KUALITAS LAYANAN DAN TATA KELOLA INTERNET BANKING DARI PERSEPSI NASABAH

Abstract

A bank is required to improve the service quality for customers, including Internet Banking services. Many models of service quality show many variables in the dimensions of service quality for internet banking research. In this study, the dimensions of service quality includes six variables namely Benefits, Easiness, Security, Efficiency, Responsiveness, and Physical Ability. Data from 258 respondents have been collected and analyzed using linear regression and domain analysis approch, the finding of the research is that the Benefits, Efficiency and Physical Ability have significant positive effect to the adoption of Internet Banking in Internet Banking users. Bank customers perceive that the bank need to pay attention about the increased adoption of internet banking with the aspect of security, features availability, communication, convenience, and warranty. Customers perceive that the advantages of using internet banking is a secure internet banking service, availability of transaction features according to the customer’s needs, the bank website which is users friendly. The Implementation of good internet banking require high responsiveness (responsiveness) with fast access to the bank website, 24-hours call center service support, internet banking service problem solving with an ensured time , the competence of bank officials with adequate knowledge about internet banking.