CUSTOMER PERCEPTION ON INTERNET BANKING SERVICES

Abstract

Purpose – The aim of this paper is to understand customer loyalty towards internet banking services, with the variables in this research are e-service quality with customer trust, web design, assurance, and preferential treatment as the dimensions, customer satisfaction, trust, and customer loyalty. Design/Methodology/Approach – This research applied a quantitative research and use online survey platform as the media to distribute the questionnaire through social media such as Line, Instagram, WhatsApp, and several internet banking communities on Facebook, and consisted of 39 questionnaire items with two screening questions. The totals of 401 responses were collected with 400 valid responses which processed and analyzed using SPSS 24 and AMOS 22. Findings – Results show that e-service quality influences customer satisfaction and trust, followed by customer satisfaction that influences trust and loyalty, and trust that influences loyalty. All variables passed the validity and reliability test and no discriminant problems were found. This research shows that all hypothesis is acceptable. Originality/Value – This research provides better understanding to the e-service quality with their dimensions, customer satisfaction, and also customer trust towards customer loyalty in internet banking services in Greater Jakarta area that has never been conducted. The result provides the implication for businesses and recommendation for future researcher.