1 COMPARISON OF INTERNET BANGKING WEBSITE QUALITY BETWEEN TWO BANK USING WEBQUAL 4.0 Arientawati. Skom. MM Jl. Singgalang Raya Blok.36 No.4 RT.08/017 Perum Mekarsari Cimanggis Depok 16952 Email : arientawati@yahoo.com ABSTRACT Based on development of service innovation, internet banking need to dig and improved, because it is the promotion appliance form also give the product service able to made excellence in anticipating requirement, the society appetite and also desire progressively mount along with change of condition early and for next period, so that company can must increased and have high competitiveness in the effort looking for the client. Between of the company need to improve quality of service and also mainstay and security from a website or internet banking site. This research using WebQual 4.0 method which consist of four perception variables, there is Usability, Information Quality, Services Interaction and Overall. Intake technique sample performed within this research is Non probability Sampling that is consideration sampling. In this research, the collecting method is quantitative data collecting using form of questioner. Research taken 100 random samples of questioner and obtained 51 sample data for private bank and 49 sample for state bank. The result of reliability indicate that the research variable have cronbach's alpha range from 0.826 to 0.934 and have loading factor range from 0.716 and 0.935. Usually man more frequently use internet banking than woman. Difference of perception from all of internet banking website quality is not influenced by respondent’s characteristic for example genders, education background, and status. Besides that, bank type don't influence quality from internet banking website itself. But actually frequency accessing internet have enough influence from internet banking website quality especially from usability, overall and information quality. Keyword: Webqual, Internet Banking Quality
Based on development of service innovation, internet banking need to dig andimproved, because it is the promotion appliance form also give the product service able tomade excellence in anticipating requirement, the society appetite and also desireprogressively mount along with change of condition early and for next period, so thatcompany can must increased and have high competitiveness in the effort looking for theclient. Between of the company need to improve quality of service and also mainstay andsecurity from a website or internet banking site.
This research using WebQual 4.0 method which consist of four perception variables,there is Usability, Information Quality, Services Interaction and Overall. Intake techniquesample performed within this research is Non probability Sampling that is considerationsampling. In this research, the collecting method is quantitative data collecting using form ofquestioner. Research taken 100 random samples of questioner and obtained 51 sample datafor private bank and 49 sample for state bank.
The result of reliability indicate that the research variable have cronbach's alpharange from 0.826 to 0.934 and have loading factor range from 0.716 and 0.935. Usuallyman more frequently use internet banking than woman. Difference of perception from all ofinternet banking website quality is not influenced by respondent’s characteristic for examplegenders, education background, and status. Besides that, bank type don't influence qualityfrom internet banking website itself. But actually frequency accessing internet have enoughinfluence from internet banking website quality especially from usability, overall andinformation quality.
Keyword: Webqual, Internet Banking Quality
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THE ANTECEDENT
Background of The Problem
Information technology have created more new breakthroughs in all areas That
innovation have used to many people and more easy to use by the users. To increased that
condition then most bank must give some innovation services especially internet banking (E-
Banking) services which is mobile information service and transaction and flexible also, 24
hour nonstop when the client can create various transaction and can be accessed information
from internet. The purpose of this internet banking services is services facilitation for the
client and increased client’s satisfaction.
Based on development of service innovation, internet banking need to dig and
improved, because it is the promotion appliance form also give the product service able to
made excellence in anticipating requirement, the society appetite and also desire
progressively mount along with change of condition early and for next period, so that
company can must increased and have high competitiveness in the effort looking for the
client. Between of the company need to improve quality of service and also mainstay and
security from a website or internet banking site.
Identification of The Problem
The analytical problem is how do service quality of Internet banking website in the
bank which analyzed, how is client comments to quality internet banking website which have
implemented by bank, and also how far quality of internet banking website in this bank take
an effect to profile or characteristic the clients.
The Research Purpose
1. To Explain profile or characteristic from internet banking user.
2. The different perception of website quality based on respondent’s characteristic.
3. The different perception of website quality between bank.
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THEORITICAL REVIEW
WebQual 4.0
WebQual (www.webqual.co.uk) measurement based on quality function deployment
(QFD). The definition of Webqual is :
“ Structured and disciplined process that provides a means to identify and carry the voice of
the customer through each stage of product and or service development and implementation”
(Slabey, 1990) inside Budi Hermana (2009)
From the definition Webqual is measurement to measure and calculate from website
based on the research instruments which such as four variables that is usability, information
quality, services interaction and overall. All of this instrument use to measured customer
satisfactions or user than website quality. Webqual is usually used to analyze more website
among purchase or commercial website, School, Education and internet banking website.
The webqual 4.0 instrument is developed from old version that is webqual 1.0,
webqual 2.0 and webqual 3.0 and also combination and adjustment from servqual. The
research instrument which used in webqual 4.0 relate from this table. This table adopted by
Measuring Website quality improvements journal,: a case study of the forum on strategic
management knowledge exchange oleh Stuart J. Barnes and Richard Vidgen (2003) inside
Budi Hermana (2009):
Table 1.
The WebQual 4.0 Instrument
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THE RESEARCH METHOD
This research execute at some respondents especially the client which having account
in both big bank to be checked internet banking quality, that is Bank BCA represent private
bank and Bank Mandiri represent state bank. In this research of data collecting method using
quantitative method. The appliance of collect the data used form of questioner.
In this research is propagated 100 questioner and returned 100 questioner also. 97
questioner filled direct by respondent and 3 questioner other delivered from email by
respondent. From 100 questioner is obtained of 51 sample data to private bank and 49 sample
to state bank.
RESULT AND SOLUTION
Development and Research Analytical Test
The result of reliability and validity test from sample as complete can be displayed by this
tables:
Table 2.1
Reliability and Validity of Research Instrument
No
Variabel &
total alpha Item
Loading
KMO Bartlet Test Descriptionfactor
X Sign
1 Usability 1 0.800 0.765 351.792 0 All of item
0.875 2 0.852 valid and
3 0.746 reliable
4 0.716
5 0.794
6 0.802
2 Overall 7 0.935 0.857 420.163 0 All of item
0.932 8 0.886 valid and
9 0.877 reliable
10 0.921
11 0.828
3 Information 12 0.849 0.886 474.340 0 All of item
Quality 13 0.879 valid and
0.934 14 0.873 reliable
5
15 0.882
16 0.876
17 0.846
4 Services 18 0.894 0.826 843.576 0 Omission of
Interaction 19 0.924 item 24,25,26
0.826 20 0.897 increasing
21 0.891 a become 0.948
22 0.887
23 0.855
24 -0.065
25 -0.141
26 -0.009
The result of reliability test show that the analytical variable having cronbach's
alpha range 0.826 from 0.934. Cronbach alpha (a) is general standard for measure a group
indicator from second or many variables. This value range of 0 from 1 when value of high
alpha (a) showed that high reliability between that indicator (Boudreau, 2004) inside of
(Farida and Budi Hermana, 2007), which express that the value of cronbach's alpha over 0.6
is adequate for the research of social science.
The result of validity construct showed that all of variable having best validity
construct which displayed of (1) convergent loading factor in one component, (2) The value
of KMO must over than 0.5 and (3) The barlett test result is significant. The value of KMO
in this research range of 0.765 for usability variable instrument from 0.886 information
quality variable instrument.
Descriptions of The Respondent’s Profile
This information about respondent’s profile is important to knowing about condition
of respondent and also knowing perception rule and internet banking user behavior.
The information of internet banking user profile can see in this picture.
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Picture 1.
Graph of Respondent Profile
Pria
Wanita
Jenis Kelamin
Bars show counts
BCA M and iri
Bank
0
10
20
30
Co
un
t
22 29 32 17
Menikah
Belum Menikah
Status Nikah
Bars show counts
BCA M andiri
Bank
5
10
15
20
25
Co
un
t
23 28 23 26
Picture 1.1 Graph of Gender Picture 1.2 Graph of Marital Status
25.4 26.0
Umur Means
Bars s how counts
BCA M andiri
Bank
10
20
30
40
50
Co
un
t
51 49
1419608 1522449
Penghasilan Rata-Rata Means
Bars s how counts
BCA M andiri
Bank
10
20
30
40
50
Co
un
t
51 49
Picture 1.3 Graph of Aging Range Picture 1.4 Graph of Salary Average
SLTP
SMU
Diplom a
Sarjana
S2/S3
Pendidikan Terakhir
Pies s how counts
1.96%
27.45%
5.88%
60.78%
3.92%
BCA M andiri
2.04%
32.65%
4.08%48.98%
12.24%
Picture 1.5 Graph of Educational Background
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The Analysis of Client’s Characteristic Between Internet Banking Website
Quality Using Independent Samples t-Test Method.
The researcher want to Analyze how relate between the client’s characteristic than
internet banking website quality Using the data. The researcher taking age, educational
background and respondent’s salary average as sample to compare with analytical instrument
variable such of usability, overall, information quality and services interaction. The analytical
problem is what aging range, respondent’s salary average, educational background,
frequently of internet usage influence to that four variables,
Table 3.
Result of t-test gender than usability
The assume value to same two variant populated is 0.495 with probability (sig) among
0.622. Therefore probability values > 0.05 then H0 is accepted and H1 is declined it’s mean
gender can’t influenced of usability internet banking website
From using same method the researcher want to analysis whether respondent’s gender
is influence to overall, information quality and services interaction from internet banking
website and the result can be displayed by this table :
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Table 4
The result of t-Test gender to overall, information quality and services interaction
The conclusion is :
a) T-rest value which using same variant populated for overall is -0.022 with probability
(sig) is 0.982. Therefore probability value > 0.05 then H0 is accepted and H1 is declined,
it’s mean respondent’s gender is not influenced overall from internet banking website.
b) T-rest value which using same variant populated for information quality is 0.238 with
probability (sig) is 0.812. Therefore probability value > 0.05 then H0 is accepted and H1
is declined, it’s mean respondent’s gender is not influenced information quality from
internet banking website.
c) T-rest value which using same variant populated for services interaction is 0.691 with
probability (sig) is 0.461. Therefore probability value > 0.05 then H0 is accepted and H1
is declined, it’s mean respondent’s gender is not influenced services interaction from
internet banking website.
After that, the researcher want to analyzed related of respondent’s educational background
with internet banking website quality. Is that educational background is influenced to
usability, overall, information quality and services interaction from internet banking website
with using oneway annova method. The result can be displayed by this table :
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Table 5.
The result of annova for educational background to usability, overall, information quality
and services interaction.
- Conclusion :
a) Levene value or F-test for usability is 2.169 with probability (sig) is 0.078.
Therefore probability value > 0.05 then H0 is accepted and H1 is declined, it’s
mean respondent’s educational background is not influenced usability from
internet banking website.
b) Levene value or F-test for overall is 0.892 with probability (sig) is 0.472.
Therefore probability value > 0.05 then H0 is accepted and H1 is declined, it’s
mean respondent’s educational background is not influenced overall from internet
banking website.
c) Levene value or F-test for information quality is 0.399 with probability (sig) is
0.809. Therefore probability value > 0.05 then H0 is accepted and H1 is declined,
it’s mean respondent’s educational background is not influenced information
quality from internet banking website.
d) Levene value or F-test for services interaction is 1.414 with probability (sig) is
0.235. Therefore probability value > 0.05 then H0 is accepted and H1 is declined,
it’s mean respondent’s educational background is not influenced services
interaction from internet banking website.
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After that, the researcher want to analyzed is that bank type influenced to internet banking
website quality. Is that bank type influenced to usability, overall, information quality and
services interaction from internet banking website using independent sample t-test method.
The result of that t-test can be displayed by this table :
Tabel 6.1
The result of t-test bank to usability overall, information quality and
services interaction
Table 6.2
The result of t-test bank to usability overall, information quality and
services interaction (continued)
From this result, the conclusion is :
a) T-rest value which using same variant populated for usability is 0.052 with probability
(sig) is 0.959. Therefore probability value > 0.05 then H0 is accepted and H1 is declined,
it’s mean bank type is not influenced usability from internet banking website.
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b) T-rest value which using same variant populated for overall is 0.396 with probability (sig)
is 0.693. Therefore probability value > 0.05 then H0 is accepted and H1 is declined, it’s
mean bank type is not influenced overall from internet banking website.
c) T-rest value which using same variant populated for information quality is 1.074 with
probability (sig) is 0.286. Therefore probability value > 0.05 then H0 is accepted and H1
is declined, it’s mean bank type is not influenced information quality from internet
banking website.
d) T-rest value which using same variant populated for services interaction is -0.012 with
probability (sig) is 0.991. Therefore probability value > 0.05 then H0 is accepted and H1
is declined, it’s mean bank type is not influenced services interaction from internet
banking website.
Based on table 6 it can be see probability result with same variance assumption and
different variance assumption not displayed significant variable from that four variable.
After that, the researcher want to analyzed related of internet access frequency with quality of
internet banking website. Is that period of internet accessing by respondent can influenced
usability, overall, information quality and services interaction from internet banking website
with used oneway annova method. The result can be displayed by this table :
Table 7.
The result for annova internet access frequency to usability, overall, information quality dan services
interaction.
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- Conclusion :
a) Levene value or F-test for usability is 3.512 with probability (sig) is 0.004.
Therefore probability value < 0.05 then H0 is accepted and H1 is declined, it’s
mean that internet access frequency is influenced for usability from internet
banking webite.
b) Levene value or F-test for overall is 3.116 with probability (sig) is 0.008.
Therefore probability value < 0.05 then H0 is accepted and H1 is declined, it’s
mean that internet access frequency is influenced for overall from internet
banking website.
c) Levene value or F-test for information quality is 2.713 with probability (sig) is
0.018. Therefore probability value < 0.05 then H0 is accepted and H1 is declined,
it’s mean that internet access frequency is influenced for information quality from
internet banking website.
d) Levene value or F-test for services interaction is 1.673 with probability (sig) is
0.136. Therefore probability value > 0.05 then H0 is declined and H1 is accepted,
it’s mean that internet access frequency is not influenced for services interaction
from internet banking website.
e) The final conclusion for that is internet access frequency is influenced for mutu
internet banking website quality such as usability, overall andinformation quality.
For the analysis can be displayed graph of internet banking website quality two analytical
bank. There is BCA dan Mandiri :
1. Usability
Picture 2. Graph of Usability Website from BCA and Mandiri
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2. Overall
Picture 3. Graph of Overall Website from BCA and Mandiri
3. Information Quality
Picture 4. Graph of Information Quality Website from BCA and Mandiri
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4. Services Interaction
Picture 5. Graph of Services Interaction Website from BCA and Mandiri
CONCLUSSION
1. From respondent’s characteristic, people using internet banking consist of more than
office staff which having age range between 22-40 years old, they usually like to
transact with internet banking website than using manual method because most of them
is busy with their work everyday almost don’t have anytime to go to bank. Most of
them access internet banking website is man than women.
2. The different from perception about internet banking website quality is not
influenced by respondent’s characteristic such as gender, educational background,
and marital status.
3. Type of bank is not influenced internet banking website quality itself. But in fact
internet access frequency is enough to influenced internet banking website quality
especially from usability, overall and information quality.
