SECTION A: DEMOGRAPHIC

SECTION A: DEMOGRAPHIC

Demographics is information or the data of a population which involves few characteristics

such as age, gender, income, race, education level and many others. This demographic
section will help this research to determine which population would have the highest
acceptance rate of mobile banking in the Northern Region of Malaysia. In this research, it
will use few common characteristics such as gender, age, ethnic group, state and income. Few
other demographics are also included in this research to deepen findings. The demographic
questions are as follows:

Please choose and pick your answers for the following items.

1. Gender Others __________________

Male 4. State
Female
Perlis

2. Age Kedah

18 - 25 years old Penang

Perak
26 - 33 years old

34 - 41 years old 5. Income

42 years old and above Less than RM3000

RM3001 - RM5000
3. Ethnic Group
RM5001 - RM7000
Malay RM7001 and above
Chinese
Indian

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6. Which mobile banking do you use the 8. How often do you use mobile
most? banking?

Maybank2u Everyday

GoBank Islam 2 or 6
times a week
AmBank Online

Public Bank Engage Malaysia Once a week

RHB Mobile Banking Less than once a week

HSBC Malaysia

OCBC Malaysia

iRakyat Mobile Banking

HLB Connect Mobile Banking

CIMB Clicks Malaysia

Others __________________

7. Types of mobile banking services you

have used?

Transfer funds

Checking account balance

Pay bills

Making purchase online

Making payments

Support service

Others __________________

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SECTION B: INDEPENDENT VARIABLES

SECTION B: INDEPENDENT VARIABLES

We appreciate you for making the time to complete this survey. Your experience is really
helpful to us in understanding how some of these independent variables relate to one another
with regard to the implication they have. This survey seeks to determine whether you agree or
disagree with the listed-out variables. Your participation is voluntary and all of your answers
are strictly confidential. Please carefully go through each question and depending on your
observations and experience, identify whether you agree or disagree with the items provided.
Likert scales were provided to assess you as respondents in marking the answers.

LIKERT
SCALES
1 2 3 4 5

Strongly Strongly
Options Disagree Neutral Agree
Disagree Agree

I. Perceived Credibility
LIKERT SCALES
NO. STATEMENTS
1 2 3 4 5

1. Mobile banking is a secure way of transacting.

I am afraid that my personal or transaction details

2.
would be leaked while transacting.

It is very easy for my money to be stolen if using

3.
mobile banking.

4. Mobile banking is a faster way of bank transacting.

Mobile banking is more accessible than visiting a

5.
bank.

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 II. Perceived Trust
SCALE
NO. STATEMENTS
1 2 3 4 5

1. I believe that mobile banking is trustworthy.

2. I believe that mobile banking keeps its promise.

I believe that mobile banking keeps user’s interest in

3.
mine.
Using mobile banking make me believe that the
4. existing regulations are sufficient to ensure that users
are protected.
I believe that my bank protects me from unauthorized
5.
charges.

III. Perceived Usefulness

SCALE
NO. STATEMENTS
1 2 3 4 5

My payment would be difficult to perform without

1.
mobile banking.

Using mobile banking gives me greater control over

2.
my payment.

3. Using mobile banking saves me time.

Mobile banking enables me to accomplish payment

4.
more quickly.

Overall, I find the mobile banking useful during my

5.
payments.

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 IV. Perceived Ease of Use
SCALE
NO. STATEMENTS
1 2 3 4 5

I often become confused when I use the mobile

1.
banking.

Interacting with the mobile banking is often

2.
frustrating.

It is easy for me to use mobile banking to accomplish

3.
my banking tasks.

Interacting with the mobile banking does not requires

4.
a lot of my mental effort.

5. Overall, I find the mobile banking is easy to use.

V. Perceived Security
SCALE
NO. STATEMENTS
1 2 3 4 5

I have enough information about secure use of mobile

1.
banking.

2. I use mobile banking securely.

Transferring sensitive information via mobile banking

3.
is secure

I think that online transactions carried out on mobile

4.
are secure.

5. Overall, using mobile banking is secure.

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SECTION C: DEPENDENT VARIABLE

SECTION C: DEPENDENT VARIABLE

We appreciate you for making the time to complete this survey. Your experience is really
helpful to us in understanding how some of these independent variables relate to one another
with regard to the implication they have. This survey seeks to determine whether you agree or
disagree with the listed-out variables. Your participation is voluntary and all of your answers
are strictly confidential. Please carefully go through each question and depending on your
observations and experience, identify whether you agree or disagree with the items provided.
Likert scales were provided to assess you as respondents in marking the answers.

LIKERT
SCALES
1 2 3 4 5

Strongly Strongly
Options Disagree Neutral Agree
Disagree Agree

I. Acceptance of Mobile Banking

LIKERT SCALES
NO. STATEMENTS
1 2 3 4 5

1. Using mobile banking services is a good idea.

My attitude towards mobile banking services is

2.
favourable.

I think that using mobile banking services is beneficial

3.
to me.

4. I like the idea of using mobile banking services.

5. Using the mobile banking services would be pleasant.