TRUST IN KNOWLEDGE TRANSFER PROCESS VIA E- BANKING WEB SITE AMONG UNDERGRADUATE
PERSPECTIVE
Ali I lusscin All Ahu laid (Malric No. , 120262)
Thesis submitted in lulfillmcnt für the degree of
MASTER OF INFORMATION SECURITY AND ASSURANCE
Faculty cal' Science and Technology
UNIVFRSITI SAIN'S ISLAM MALAYSIA Nilai
July ? U14
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DECLARATION
I hereby declare that the work in this thesis is my M VII except ho r quotations and summaries which have been duly acknowledge.
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: AIhanululillah, Praise he to Allah, the Most Gracious, the Most NIa-ci(-ul, l'or "iVinI-I me the opportunity to Icarn I Iis knowlcdh, c.
My sincere ý-, ralltude to I niversiti Sain; Islam Malav'sia and Faculty ol, Science and -I cchnoloýgv, for eneoura2in'-' mc. to enhance my kno ledge and experience Which will
relllaln one ßl1 llle ýerealesl moments 111 111%, IIIe.
N1v Supervisor, I)r. N idiana : lzizan. vVas wise and insightl ii. always willing too share her knowledge and experience; and she worked very closely with me during the whole process. I will always be uratcful to her fir inspiration and hope vv'hen sometimes there was no apparent light at the end of the long dark tunnel
I would like to express my deepest gratitude to my Father, 1-lu; seiu: 'lothcr.: Amenah:
1: ather-1n-1avv. Pro lessor Mustal i Ahu Laid. brothers and sisters who encouraeeed me to become an academic and to pursue my studies.
NiV' (teal" \\'11c,
Rutalcla, AV'hll
t; lUght I11C the lillpot'tilllCl" of time I11IIIlA2Cillralt \V'111iC II1Si11r111u IIIC tO VA'orl:alone
as much aspossible. To
myS1111, Ahdutrahmall and
myt)aU1-11ltCl', tZCI'Ill, i
I_lIVC IIIV' deepest thanks. My Wife and children tl<lV'e taken many OC
my rest1l111s1bItlUeS upon ttlclllsetV'cs and have SuftCrcd I11aI1V thilIL-IS. Thank you for your
immcnsc patience and undcr; tancling.
Words cannot express the support, inspiration and prayers I received Crom my family in Sahab, Amman in Jordan. Despite the great distance between us, they provided me With support and love to continue my study.
I would also like to thank Dr. Shadkah Ahdulsha! «>ur, 1)r. Niahadhir : Ahdullah, Dr.
Khairil l: aizil Khairi l-or their help and support.
To all who have been directly or indirectly involved in making, my \laster's
. Ioournev an enjoyable and memorable experience, I oft-er you my heartfelt appreciation and thanks and may God bless you.
111
B10UA'I'A OF AUTHOR
Ala Hussein
: Ali Abu %aid (3120262) was horn on the 20"' of' February 1982. Ili,, nationality is Jordanian with passport number 1.095412. his current address is No. 3-.
Jalan 6. Taman Desa lndah, Nilai, Neceri Sembilan, Malaysia. Ile completed his primary school in Sabah cite and secondary schools in Amman the capital of' the Ilashemite kingdom
oC . Jordan. He previously was a student in I lashimite University in Al-Zargla located in the Hashemite Kinodom
of . Jordan and obtained bachelor decree of' Manaýcement Information System. Ile is at present at a Iinal stage of a Master study at Uniyersiti Sains Islam Malaysia (USIA9) majorinu in Information Security and Assurance.
I%
ABSTRACT
Electronic banking web site is a timnn of sell-; erv ice technology. The numbers of Internet users have increased dramatically, but most of them are reluctant to provide sensitive personal information to banking web sites and they faced the negative incidents Of their bank accounts and their transactions blithe tampered because they do not trust c-banking web site. This research has adapted Szulanski'5 Widely accepted and recognized knowledge transfer model as a Ions to study trust factor. The model consists Of I Out.
stages: initiation: implementation: ramp-up: and integration. This research evaluate the trust factor Which are affecting the knowledge transfer process via c-banking web site among c-banking clients. and also determine in which stage of knowledge transfer process of concern regarding trust issues in Malaysian context. Primary data collected
from 372 respondents. through a structured questionnaire. Statistical analysis, descriptive statistics used to explain demographic profile of respondents and also correlation analyses were used to know trend of interact bank web site use affecting knows ledge transfer process in e-banking web site. Result has shown that the trust factor had a positive effect in all knovwwled,
-, e transfer process stage;, and trust factor has a high correlation with initiation stage via electronic banking web site in Malaysia. This research contributes to the understanding of how local context can shape perceptions of the criticality of trust affecting KT in c-banking weh site, Provided IT practitioners involved Al developing web site, particularly c-bank Web site, provided with insight; that can contribute to making a web site a successful channel for the dcliyery of bank knowledge resources to users.
: ABS RAK
E-perbankan yang mrný-'gunakan aplikasi laimin \\ch adztlah mcrupak, tn :, uu hcntu(:
tcknuloui pcrbankan intcrnct vane hcrasaskan kcpada kc, nscp layan diri. Walaupun terdapat penin<ukatan jumlah pcngguna-peng_uuna intcrnet, immun masih ramai vang, tidak malm ntenggunakan aplikasi c-perhankan ini lantaran khuatir maklumat-maklumat
sensitiC scperti akaun hank serta transaksi yang dilakukan diakses oleh pihak-pihak lain van,, tidak burtanguunjmýah. hajian ini men,,; idaptasi sate model pcmindahan maklumat long dipelopuri olch Szulan; ki WE ; uatu mundcl long digunapakai bagi mengkiyi fAktc, r-
Wor long mcmpcngaruhi kchMchpercayaan tcrhad, ip sesuýitu perkara. NMadel ini tcrdiri daripada crttpat pcringkat iaitu pcnycdiaan, pelaksanaan, penanthahbaikan dan pcngintegrasian. Penyelidikan ini mentbuat penilaian tcrhadap f<tktor-faktor ýang mcmpengaruhi kcholehpercayaan pengguna-pengguna aplikasi e-perbankan di Malaysia terhadap proses pemindahan niaklumat yang herlaku scrta mcntbuat penuttuan pada peringkat manakah isu kebolchpcrcayaan terhacdap proses pemindahan maklunult ini herlaku di kalangan pengguna-pengguna. Data-data primer kajian ini diperolehi melalui kacdah soal sclidik herstruktur nterangkunti scjuntlah 372 responden. Analisis statistik dam deskriptif digunakan untuk ntcnerangkan pola clemografi responden-responden, manakala analisis korclatif' diadaptasi bag'i n1cn, -, cnalpasti trend e-pcrhankan yang ntentpengaruhi proses pcmindahan maklumat dilakukan. llasil k, >_jian mcndapati baltawa
fhktor keholchpcrcavaan ntentpunyai kcsan vane positif pada setiap pcringkut pentindahan makluniat tcrutanianya pada pcringkat pcnycdiaan yam-, mcmpcroluh tahap korclatif' yam-, tin, ugi hagi aplika; i c-perhankan di Mala, sia. l; ajian ini mcmhcrikan sumhangan tcrhadap kacdah mcntahanti per; cpsi kcholchpcrcayaan pcrnýýuunaan c- perhankan di dalant konteks long scsuai dengan pcrsekitaran sesuatu tcrnpat. Pakar-pakar
IT tcrlihat didalam ntcnthanuunkan pcrisian utttuk pcmhanuunan laman \Vch c- pcrhankan hendaklah ntenggunakan segala kepakaran didalant ntenthentuk lantan web yang mcnarik scrta mesra pcngguna di dalam mcngakses sc_uala maklutnat perbankan ntereka.
VI
C. 1131. E OF CON'1'EN'1'ti
cn\'I'1; 1'l'ti
AURHOR DECLARATION :k CKNONVLh: l)GE NIEN'1'
BIOI)A"I'A A liTIIOR ABSTRACT
, V3S'1'RA K
TABLE 01" CONTUAT's LIST OF TABLES
LIST OF FIGURES
LIST OF A B13REN'LkT1O\S LIST 0F. APPENDICES
CHAPTER 1: INTRODUCTION
1.1 Introduction l. I: hankin<,
1.; Kno\rleci, c'I'ranslcr 1. -1 Trust
1. ý Research Audicnce 1.0 Problem statclilcilt
1.7 Objective of" Research I. S Research Questions
1 .9 Scope Of' Study
1.10 Si'-niticance of' 111C Research 1.1 1 Thesis Outline
1.1'_' Research Contributions
CHAPTER 11: LITERATURF REVIEW 2.1 lilt roduct 1,011
ß: ulkul,: An 0\ el Overview
ý. ý. 1
-Banking, I)etinition
2.2.2) Importance ot'c-Rzinkino ý. ý. ý C: 13ankm, C'hallen, es
?. 2.4 I:
-ßankim, Weh Site 7.2. ý 1:
-13ankin, in Malaysia
?. ý Knoý\'Iec1, e
ý. -! Knovv'Iec1-e h1ana-ement (KN1) Knovv'Icd,, c ]"ransl"cr (KT)
1 .0 Trust
2.6.1 Frust in kno\\-led, e transl'er ý., Szulanski"s KI Modcl
ý. 7.1 Sta`, eS of'Szulanski"s KI Model ßarriers to Know ledge I"ransfcr
'. ý. Kno\rlcd, e I'ransf, clia F-; er\ ice
"'. S IIvhothesis ý
PAGE
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ix x xi
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10 11
13 1-, 14
1Z, 16 1S 1) ,l
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34 34
\ 11
C'1I: kP"ll :R III:
RESEARCH METHODOLOGY 3.1 Introduction3.2 Rcscarch Mcthod 3. '. 1 Trust l, actor
3.?.? Rcscarch Approach 3.2.3 Research Model
3.2.4 KT Model I)c\'clopmcnt 3.3 Data Collcction
3.4
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I)atti
. Aný1lv'sis Pilot 'Fest
SUnlnl ll'v
C'ILAPTER IV: FINDINGS ANT) EVALUA'T'ION 4.1 Introduction
4.2 Descriptive analysis
4 . 2.1 Sample Composition by Gender 4.2.2 Users Ages
-l. '_. Marital Status
4 . 2.4 ] ducationaI levels 4 . 2.5 Employment Status
4.2.6 Composition of Monthly Income 4.2.7 Users Experience in e-Banking
4.2.8 Yearly Internet Access Among e-Banking Users 4 . 2.9 Yearly c-Banking Among c-Banking Users
4.2.10 I: requencv' of Use the c-Banking \Vcb Site
4.2.1 1 Composition of Place of Conducting.: Transaction 4.2.12 Composition ofllardwarc. Used Ar 'I'ransactions 4.3 Correlation of (rust Factors in KT via c-Bank \V'eb Site 4.4 Reliability Test
4.5 Correlation Analysis
4.6 Validation of tlhe Proposed KI' Model -1.7 Summary
CJIAP1'ER V: CONCLUSION AND FU'T'URE \V'ORKS 5.1 Conclusion;
5.2 Research Contributions
5.3 Research Limitations and Future Work REFERENCES
APPENDICES
30 36 37 39 39 40 41 4?
41 44 4ý 4ý 46 46 47 49 49
;4 56
7
;S ý9 60 64 65 66 66 6S 69
-70 S4
LIST nF'FABL1l: S
Table I: 'bust Factor fir KT
Table 2: Literature Studies Supporting Szulanski Model, Evaluation and Validation Table 3: Respondents Percentage Composition by Gender
Table 4: 1:
-banking User's i1., cs
'Fable 5: 1:
-banking Users Marital Status
Table 6: 1--banking Users Level of Education Fable 7: E--Banking Users Employment Status
Table S: Description of Users Monthly Income by Percentage
Table 9: Numbers of Years Using the Internet by e-I3anking Users Table 10: Use c-Banking by Users (years)
"Table 11: Monthly Frequency of'Using c-Banking Services in Malaysia
Table 12: Description place of conducting online transaction by percentaugc
"('able 13: Descriptive Representation of the c-Banking Users by I Iardvyare of c-Banking Transaction
Table 14: Reliability lest
fable 13: Correlation Analysis fir Trust in KT via c-Banking in Malaysia fable 16: Summary of l indings basal on the Proposed K'I Model
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1\
LIST OF FIGURES
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Figure 1: Descriptive Outline of Thesis II
Figure 2: Transferring Knowledge between User and Provider 26
Figure l'hcoretical Framework 35
Figure 4: Description of method and variables 36
Figure 5: l requencies of the Respondents by Gender 47
Figure 6: : Age Range of c-l3anking User's in M1alav sia -IS Figure 7: Marital Status of c-BBanking Users in Malaysia 49
Figure S: Level of Education Level 1,01- Respondents 50
Figure 9: Employment Status among c-Banking Users in Malaysia 51 Figure 10: Participants Composition by Monthly Income (R\1) 52 Figure 11: Yearly Access Internet by c-Banking Users (years) 53 Figure 12: Representation of Yearly c-Banking among, Users (year; ) 55 Figure 1 ;: Monthly Frequency of t'singg c-Ranking \V'eh Site in 'Malaysia 56 Figure 14: Participants Composition by Transaction Place in Malaysia 57
l igure 15: 1 lardware Used for Conducting c-Banking Transaction in Malaysia 5S
I iaure IN Correlation of Users "]'rust in K'f Process via c-I3ankimg in Nlalavsia 00
LIS'T' nF : ABBRI,: V'I: ATIONS
K1I K1IS KT
E-Banking
C2G
E-Government E-commerce E-health
KT 1lodel ICT
F. -service BVNI
SPSS CSFs
PC
Kiiowledge Management
Knowledge Manmgenleilt System Knowledu, e Transfer
I: lectroillc banking Citizen-to-Government
Fleetronic Government Flectrolllc C olllnlerce Flectronic 1-Icalth
Knowled,
-, e Transfer %Iodel
Information and Colnnnlnication Tcchnolo,
-, v Flectronic service
Bank Negara Malaysia
Statistical Package fier the Social Sciences Critical Success Factors
Personal Computer
\I
i_ISr OF API'E, NUICLti
Appendix 1: Reliability Statistics ot, Variables
Page 84
Appendix 2: Cover Lcttcr and Questionnaire S6