Analysis on Internet Banking Services in Indonesia: Impact of Customer Value to Converting Intention

Abstract

This study aims to examine and analyze the influence of trust on technology used for internet banking and its impact on customers' interest to use internet banking. The respondents of this research are 371 (three hundred seventy one) bank customers. The method used is sampling in this study using stratified random sampling design that is the determination of the sample by taking into account certain criteria. The object of the research is about the Information Technology (IT) Based Trustworthiness, IT Utilization Easiness and Internet Banking Utilitarian Customization as independent variable, Customer IT Acceptance Value and Customer Expected Utilitarian Value as intervening variable, Converting Intention to Internet Banking as dependent variable. From the results of the research, it is found that the Information Technology (IT) Based Trustworthiness and IT Utilization Easiness have influence on Customer's IT acceptance value. Internet Banking Utilitarian Customization have influence on Customer expected Utilitarian Value. The ease of use of the Internet Banking technology and Internet Banking Utilitarian Customization of having the effect of increasing the Converting Intention on Internet Banking as long as the independent variables can be improved by the Banking of Aceh and North Sumatra managers. The Information Technology (IT) Based Trustworthiness has no effect to improve Converting Intention on Internet Banking users. The intervening variable is Customer Acceptance of IT Value that fully mediates the influence of independent variable of IT trust to dependent variable Converting Intention so that its role is Fully Mediating. Keywords— Information Technology; Trustworthiness; Utilization Easiness; Internet Banking; Utilitarian Customization; Acceptance Value; Expected Utilitarian Value; Converting Intention