Pengaruh Kualitas Layanan Internet Banking Terhadap Kepuasan Dan Loyalitas Nasabah

Abstract

This study aims to examine and analyze the effect of internet banking service quality of customer satisfaction and costumer loyalty for using internet banking. This research is using primary data by using question for the respondents and using purposive sampling. Sampel in this Research are using 200 respodent who are using internet banking in 5 Bank, Bank Madiri, Cimb Niaga, BNI, BRI and BCA. The result of the Research variable of quality service which consist from personal need, site organization, user friendliness, and efficiency of website are effect for customer using quality service of internet banking. Technical method data processing for this research is using PLS‐SEM by evaluating to outer model and inner model. This research can be used as a way to formulate strategres to maintain the advantages of internet banking companies to formulate policies and decision making related issues of service to costumer. Further research is expected too add population of Bank using and raising the standar of internet banking service quality.