Analysis Factors of Using Internet Banking in Indonesia

Abstract

The success of internet banking depends on how the customer understanding the system. It is important for the bank tofind out how consumers appreciate internet banking services in order to help find a strategic plan and increase marketshare. This study aims to determine the factors that influence the use of internet banking services.The research used descriptive method. Data collection is done by distributing questionnaires to users of internetbanking in Indonesia with a sample of 385 people with nonprobability sampling purposive. The analysis techniqueused is Exploratory Factor Analysis.This research analyzes the 5 factors that exist are: Performance Expectancy, Facilitating Conditions, Social Influence,Trust, and Effort Expectancy. The results showed that there are three factors that influence the decision to use internetbanking. Factors newly created change indicator with the addition or reduction in the number of indicators derivedfrom different variables. The new three factors are: Performance Expectancy, Trust and Social Influence. Implicationof this study will help the bank to improve its service quality so that the customers morecomfortable and confident with the Internet banking service in Indonesia.