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

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dc.citedby4
dc.contributor.authorBekhet H.A.en_US
dc.contributor.authorAl-Alak B.A.M.en_US
dc.contributor.authorid37100908800en_US
dc.contributor.authorid15844888600en_US
dc.date.accessioned2023-05-16T02:47:00Z
dc.date.available2023-05-16T02:47:00Z
dc.date.issued2014
dc.description.abstractThe 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. © 2014 Inderscience Enterprises Ltd.en_US
dc.description.natureFinalen_US
dc.identifier.doi10.1504/IJBAAF.2014.064313
dc.identifier.epage328
dc.identifier.issue3
dc.identifier.scopus2-s2.0-84906333218
dc.identifier.spage309
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-84906333218&doi=10.1504%2fIJBAAF.2014.064313&partnerID=40&md5=dc25b672eef53e361652318e2ddb3860
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/22056
dc.identifier.volume5
dc.publisherInderscience Publishersen_US
dc.sourceScopus
dc.sourcetitleInternational Journal of Banking, Accounting and Finance
dc.titleModelling client usage of e-statements: An empirical study in Malaysiaen_US
dc.typeArticleen_US
dspace.entity.typePublication
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