Determination of Internet Banking Customer Satisfaction - Study at SOE Bank in Indonesia

Nasir, Munawir (2021) Determination of Internet Banking Customer Satisfaction - Study at SOE Bank in Indonesia. Jurnal Minds: Manajemen Ide dan Inspirasi, 8 (1). pp. 127-140. ISSN 2597-6990

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Abstract

ABSTRACT: This study seeks to identify the role of perception of information technology, service quality, and trust on customer satisfaction of internet banking users in several State-Owned Enterprises (SOE) Banks in Indonesia. The study involved 228 respondents from BBRI, BMRI, and BBNI. The stages in data analysis involve the classical assumption, validity & reliability, and effect test using PLS-SEM. The results accept all hypotheses with positive and significant effects. This study finds that the optimal use and application of information technology systems can increase perceptions of internet banking use on customer satisfaction at SOE banks in Indonesia. Keywords: Perceptions of Information Technology; Service Quality; Trust; Satisfaction, Structural Equation Modelling

Item Type: Article
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HG Finance
Divisions: FAKULTAS EKONOMI > MANAJEMEN
Depositing User: Unnamed user with email admin@umi.ac.id
Date Deposited: 28 Sep 2021 06:47
Last Modified: 28 Sep 2021 06:47
URI: http://repository.umi.ac.id/id/eprint/489

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