PENGARUH DIMENSI KUALITAS LAYANAN ONLINE BANKING, OVERALL ONLINE BANKING SERVICE QUALITY, TERHADAP CUSTOMER SATISFACTION

ENDRICO YOGASWARA, Rokhima Rostiani, S.E., M.Mgt.

2014 | Skripsi | MANAJEMEN

Internet merupakan salah satu kemajuan teknologi di era globalisasi. Melalui internet masyarakat dapat mengakses informasi di mana saja dan kapan saja. Meningkatnya pengguna internet dan semakin majunya teknologi perangkat elektronik merupakan peluang yang dimanfaatkan industri perbankan. Melalui perangkat elektronik yang berbasis jaringan perbankan menyalurkan layanannya. Layanan tersebut biasa disebut online banking. Perbedaan karakter antara layanan bank secara tradisional dan layanan secara online menjadi sebuah fenomena yang perlu diteliti serta bagaimana customer satisfaction dapat dipengaruhi oleh layanan online banking. Pada penelitian ini variabel-variabel yang diteliti yang mempengaruhi customer satisfaction meliputi online service quality, online information system quality, banking service product quality, overall online banking service quality. Penelitian ini mengambil sampel nasabah perbankan pengguna online banking (ATM, e-banking, dan mobile banking). Hasil penelitian ini menunjukkan adanya pengaruh positif dan signifikan online information system quality, banking service product quality terhadap overall online banking service quality dan overall online banking service quality berpengaruh positif dan signifikan terhadap customer satisfaction. Sedangkan variabel online service quality tidak berpengaruh signifikan terhadap overall online banking service quality.

Internet is one of the technological advances in the globalization era. People can access information anywhere and anytime via internet. Increasing internet users and the more advanced technology of electronic devices is an opportunity that utilized by banking industry. Banking industry delivering services via a network-based electronic device. These services commonly called online banking. The difference in character between traditional bank services and online services become a phenomenon that needs to be investigated and how customer satisfaction can be influenced by the online banking service. In this study the variables that affect customer satisfaction included online service quality, online information system quality, banking service product quality, overall online banking service quality. This study took a sample of online banking users (ATMs, e-banking, and mobile banking). The results of this study showed a positive and significant impact of online information system quality, banking service product quality on the overall quality of online banking services and overall online banking service quality positive and significant effect on customer satisfaction. While the online service quality variables did not significantly influence the overall quality of online banking service.

Kata Kunci : online banking, online service quality, online information system quality, customer satisfaction.