Influencing Factors for Internet Banking Adoption using Analytical Hierarchy Process (AHP) Approach

Abstract

Internet banking is an online financial transaction approach that uses internet as the platform. Customers could perform their transactions anywhere and anytime. Current extensive researches from the literature have analyzed and investigated on various factors related to the internet banking adoption. Drawing from the various theories associated with acceptance model, this paper will combine these various predetermined factors into one model. Analytical Hierarchy Process (AHP), method was adapted in identifying the relevant multiple factors for the model. AHP is the best technique to use for mathematical calculation, to allow decision makers to prioritize their ranking to fit and resolve multiple criteria. The purpose of these paper is to prioritize the influencing factors to use internet banking. Based on the literature review, three main factors namely technical information, website and service availability had been identified as the main construct of the model and the sub factors were communication, responsiveness, privacy, ease of use, security, reliability and efficiency had been proposed into one integrated framework. These factors were identified by using Systematic Literature Review (SLR) methodology. Hence, the paper will deepen the understanding of the specific factors underpinned in the study of internet bankingadoption.