This study aimed to describe the level of quality perceived by internet banking customers of a state-owned bank in Indonesia. We use Website Quality (WebQual) theory for this research. By analyzing usability, information quality, and service interaction of the internet banking website, we then interpret the result with Gap Analysis method. With the participation of 100 respondents collected from all over Indonesia, we found that there are value gaps between the actual quality (performance) and ideal quality (importance).
Keywords
Internet banking, e-commerce, website quality, online business