Dyah Ayu Kusuma Wardani and Riskayanto
This research is conducted to elaborate and analyze what factors that can drive customer satisfaction and continuance intention in using internet banking. This objective is based upon the research program that discussing the motivation of internet users in visiting commercial content and made online transactions. However, still a little bit of commercial content visitors make payments via internet banking. The populations of this research are customer of Bank BCA, Bank Mandiri, Bank BRI and Bank BNI located in Jakarta and surrounding areas. Sampling was done by purposive sampling method and obtained a sample of 156 respondents. The variables used in this research were system quality, information quality, service quality, perceived usefulness, user satisfaction, subjective norms, and continuance intention. The method of analysis in this research is path analysis. The result showed that the information quality has no significant effect on user satisfaction. While the system quality, service quality, and perceived usefulness have a significant positive effect on user satisfaction. It means, if internet banking that has the high assessment of system quality, service quality, and perceived usefulness, then the customer satisfaction of internet banking is high. In addition, user satisfaction, perceived usefulness, and subjective norms have a significant positive effect on continuance intention. It means if customer's assessment of user satisfaction, perceived usefulness, and subjective norms on internet banking is high, then the intention of customers to continue using internet banking is high.
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