The study is focused on the transformation of service channels in retail banking among consumers in Klang Valley. It investigated whether the consumer behavioural factors such as easier to operate,convenient to use, no hassle, reliability, safer to use and good connections varies between adopters and non-adopters of retail internet banking. The results indicated that there are significant differences between internet banking adopters and non-adopters in terms of easier to operate, convenient to use, no hassle, reliability, safer to use and good connections. Therefore, the results support the...