This study evaluates the interactions among personal values, ability and service quality of all branches of two commercial banks (CIMB and Maybank) operating in Kuala Lumpur, Malaysia (N = 117 branches), which are the greatest financial services group with the highest ranking based on asset range and financial statistics. The results indicate a difference in Malaysian values context and priority compared with the previous studies performed in developed countries. Structural Equation Model (SEM) is applied to analyze the mediating role of ability among personal values and service quality. The results show a strong and positive effect of three dimensions of values, including self-enhancement, openness to change and conservation on service quality in direct and indirect effect. Also, research findings mention the employees’ ability as a behavior outcome plays a mediator role in the relationship between these three constructs of personal values and bank service quality. Implications of research findings are discussed, together with limitations and suggestions for future studies.

The purpose of this study was to determine the effect of ease of use, transaction success rate, and technological system capability on trust and to determine the effect of ease of use, transaction success rate, technology system capability and interest in transaction using mobile banking. This research was conducted at PT Bank NIAGA which is located in Denpasar. The data collection technique used a questionnaire to 160 PT Bank NIAGA customers who were selected as samples. Data were analyzed by Structural Equation Modeling (SEM) with AMOS program. Ease of use, transaction success rate, and technology system capability have a positive and significant influence on trust and interest in transacting using mobile banking. This means that the better the ease of use, the success rate of transactions, and the capability of the technology system, the higher the customer trust and interest in transactions using mobile banking.