Service Quality of Internet Banking from an Indonesian Perspective

Abstract

The objective of this study is to test and analyze the influence of trust on a technology used for internet banking and its impact on customers’ interest to use internet banking. The fieldwork chosen for this research is the internet banking industry in Indonesia. However, the research focused on Aceh and North Sumatra’s big cities that are Banda Aceh and Medan because both cities have the largest number of internet banking customers. The variables that have been selected for analysis and review to uncover the phenomena that have been developed in this study are: ‘Customer beliefs on technology reliability’, ‘Customer acceptance of IT Value’ and ‘Converting intention on Internet Banking (IB)’. The population is the main subject on which the researchers focus their study to examine specific parameters, and then be able to draw conclusions (Hair et al., 2010). In this paper, the study group is represented by internet banking customers from Aceh and North Sumatra regions, totaling 531.000 individuals, with 216.000 internet banking users in Aceh province and 315.000 in Nord Sumatra. Regarding the respondents’ sample, the researchers used a purposive sampling design using specific criteria, such as geographical location and length of internet banking utilization in this probability sampling technique. The results showed that the influence of IT Trust on converting IB is not significant. In other words, there is no influence between the IT Trust variable and converting IB. IT Acceptance functions as a full mediating variable that connects IT Trust variable to converting IB. In moderation multi-group analysis, gender is not seen as a control group and in this study, there is no significant difference in behavior between female and male customers.

Keywords

• customer trust
• customer acceptance
• internet banking
• internet technology
• intention
• converting intention