Purpose

This study aims to examine the associations between customers’ awareness of money laundering and terrorism financing, trust in banking secrecy measures and discomforts in fulfilling the bank’s anti-money laundering (AML) procedure and their acceptance of existing practices of banks regarding AML and counter-terrorism financing.

Design/methodology/approach

This study adapts a set of survey instruments developed and validated by prior studies to collect the required data. A convenient sample of 160 Malaysian bank customers aged 18 and above were surveyed to collect the data.

Findings

This study finds a significant relationship between the respondents’ awareness of money laundering and terrorism financing, trust in banking secrecy measures and their acceptance of the bank’s AML and counter-terrorism financing practices. However, no significant relationship is documented between the level of discomforts experienced by customers in satisfying the banks’ AML requirements and their acceptance of the banks’ AML practices. These results hold even after controlling for alternative explanations of the customers’ acceptance of banking practices examined in the extant literature: age, gender, location, literacy level and occupation.

Research limitations/implications

This study extends the literature on customers’ acceptance of banking practices more broadly by providing empirical evidence on the role of customers’ awareness on issues underlying the banking practices and their trust in the bank’s secrecy measures.

Practical implications

This study also provides some practical contributions by shedding some light on the factors that could help banks increase the acceptance of AML practices among their customers. Thus, the findings of this paper help banks focus their effort on these factors and hence increase acceptance rate more effectively.

Originality/value

Drawing on the elements of the theory of reasoned actions and technology acceptance model and the extant research on trust-privacy and comfortability in a banking setting, this study proposes an integrated approach that is theoretically and empirically grounded.

中文翻译：

---

客户对马来西亚银行反洗钱行为的认识、信任、不适和接受程度

目的

本研究旨在检验客户对洗钱和恐怖主义融资的认识、对银行保密措施的信任以及在履行银行反洗钱 (AML) 程序时的不适感，以及他们对银行现有反洗钱和反洗钱做法的接受程度之间的关系。恐怖主义融资。

设计/方法/方法

本研究采用了一组由先前研究开发和验证的调查工具，以收集所需的数据。调查了 160 名 18 岁及以上的马来西亚银行客户的便利样本以收集数据。

发现

本研究发现，受访者对洗钱和恐怖主义融资的认识、对银行保密措施的信任以及他们对银行反洗钱和反恐融资做法的接受程度之间存在显着关系。然而，客户在满足银行反洗钱要求方面所经历的不适程度与他们对银行反洗钱做法的接受程度之间没有显着关系。即使在控制了现有文献中对客户接受银行实​​践的替代解释后，这些结果仍然成立：年龄、性别、地点、文化水平和职业。

研究限制/影响

本研究通过提供关于客户对银行业务潜在问题的认识以及他们对银行保密措施的信任的作用的经验证据，更广泛地扩展了有关客户接受银行业务的文献。

实际影响

本研究还通过阐明可以帮助银行提高客户对 AML 实践的接受度的因素，提供了一些实际的贡献。因此，本文的研究结果有助于银行将精力集中在这些因素上，从而更有效地提高接受率。

原创性/价值

本研究借鉴理性行为理论和技术接受模型的要素以及对银行环境中信任隐私和舒适性的现有研究，提出了一种具有理论和经验基础的综合方法。