Kualitas Layanan Internet Banking : Analisis dengan Menggunakan Metode E-Servqual dan Importance Performance Analysis

Adiandari, Ade Maharini and Winata, Hendra and Yuliani, . Kualitas Layanan Internet Banking : Analisis dengan Menggunakan Metode E-Servqual dan Importance Performance Analysis. Forum Manajemen Indonesia.

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Abstract

Increasing competition in banking business requires the banking business to transform towards digitalization, one of which is through the implementation of internet banking services. This study aims to analyze the level of customer satisfaction in terms of the use of internet banking services based on e-Servqual method that is integrated with fuzzy logic. This study also identifying improvements to internet banking services that are prioritized by customers using the Importance Performance Analysis (IPA). The study conducted on 120 internet banking users in one Branch Office of State-Owned Enterprises bank in Balikpapan, East Kalimantan. Based on the gap of Fuzzy e-Servqual score, there are still negative scores for all dimensions. This showed that there are unsatisfaction on internet banking services from banking customer with highest fuzzy expected value is transaction accuracy and transaction speed and highest fuzzy perceived valued is transaction speed and transaction easyness. Result from IPA analysis indicated that there are 11 bank indicators that should improve as first priority and 4 indicators as second priority. From the results of this study, banks will know a comprehensive improvement strategy on internet banking services, including stages for improvement especially in facing the speed of digital transformation in the banking world. Keywords: e-Servqual, Internet Banking, Fuzzy e-Servqual, Important Performance Analysis (IPA)

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