Analisis Hubungan Faktor-Faktor E-Service Quality, Perceived Usefulness Dan Perceived Enjoyment Terhadap Penggunaan Internet Banking Dalam Transaksi Keuangan Elektronik
PRAMUKTI, FERRI SANDRIA (Pembimbing; Sumiyana, Drs., M.Si., Ak.), Sumiyana, Drs., M.Si., Ak.
Penelitian ini dilakukan untuk menganalisis penerimaan sistem teknologi informasi dalam penggunaan internet banking dengan nasabah pengguna internet banking sebagai subyek penelitian. Pengukuran penerimaan sistem teknologi informasi dalam penggunaan internet banking diukur dengan menggunakan ease of use, website design, reliability, responsiveness, system availability, privacy, responsiveness, empathy, experience, trust, perceived usefulness dan perceived enjoyment. Penelitian ini menggunakan modifikasi E-Service Quality yang diperkenalkan oleh Li et al. (2009) yang mengadopsi dimensi-dimensi SERVQUAL (Parasuraman et al., 1985). Ditambah dua variabel yang direplikasi dari penelitian sebelumnya oleh Pikkarainen et al. (2004) yaitu perceived enjoyment dan perceived usefulness yang diadopsi dari Technology Acceptance Model (TAM) oleh Davis, 1989. Pengujian hipotesis akan dirumuskan ke dalam model persamaan regresi linier berganda. Model ini juga akan dianalisis kekonsistenan hasil persamaan regresinya dengan model II, III dan IV. Hasil penelitian ini menunjukkan bahwa ease of use, empathy, experience, trust dan perceived usefulness memiliki pengaruh positif signifikan terhadap penggunaan internet banking. Berdasarkan analisis konsistensi hasil persamaan regresi, ditemukan bahwa variabel-variabel tersebut secara konsisten mempengaruhi penggunaan internet banking. Penelitian ini juga menunjukkan bahwa mobilitas pelanggan mempunyai peranan penting dalam penggunaan internet banking.
This research was conducted to analyze the acceptance of information technology systems in the use of internet banking to customers internet banking users as research subjects. Measurement acceptance of information technology systems in the use of internet banking is measured by using ease of use, website design, reliability, responsiveness, system availability, privacy, responsiveness, empathy, experience, trust, perceived usefulness and perceived enjoyment. This research used a modified E-Service Quality, introduced by Li et al. (2009) which adopted the dimensions of SERVQUAL (Parasuraman et al., 1985). Plus two variables that were replicated from previous research by Pikkarainen et al. (2004) that is perceived enjoyment and perceived usefulness which are adopted from the Technology Acceptance Model (TAM) by Davis, 1989. Hypothesis testing will be formulated into a model of multiple linear regression equation. This model of regression equation results consistency will also be analyzed with the model II, III and IV. The results of this research indicate that the ease of use, empathy, experience, trust and perceived usefulness has significant positive influence on the use of internet banking. Based on the results of the regression equation consistency analysis, it was found that these variables consistently affect the use of internet banking. This research also indicates that customer mobility plays an important role in the use of internet banking.
Kata Kunci : Internet Banking, E-Service Quality, SERVQUAL, Technology Acceptance Model (TAM), Regresi Linier,
