| Summary: | This study aims to determine the relationship and influence the quality of
internet banking (usability, presentation, content, communication and trust) on
customer satisfaction and customer interest to increase the use of internet banking,
as well as the influence of customer satisfaction on customer interest to increase
the use of internet banking and examine whether or not there differing perceptions
about the quality of internet banking customers views of the age, educational
background, length of membership as a customer and internet banking at another
bank.
Preliminary tests carried out to 30 clients with the results of all questions are
valid. The questionnaire used to collect data, with 114 respondents that customers
who visited the Jakarta Pusat Branch, Branch Pecenongan, Branch Jakarta Kota,
Gambir Branch and Branch Fatmawati.
The results of data analysis showed that based on customer perception of
quality is quite good BNI Internet Banking.
The results of multiple regression analysis showed that the variable quality
of internet banking positively affects BNI Interet Banking customer satisfaction is
the content, communication and trust, while the variable quality of Internet
banking is positively affecting the interests of customers to increase the use of
BNI Intenet Banking is the presentation and trust.
Test results showed the difference in the age of 30 years and under a variable
rate communication is higher than other age groups, apart from that group of
customers who just became a member of BNI Internet Banking uses a variable
rate and content of internet banking BNI higher customer group is also a member
of the bank's internet banking other.
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