Evaluation Of Internet Banking Service Quality For Customers Of BSI Bank KCP Yogyakarta Kusumanegara
Keywords:
Service quality, Internet Banking, Evaluation of Service Quality, BSI KCP Yogyakarta Kusumanegara.
Abstract
This study aims to evaluate the quality of internet banking services at Bank Syariah Indonesia (BSI) KCP Yogyakarta Kusumanegara using five SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. The object of the study was BSI KCP Yogyakarta Kusumanegara customers who use internet banking services, with a sample of 50 respondents selected through purposive sampling technique. This study used a quantitative method with data collection through questionnaires and analysis using descriptive statistics through the calculation of the average value (mean) to assess customer perceptions of each dimension of service quality. The results of the study indicate that in general the quality of BSI internet banking services has been running well in all dimensions, but tangible aspects still require evaluation and improvement, especially related to the interface display, design consistency, and ease of application access. The implications of this study emphasize the importance of optimizing the quality of internet banking services, especially in tangible aspects, so that BSI is able to provide superior, modern digital services that are in accordance with customer needs.
References
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Chaniago, N., & Sari, R. R. (2022). DETERMINAN YANG MEMPENGARUHI NASABAH BANK SYARIAH INDONESIA DALAM PENGGUNAAN INTERNET BANKING. Ekonomi Digital, 1(2), 103-110.
Cresswell, J. W. (2014). Research design: Qualitative, quantitative, and mixed methods approaches (4th ed.). SAGE Publications.
Fatikah, B. H., & Albanna, H. (2022). The influence of E-SERVQUAL and e-trust on e-loyalty: the role of e-satisfaction as an intervening on Islamic mobile banking customer. Journal of Business Management and Islamic Banking, 119-130.
Fitria, A., Munawar, A., & Pratama, P. P. (2021). Pengaruh Penggunaan Internet Banking, Mobile Banking Dan SMS Banking Terhadap Kepuasan Nasabah Bank BNI. Jurnal Informatika Kesatuan, 1(1), 43-52.
Galih, M. D., & Setiawan, F. (2024). Optimizing Islamic Bank Customer Satisfaction Through Mobile Banking And Internet Banking Services. JPS (Jurnal Perbankan Syariah), 5(1), 90-106.
Garzaro, D. M., Varotto, L. F., & Pedro, S. D. C. (2021). Internet and mobile banking: the role of engagement and experience on satisfaction and loyalty. International Journal of Bank Marketing, 39(1), 1-23.
Gautam, D. K., & Sah, G. K. (2023). Online banking service practices and its impact on e-customer satisfaction and e-customer loyalty in developing country of South Asia-Nepal. Sage Open, 13(3), 21582440231185580.
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Ichsan, R. N., & Karim, A. (2021). Kualitas Pelayanan Terhadap Kepuasan Nasabah Pt. Jasa Raharja Medan. Jurnal Penelitian Pendidikan Sosial Humaniora, 6(1), 54-57.
Ismulyaty, S., & Roni, M. (2022). Pengaruh kualitas layanan dan kepuasan pengguna internet banking terhadap loyalitas nasabah bank syariah endidika (bsi kalirejo): the effect of service quality and internet banking user satisfaction on customer loyalty of bank syariah endidika (bsi kalirejo). NISBAH: Jurnal Perbankan Syariah, 8(1), 66-75.
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Lotko, A. (2022). The influence of the quality of internet banking services on customer loyalty. European Research Studies, 25(2B), 259-276.
Mir, R. A., Rameez, R., & Tahir, N. (2023). Measuring Internet banking service quality: an empirical evidence. The TQM Journal, 35(2), 492-518.
Monica, C., & Marlius, D. (2023). Pengaruh kualitas pelayanan terhadap kepuasan nasabah pada Bank Nagari. Jurnal pundi, 7(1), 53-62.
Mulia, D., Usman, H., & Parwanto, N. B. (2021). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. Journal of Islamic Marketing, 12(6), 1097-1123.
Nguyen, D. T., Pham, V. T., Tran, D. M., & Pham, D. B. T. (2020). Impact of service quality, customer satisfaction and switching costs on customer loyalty. The Journal of Asian Finance, Economics and Business, 7(8), 395-405.
Rahi, S., Ghani, M. A., & Ngah, A. H. (2020). Factors propelling the adoption of internet banking: the role of e-customer service, website design, brand image and customer satisfaction. International Journal of Business Information Systems, 33(4), 549-569.
Rahi, S., Othman Mansour, M. M., Alharafsheh, M., & Alghizzawi, M. (2021). The post-adoption behavior of internet banking users through the eyes of self-determination theory and expectation confirmation model. Journal of Enterprise Information Management, 34(6), 1874-1892.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal, 32(6), 1443-1466.
Robinson, R. S. (2024). Purposive sampling. In Encyclopedia of quality of life and well-being research (pp. 5645-5647). Cham: Springer International Publishing.
Ronny, R., Ilfitriah, A. M., & Nurhadi, M. (2021). Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah Menggunakan Electronic Banking. Ekuitas (Jurnal Ekonomi Dan Keuangan), 5(3), 389-406.
Sasono, I., JUBAEDI, A. D., NOVITASARI, D., WIYONO, N., RIYANTO, R., OKTABRIANTO, O., ... & WARUWU, H. (2021). The impact of e-service quality and satisfaction on customer loyalty: Empirical evidence from internet banking users in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 465-473.
Sasono, I., JUBAEDI, A. D., NOVITASARI, D., WIYONO, N., RIYANTO, R., OKTABRIANTO, O., ... & WARUWU, H. (2021). The impact of e-service quality and satisfaction on customer loyalty: Empirical evidence from internet banking users in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 465-473.
Sathiyavany, N., & Shivany, S. (2018). E-banking service qualities, e-customer satisfaction, and e-loyalty: a conceptual model. The International Journal of Social Sciences and Humanities Invention, 5(6), 4808-4819.
Satria, F., & Astarini, D. (2023). Pengaruh Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Dimediasi Oleh Kepuasan Nasabah. Jurnal Ekonomi Trisakti, 3(1), 1911-1924.
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Bank Marketing, 37(5), 1119-1142.
Sharma, R., Singh, G., & Sharma, S. (2020). Modelling internet banking adoption in Fiji: A developing country perspective. International journal of information management, 53, 102116.
Situmorang, S. H., & Luthfi, M. (2012). Statistik untuk penelitian endidikan. Graha Ilmu.
Tumbel, Z., Wenas, R. S., & Lintong, D. C. (2022). Pengaruh Kualitas Layanan dan Kepercayaan Internet Banking Terhadap Loyalitas dengan Kepuasan Nasabah sebagai Variabel Intervening pada BRI Unit Tomohon Selatan. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 10(4), 40-49.
Ul Haq, I., & Awan, T. M. (2020). Impact of e-banking service quality on e-loyalty in pandemic times through interplay of e-satisfaction. Vilakshan-XIMB Journal of Management, 17(1/2), 39-55.
Vetrivel, S. C., Rajini, J., & Krishnamoorthy, V. (2020). Influence of internet banking service quality on customer satisfaction-An Indian experience. Journal of Critical Reviews, 7(2), 546-551.
Wijaya, J. P., & Setiawan, A. S. (2022). Aplikasi Technology Acceptance Model (TAM) Terhadap Penggunaan Internet Banking & Mobile Banking. In Proceeding National Seminar on Accounting UKMC (Vol. 1, No. 1).
Zhang, L., Yi, Y., & Zhou, G. (2022). Cultivate customer loyalty in national culture: a meta-analysis of electronic banking customer loyalty. Cross Cultural & Strategic Management, 29(3), 698-728.
Ariani, A. (2022). Persepsi mahasiswa IAIN Padangsidimpuan tentang keamanan layanan internet banking dalam transaksi perbankan syariah (Doctoral dissertation, IAIN Padangsidimpuan).
Arif, M., & Masdupi, E. (2020). Pengaruh Internet Banking Terhadap Kinerja Perbankan. Jurnal Ecogen, 3(4), 598.
Aulia, R., & Wazdi, A. I. (2022). Pengaruh Persepsi Teknologi Informasi, Risiko dan Handling Complaint terhadap Minat Nasabah dalam Menggunakan Internet Banking di Bank BSI KC Suniaraja Bandung. Jurnal Dimamu, 1(3), 285-294.
Ayinaddis, S. G., Taye, B. A., & Yirsaw, B. G. (2023). Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation. Journal of Innovation and Entrepreneurship, 12(1), 22.
Ayinaddis, S. G., Taye, B. A., & Yirsaw, B. G. (2023). Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation. Journal of Innovation and Entrepreneurship, 12(1), 22.
Cahaya, Y. F., & Siswanti, I. (2020). Internet banking service quality in Indonesia and its impact on e-customer satisfaction and e-customer loyalty. Management Research Studies Journal, 1(1), 75-83.
Chaniago, N., & Sari, R. R. (2022). DETERMINAN YANG MEMPENGARUHI NASABAH BANK SYARIAH INDONESIA DALAM PENGGUNAAN INTERNET BANKING. Ekonomi Digital, 1(2), 103-110.
Cresswell, J. W. (2014). Research design: Qualitative, quantitative, and mixed methods approaches (4th ed.). SAGE Publications.
Fatikah, B. H., & Albanna, H. (2022). The influence of E-SERVQUAL and e-trust on e-loyalty: the role of e-satisfaction as an intervening on Islamic mobile banking customer. Journal of Business Management and Islamic Banking, 119-130.
Fitria, A., Munawar, A., & Pratama, P. P. (2021). Pengaruh Penggunaan Internet Banking, Mobile Banking Dan SMS Banking Terhadap Kepuasan Nasabah Bank BNI. Jurnal Informatika Kesatuan, 1(1), 43-52.
Galih, M. D., & Setiawan, F. (2024). Optimizing Islamic Bank Customer Satisfaction Through Mobile Banking And Internet Banking Services. JPS (Jurnal Perbankan Syariah), 5(1), 90-106.
Garzaro, D. M., Varotto, L. F., & Pedro, S. D. C. (2021). Internet and mobile banking: the role of engagement and experience on satisfaction and loyalty. International Journal of Bank Marketing, 39(1), 1-23.
Gautam, D. K., & Sah, G. K. (2023). Online banking service practices and its impact on e-customer satisfaction and e-customer loyalty in developing country of South Asia-Nepal. Sage Open, 13(3), 21582440231185580.
Ghozali, I. (2018). Aplikasi analisis multivariate dengan program IBM SPSS 25 (9th ed.). Badan Penerbit Universitas Diponegoro.
Ichsan, R. N., & Karim, A. (2021). Kualitas Pelayanan Terhadap Kepuasan Nasabah Pt. Jasa Raharja Medan. Jurnal Penelitian Pendidikan Sosial Humaniora, 6(1), 54-57.
Ismulyaty, S., & Roni, M. (2022). Pengaruh kualitas layanan dan kepuasan pengguna internet banking terhadap loyalitas nasabah bank syariah endidika (bsi kalirejo): the effect of service quality and internet banking user satisfaction on customer loyalty of bank syariah endidika (bsi kalirejo). NISBAH: Jurnal Perbankan Syariah, 8(1), 66-75.
Khatoon, S., Zhengliang, X., & Hussain, H. (2020). The Mediating Effect of customer satisfaction on the relationship between Electronic banking service quality and customer Purchase intention: Evidence from the Qatar banking sector. Sage Open, 10(2), 2158244020935887.
Lotko, A. (2022). The influence of the quality of internet banking services on customer loyalty. European Research Studies, 25(2B), 259-276.
Mir, R. A., Rameez, R., & Tahir, N. (2023). Measuring Internet banking service quality: an empirical evidence. The TQM Journal, 35(2), 492-518.
Monica, C., & Marlius, D. (2023). Pengaruh kualitas pelayanan terhadap kepuasan nasabah pada Bank Nagari. Jurnal pundi, 7(1), 53-62.
Mulia, D., Usman, H., & Parwanto, N. B. (2021). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. Journal of Islamic Marketing, 12(6), 1097-1123.
Nguyen, D. T., Pham, V. T., Tran, D. M., & Pham, D. B. T. (2020). Impact of service quality, customer satisfaction and switching costs on customer loyalty. The Journal of Asian Finance, Economics and Business, 7(8), 395-405.
Rahi, S., Ghani, M. A., & Ngah, A. H. (2020). Factors propelling the adoption of internet banking: the role of e-customer service, website design, brand image and customer satisfaction. International Journal of Business Information Systems, 33(4), 549-569.
Rahi, S., Othman Mansour, M. M., Alharafsheh, M., & Alghizzawi, M. (2021). The post-adoption behavior of internet banking users through the eyes of self-determination theory and expectation confirmation model. Journal of Enterprise Information Management, 34(6), 1874-1892.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal, 32(6), 1443-1466.
Robinson, R. S. (2024). Purposive sampling. In Encyclopedia of quality of life and well-being research (pp. 5645-5647). Cham: Springer International Publishing.
Ronny, R., Ilfitriah, A. M., & Nurhadi, M. (2021). Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah Menggunakan Electronic Banking. Ekuitas (Jurnal Ekonomi Dan Keuangan), 5(3), 389-406.
Sasono, I., JUBAEDI, A. D., NOVITASARI, D., WIYONO, N., RIYANTO, R., OKTABRIANTO, O., ... & WARUWU, H. (2021). The impact of e-service quality and satisfaction on customer loyalty: Empirical evidence from internet banking users in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 465-473.
Sasono, I., JUBAEDI, A. D., NOVITASARI, D., WIYONO, N., RIYANTO, R., OKTABRIANTO, O., ... & WARUWU, H. (2021). The impact of e-service quality and satisfaction on customer loyalty: Empirical evidence from internet banking users in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 465-473.
Sathiyavany, N., & Shivany, S. (2018). E-banking service qualities, e-customer satisfaction, and e-loyalty: a conceptual model. The International Journal of Social Sciences and Humanities Invention, 5(6), 4808-4819.
Satria, F., & Astarini, D. (2023). Pengaruh Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Dimediasi Oleh Kepuasan Nasabah. Jurnal Ekonomi Trisakti, 3(1), 1911-1924.
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Bank Marketing, 37(5), 1119-1142.
Sharma, R., Singh, G., & Sharma, S. (2020). Modelling internet banking adoption in Fiji: A developing country perspective. International journal of information management, 53, 102116.
Situmorang, S. H., & Luthfi, M. (2012). Statistik untuk penelitian endidikan. Graha Ilmu.
Tumbel, Z., Wenas, R. S., & Lintong, D. C. (2022). Pengaruh Kualitas Layanan dan Kepercayaan Internet Banking Terhadap Loyalitas dengan Kepuasan Nasabah sebagai Variabel Intervening pada BRI Unit Tomohon Selatan. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 10(4), 40-49.
Ul Haq, I., & Awan, T. M. (2020). Impact of e-banking service quality on e-loyalty in pandemic times through interplay of e-satisfaction. Vilakshan-XIMB Journal of Management, 17(1/2), 39-55.
Vetrivel, S. C., Rajini, J., & Krishnamoorthy, V. (2020). Influence of internet banking service quality on customer satisfaction-An Indian experience. Journal of Critical Reviews, 7(2), 546-551.
Wijaya, J. P., & Setiawan, A. S. (2022). Aplikasi Technology Acceptance Model (TAM) Terhadap Penggunaan Internet Banking & Mobile Banking. In Proceeding National Seminar on Accounting UKMC (Vol. 1, No. 1).
Zhang, L., Yi, Y., & Zhou, G. (2022). Cultivate customer loyalty in national culture: a meta-analysis of electronic banking customer loyalty. Cross Cultural & Strategic Management, 29(3), 698-728.
Published
2025-09-16
How to Cite
Maulana Firmansyah, & Nursya’bani Purnama. (2025). Evaluation Of Internet Banking Service Quality For Customers Of BSI Bank KCP Yogyakarta Kusumanegara. International Journal of Economics, Business and Innovation Research, 4(05), 476-494. https://doi.org/10.63922/ijebir.v4i05.2283
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