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

Hussain Ali Bekhet, Basheer Abbas Mahmood Al-Alak

Research output: Contribution to journalArticle

4 Citations (Scopus)

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.

Original languageEnglish
Pages (from-to)309-328
Number of pages20
JournalInternational Journal of Banking, Accounting and Finance
Volume5
Issue number3
DOIs
Publication statusPublished - 2014

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All Science Journal Classification (ASJC) codes

  • Accounting
  • Finance
  • Economics and Econometrics

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