KUALITAS LAYANAN DAN TATA KELOLA INTERNET BANKING DARI PERSEPSI NASABAH
DOI:
https://doi.org/10.24034/j25485024.y2016.v20.i2.57Keywords:
kualitas layanan, internet banking, persepsi nasabahAbstract
Bank dituntut untuk meningkatkan kualitas layanan bagi nasabah, termasuk layanan Internet Banking. Banyak model kualitas layanan menunjukkan beragamnya variabel dalam dimensi kualitas layanan untuk penelitian internet banking. Pada penelitian ini, dimensi kualitas layanan mengcakup 6 variabel terdiri atas Manfaat, Kemudahan, Keamanan, Efisiensi, Responsif, Kemampuan Fisik. Sebanyak 258 Responden telah dikumpulkan datanya dan dianalisis menggunakan regresi linear dan pendekatan analisis domain, diperoleh hasil penelitian bahwa Manfaat, Efisiensi, dan Kemampuan Fisik berpengaruh parsial signifikan positif terhadap Adopsi Internet Banking pada pengguna Internet Banking. Nasabah mempersepsikan bahwa perlunya Bank memperhatikan peningkatan adopsi internet banking dengan memperhatikan aspek keamanan, ketersediaan fitur, komunikasi, kemudahan, dan jaminan. Nasabah mempersepsikan Manfaat menggunakan internet banking adalah layanan internet banking yang aman, tersedia fitur transaksi sesuai kebutuhan nasabah, web bank yang mudah dipelajari dan digunakan. Penyelenggaraan internet banking yang baik memerlukan daya tanggap (responsif) yang tinggi dengan akses web bank yang cepat, dukungan layanan call center 24 jam tiap hari, penyelesaian masalah layanan internet banking dalam waktu yang dapat dipastikan, kompetensi petugas bank dengan pengetahuan yang memadai tentang internet banking.References
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