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

Abstract

The study aims to understand factors that contribute to satisfaction in using internet banking services. The research in banking marketing used mix method both qualitative and quantitative. Data were collected from 120 respondents who used internet banking banks in Indonesia by filling out questionnaires. Focus group discussion was carried out to deep the factors that contribute to customer satisfaction. The results showed that convenience and reliability are factors that can reduce customer dissatisfaction and inconvenience quickly and precisely. Reliability factor occupies the main position as the cause of customer dissatisfaction in using internet banking (52.08%) while convenience is the major factor leading to customer satisfaction (61.07%). Customer segments influenced the choice of internet banking services priority expected by the customer