Abstract
The aims of this paper were to analyze the customer decision to use internet banking and to anlyze the factors correlated with the intention of internet banking usage at XYZ Bank, Bogor, Indonesia. The theoretical foundation for this study was Theory of Planned Behavior (TPB). TPB is a model that estimates the consumers’ intention to perform a behavior or action. A number of 150 respondents were selected by convenience sampling method using questionnaires with interviews. The data were analyzed using SEM-PLS. The results showed that perceived behavior control had a significant influence on behavioral intention. Respondents who had higher scores of perceived behavior were more likely to have a higher intention of using internet banking. For the managerial implications, the company is expected to provide more user-friendly and attractive facilities for users, so that users can easily do banking transactions without having to queue at either a Bank or ATM counters. Second, the facility with more limit than that exists now can be used as a reference for the company to increase the number of internet banking users, so users can use facilities safely, and desired facilities are available in internet banking. Keywords: behaviour intention, internet banking, SEM-PLS, theory of planned behavior
Highlights
Nowadays there are a lot of competitions in the banking sector in providing added value to customers through similar strategies
In reference to the issues faced by XYZ Bank, the objectives of this study were to identify customer’s decision to use internet banking and to analyze the factors that were correlated to the intention of internet banking usage at XYZ Bank Bogor based on the theory of planned behavior (TPB), using a structural equation modelling with partial least square method (SEM-PLS)
Behaviour intention of internet banking usage at XYZ Bank is included in the dependent variable
Summary
Nowadays there are a lot of competitions in the banking sector in providing added value to customers through similar strategies. A bank should be able to maintain its added value by managing longterm relationships with its customers (Aviliani et al 2011). One of the bank's efforts to provide added value to customers is through electronic banking. More banks provide internet banking service which is set by the Regulation of Bank of Indonesia No.9/15/PBI/2007 of 2007 on the implementation of risk management in the use of information technology by commercial banks. The implementation of internet banking is the application of information technology which continues to develop and is used to fulfil the wishes of bank customers who want a quick, safe, convenient, and inexpensive service that is available at any time (24 hours/day, 7 days/week) and can be accessed from anywhere, from cellphone, computer, laptop, and others
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