Kusuma, Arief and Baskoro, Gembong and Soetomo, Moh. A. Amin (2016) Customer Perspektive and Service Quality on Internet Banking Using Servqual Framework. Masters thesis, Swiss German University.

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Abstract

Extensive studies have been done in the past on measuring service quality where the service is delivered on a face-to-face encounter. This study assesses and measures online service quality where there is no face-to-face encounter. The service quality measures are particularly on Internet Banking service. The research problem has been stated as the lack of insight into customer perceptions on Internet Banking service quality in Indonesia banks. The purpose of this research is to explore customers’ perceptions on key electronic service dimensions or factors of Internet Banking service quality. The primary objective of this research is to focus on Gap 5: The discrepancy between customer expectations and their perceptions of the service delivered. The research involved collecting primary data through a structured survey questioning which was followed by statistical analysis of the data. The objective was to generalise about online banking customers’ perceptions on the quality of Internet Banking service. To collect primary data the survey questionnaire method was used. In essence, the combination of the quantitative approach and the survey method was utilised in this research. The findings and conclusion of the study is that the overall respondents’ perception on Internet Banking service quality was a satisfactory one. Lastly there were five dimensions that the respondents evaluated Internet Banking service quality on, that of efficiency, performance, security, responsiveness and contact.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	SERVQUAL; Internet Banking; IB Service Quality; Customer Perceptions; Customer Satisfactions
Subjects:	H Social Sciences > HG Finance > HG1501-3550 Banking T Technology > T Technology (General) > T58.5 Information technology
Divisions:	Faculty of Engineering and Information Technology > Department of Information Technology
Depositing User:	Atroridho Rizky
Date Deposited:	13 Jul 2020 14:29
Last Modified:	13 Jul 2020 14:29
URI:	http://repository.sgu.ac.id/id/eprint/1137

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