Journals Proceedings

Abstract

Implementation of E-Banking in Indonesia itself is a challenge for the bank, although the system has grown rapidly, there is not enough evidence of acceptance among consumers. This study aims to analyze the quality of internet banking services between the two types of banks, the state-owned banks and private banks from the customers. The variables used in this study are four variables namely WebQual Usability, Information Quality, Service Quality, and Social Interaction and Lifestyle Encouragement with research instrument consisting of 25 items of questions. The results of discriminant analysis showed a difference in internet banking service quality assessment between BNI and BCA in terms of Usability, Information Quality, Service Quality, and Social Interaction and Lifestyle Encouragement. In this study, of the four variables the differentiating factor is usability.