NADYA AQUARISTA
041224353053
Dosen Pembimbing
Sri Gunawan, DBA

ABSTRACT

The purpose of this research is to examine the quality influence of internet
banking service towards costumer satisfaction. Beside that, this study explored the
correlation among the variables;costumer satisfaction, the easiness of internet
banking access and the transaction frequency of banking service in influencing the
continuity of internet banking. This extensive research was conducted at BRI Putri
Hijau Medan Branch Office. Variables used in this research are the quality of
internet banking service, costumer satisfaction, the easiness of internet banking
access and the transaction frequency of banking service and also the continual usage
of internet banking service. Throughout this research, the source of primary data was
conducted from a purposive sampling by spreading a questionnaire to the costumers
who are using internet banking service. The analytical technique that is used in this
research is Partial Least Square method. This study results proved that: (1) the
quality of internet banking significantly affects the costumer satisfaction, (2)
customer satisfaction in online banking insignificantly affects the continual usage of
internet banking service, (3) the easiness of internet access significantly affects the
continual usage of internet banking service, and (4) the frequency of banking service
transaction significantly affects the continual usage of internet banking.
Key words: quality of internet banking, customer satisfaction, easiness of internet
access, frequency of banking transactions.