FACTORS INFLUENCING CUSTOMER SATISFACTION IN THE USE OF INTERNET BANKING: A SURVEY OF PT. BANK NEGARA INDONESIA PERSERO TBK.

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.