Abstract:
Purpose – The purpose of this study is to identify and find out customer satisfaction
in using internet banking. This study also to determine the variables that has
influence on customer satisfaction in using internet banking (case study: PT Bank
Negara Indonesia Persero Tbk)
Design/Methodology/Approach – A total of 282 respondents were collected from
internet banking users Bank BNI in Jakarta, Indonesia. The data were collected
through questionnaire that used five point Likert-scale. The analysis of this research
is using quantitative and multiple regression analysis.
Findings – The researcher found that from 6 hypothesis that has been tested, there
are 4 hypothesis are accepted and 2 hypothesis are rejected. The hypothesis that
accepted are Web Design and Content to Customer Satisfaction, Security and
Privacy to Customer Satisfaction, Speed to Customer Satisfaction, and Trust to
Customer Satisfaction. Meanwhile, the hypothesis that rejected are Service Quality
to Customer Satisfactin and Convenience to Customer Satisfaction.
Originality/value – The researcher believe that this is the first study that conducted
in Indonesia with a topic of factors influencing customer satisfaction in the use of
internet banking, the case study of PT. Bank Negara Indonesia Persero Tbk.
