Factor (s) affecting customer perception toward internet banking quality and the effect of customer perception toward internet banking quality to customer loyalty in BII Bali branch

Suryadi, Herman and Taneka, Andrean Chris (2009) Factor (s) affecting customer perception toward internet banking quality and the effect of customer perception toward internet banking quality to customer loyalty in BII Bali branch. Bachelor thesis, Petra Christian University.

Abstract

Stiff competition in the banking industry has required banks in Indonesia to better-equipped themselves with better services as well as supporting facilities. After the era of ATMs, many banks started to introduce a new banking facility: internet banking. BII is currently far lack behind other banks? intemet banking such as BCA due to the lack continuous improvement. Therefore, the next step that has to be taken is to know whether it is worth improving the intemet banking system by knowing whether intemet banking can support BII in maintaining customer loyalty and which factor(s) in BII intemet banking that have to be improved, particularly in Bali. Simple regression and multiple regressions are applied in this research. The data were collected from 100 customers who are also BII intemet banking users. The samples were obtained using non-probability judgmental sampling method. Multiple regressions have succeeded to reveal that accessibility is the most influential factor of customer's perception toward BIIs intemet banking quality, followed by efficiency. Reliability and ease of use are giving partial influence. Security and responsiveness do not give significant influence. On the other hand, simple regression reveals that customer?s perception toward BIIs intemet banking quality does not significantly influence customer loyalty.

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