The Understanding Customer Satisfaction on Internet Banking: A Case Study in Indonesia



The study aims to understand the factors contributing to satisfaction when using internet banking services. This research was carried out by using a qualitative and quantitative approach, as it is intended to analyze the results of banking marketing. Data were collected by filling out questionnaires from 120 respondents who used internet banking of banks in Indonesia. Besides, a focus group discussion was conducted to deepen the factors which contribute to customer satisfaction. Findings. The results indicated that convenience and reliability are factors that can quickly and accurately reduce customers’ dissatisfaction and inconvenience. The reliability factor is the main cause of customer dissatisfaction in using internet banking (52.08%), while convenience is the major factor leading to customer satisfaction (61.07%). Customer segments have influenced the customer’s expected priority of choosing Internet banking services.

Keyword: Customer Satisfaction, internet banking, convenience, reliability

Penulis : Ronny, Mochamad Nurhadi, Aniek Maschudah Ilfitriah

Publisher : Universitas Terbuka



Al-Ajam, A.S., & Nor, K.M. (2013). Influencing Factors on Behavioral Intention to Adopt Internet Banking Service, World Applied Sciences Journal, 22(11),1652-1656

Ahangar, R. G. (2011). An Investigation into the Determinant Of Customer Preferences and Satisfaction of Internet Banking (Empirical Study of Iranian Banking Industry, Journal of Applied Sciences, 11(3), 426-437

Akram, S., & Asghar, N. (2012). An empirical analysis of Customer Satisfaction on adoption of internet banking in Pakistan,, 3(9), 1124-1132

Ayyash, M. M. (2017). Scrutiny of Relationship between E-Banking Information Quality Dimensions and Customer Satisfaction, Journal of Computer Science, 13(4), 78-90

Callaway, S. K., Jagani, S.B. (2015). Strategic Context for Internet Banking: How Traditional Banks Manage e-Commerce to Build IT Capabilities and Improve Performance, Journal of Internet Banking and Commerce, 20(1), 1-21

Clemes, M. D., Gan, C., & Du, J. (2012). The Factors Impacting on Customers’ decisions to adopt Internet Banking, Journal of Bank and Bank System, 7(12), 33-50

Gupta, K. K., Bansal, I. (2012). Development of an instrument to measure internet banking service quality in India, Journal of Arts, Science & Commerce, 2(2), 11-25

Hassan, M.T., Mukhtar, A., Ullah, R.K., Shafique, H., Rehmna, S.U., & Anwar, A. (2012). Customer Service Quality Perception of Internet Banking, International Journal of Learning & Development, 2(2), 86 – 100

Ivanauskiene, N., Auruškevičienė, V., Škudienė, V., Nedzinskas, S. (2012). Customer Perceptions of Value : Case of Retail Banking, Journal of Organizations and Markets in Emerging Economies, 3(1), 75 – 88

Mustad, M., Jaakkola, E., & Halinen, A. (2013). Customer participation and value creation: a systematic review and research implications, Journal of Managing Service Quality, 23(4), 341-359

Namahoot, K.S., & Laohavichien, T. (2015). Quality Management And Trust Of Internet Banking In Thailand, International Journal of Scientific and Technology Research, 4(9), 257-262

Nasri, W. (2011). Factors Influencing the Adoption of Internet Banking in Tunisia, International Journal of Business and Management, 6(8), 143

Nochai, R., & Nochai, T. (2013). The Impact of Internet Banking Service on Customer Satisfaction in Thailand: A Case Study in Bangkok, International Journal of Humanities and Management Sciences, 1(1)

Waithaka, S.T., Nzeveka, K.M.J. (2015). Customers Perception on Convenience of Use of Internet Banking in Commercial Banks in Kenya, . International Journal of Novel Research in Marketing Management and Economics, 2(2), 66-74

Zafar, M., Zaheer, A., Rahman, S., & Rehman, R. (2011). Impact of online service quality on customer satisfaction in banking sector of Pakistan, African Journal of Business Management, 5(30), 11786-11793


Please enter your comment!
Please enter your name here