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Service Quality of Internet Banking from an Indonesian Perspective

Author

Listed:
  • Kurnia ASNI

    (Syiah Kuala University, Indonesia)

  • NASIR

    (Syiah Kuala University, Indonesia)

  • Mukhlis YUNUS

    (Syiah Kuala University, Indonesia)

  • NURDASILA

    (Syiah Kuala University, Indonesia)

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.

Suggested Citation

  • Kurnia ASNI & NASIR & Mukhlis YUNUS & NURDASILA, 2018. "Service Quality of Internet Banking from an Indonesian Perspective," Expert Journal of Marketing, Sprint Investify, vol. 6(2), pages 45-51.
    • Handle: RePEc:exp:mkting:v:6:y:2018:i:2:p:45-51
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    References listed on IDEAS

    as
    1. Chang, Yoonhee Tina, 2003. "Dynamics of Banking Technology Adoption: An Application to Internet Banking," Economic Research Papers 269477, University of Warwick - Department of Economics.
    2. Dr Ahmad Nahar Al-Rfou, 2013. "The Usage of Internet Banking Evidence from Jordan," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 3(5), pages 614-623, May.
    3. Ahmad Nahar Al-Rfou, 2013. "The Usage of Internet Banking Evidence from Jordan," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 3(5), pages 614-623.
    4. Naufal BACHRI & Abdul RAHMAN LUBIS & NURDASILA & M. Shabri ABD. MAJID, 2016. "Credibility and Consumer Behavior of Islamic Bank in Indonesia: A Literature Review," Expert Journal of Marketing, Sprint Investify, vol. 4(1), pages 20-23.
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    More about this item

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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