LITERATURE REVIEW ON ADOPTION OF ICT IN THE MALAYSIAN BANKING SECTOR: ENHANCING CUSTOMER EASE OF PROCESSES.

Abstract

The rapid evolution of Information and Communication Technology (ICT) has transformed the banking industry globally, including in Malaysia. This paper explores how Malaysian banks are adopting ICT to streamline processes and improve customer satisfaction. The study draws on a comprehensive thesis and other scholarly references to examine ICT tools used, benefits realized, and challenges faced by banks. It also analyzes customer perspectives through a quantitative approach and proposes recommendations to strengthen ICT integration. The findings affirm that ICT adoption is crucial to operational efficiency and customer engagement, though further investment and strategic planning are essential to address ongoing issues such as cybersecurity, digital divide, and technological readiness.