjective norm, perceived behavior control, perceived usefulness, perceived ease of use, perceived risk, and perceived security on the actual use of agent banking. This study employs the technology acceptance model (TAM) and the theory of planned behavior (TPB) as the guiding principle. Data collected from 247 agent bank users in Selangor was analysed via the partial least squares-structural equation modelling approach. The results revealed that attitude, perceived behavioural control, perceived usefulness, and perceived risk were significant antecedents of the actual use of agent banking. The empirical results furnish vital insights to the financial institutions in formulating their network expansion strategies to increase customer base in untapped areas, and to BNM in developing policies to strengthen the financial inclusion agenda. This study can be a reference point to the government in developing socio-economic plans to improve the financial well-being of the publics.
format	Thesis
qualification_name	other
qualification_level	Doctorate
author	Shahrizan Adzham, Ahmad
author_facet	Shahrizan Adzham, Ahmad
author_sort	Shahrizan Adzham, Ahmad
title	Factors affecting agent banking adoption by selected communities in Selangor, Malaysia
title_short	Factors affecting agent banking adoption by selected communities in Selangor, Malaysia
title_full	Factors affecting agent banking adoption by selected communities in Selangor, Malaysia
title_fullStr	Factors affecting agent banking adoption by selected communities in Selangor, Malaysia
title_full_unstemmed	Factors affecting agent banking adoption by selected communities in Selangor, Malaysia
title_sort	factors affecting agent banking adoption by selected communities in selangor, malaysia
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2021
url	https://etd.uum.edu.my/9629/1/s99155_01.pdf https://etd.uum.edu.my/9629/2/s99155_02.pdf
_version_	1747828637071048704

Factors affecting agent banking adoption by selected communities in Selangor, Malaysia

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