ANALISA FAKTOR-FAKTOR YANG MEMPENGARUHI KEPERCAYAAN DAN PENGARUH KEPERCAYAAN TERHADAP LOYALITAS PENGGUNA INTERNET BANKING DI SURABAYA

Authors

  • Sri Maharsi Faculty of Economics, Petra Christian University
  • Fenny Fenny Alumnus, Faculty of Economics, Petra Christian University

:

https://doi.org/10.9744/jak.8.1.pp.%2035-51

Keywords:

internet banking, trust, loyalty

Abstract

This research intends to know the factors that influence the trust and the influence of the trust of the users' loyalty to internet banking in Surabaya. The sample of this research is 106 users of internet banking at BCA, Lippo, Mandiri, Niaga, BII, Permata, Bukopin and Mega Bank. The statistical tool used in this research was Structural Equation Modelling (SEM). Data were analyzed using statistical software LISREL 8.30. The results of this research indicated that opportunistic behaviour control was the greatest factor that influencing I-Banking customers' trust, followed by shared value and communication, moreover this research also proved that trust act as the factor that influence the internet banking users' loyalty. Abstract in Bahasa Indonesia : Penelitian ini bertujuan untuk mengetahui faktor-faktor yang mempengaruhi kepercayaan dan apakah kepercayaan mempengaruhi loyalitas pengguna terhadap internet banking di Surabaya. Sampel dalam penelitian ini berjumlah 106, yang merupakan pengguna internet banking dari bank BCA, Lippo, Mandiri, Niaga, BII, Permata, Bukopin dan Mega. Alat statistik yang digunakan adalah Structural Equation Modelling (SEM). Data dianalisis dengan menggunakan software statistik LISREL 8.30. Hasil dari penelitian ini mengindikasikan bahwa opportunistic behaviour control merupakan faktor utama yang mempengaruhi kepercayaan nasabah terhadap internet banking, diikuti oleh shared value dan komunikasi, penelitian ini juga membuktikan bahwa kepercayaan berperan sebagai faktor yang mempengaruhi loyalitas pengguna internet banking. Kata kunci: internet banking, kepercayaan, loyalitas.

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Published

2007-02-20

How to Cite

Maharsi, S., & Fenny, F. (2007). ANALISA FAKTOR-FAKTOR YANG MEMPENGARUHI KEPERCAYAAN DAN PENGARUH KEPERCAYAAN TERHADAP LOYALITAS PENGGUNA INTERNET BANKING DI SURABAYA. Jurnal Akuntansi Dan Keuangan, 8(1), pp. 35-51. https://doi.org/10.9744/jak.8.1.pp. 35-51

Issue

Vol. 8 No. 1 (2006): MAY 2006

Section

Articles

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