Citation

Chong, Venny Sin Woon and Yin, Crystal Ong Pay (2026) The Determinants Influencing Malaysian Generation X Customers’ Satisfaction with Mobile Banking Services. In: Intelligent Governance in the Big Data Era. Springer Science and Business Media Deutschland GmbH, pp. 413-419. ISBN 978-3-032-14698-4

Text The Determinants Influencing Malaysian Generation X Customers’ Satisfaction with Mobile Banking Services _ Springer Nature Link.pdf - Published Version Restricted to Repository staff only Download (777kB)

Abstract

Mobile banking services are gaining popularity in Malaysia. Financial Technology plays a significant role in our daily lives. As Malaysia strives for a cashless economy, most stores, restaurants, and shops now accept digital banking for payment. While the elder consumers might not be kept up with the pace of the young generation. Generation X is often referred to as “digital immigrants” compared to the more digitally native Generation Z. These segments of consumers may face usage barriers on mobile applications, as they might be fearful of being scammed, have less confidence in mobile banking securities, and find it hard to use mobile banking. Hence, this study aims to investigate the determinants influencing Malaysian Generation X consumers’ satisfaction with mobile banking services. Generation X is a large and important segment of the banking market, particularly in relation to mobile commerce and digital banking adoption. The study found that security, service quality, transaction speed, and brand trustworthiness are the main determinants of consumer behaviour on mobile banking. This study provides a better insight to the product developers in the financial institutions and mobile banking app creators to improve their mobile banking applications. Furthermore, the banking industry might be able to understand consumer preferences as meeting Generation X consumer expectation on mobile banking services would eventually contribute to the overall success and growth in the financial industry.

Item Type:	Book Section
Uncontrolled Keywords:	Mobile banking, Security, Service quality
Subjects:	H Social Sciences > HF Commerce > HF5001-6182 Business > HF5546-5548.6 Office management > HF5548.32-.34 Electronic commerce
Divisions:	Faculty of Business (FOB)
Depositing User:	Ms Rosnani Abd Wahab
Date Deposited:	05 Jun 2026 04:50
Last Modified:	05 Jun 2026 04:50
URII:	http://shdl.mmu.edu.my/id/eprint/16020

Downloads

Edit (login required)