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Statistics on Internet Banking Service Quality

Service and after-sales fees


Table 4.14 Statistics on service and after-sales fees



PH07

PH08

PH09

Valid

200

200

200

N




Missing

0

0

0

Mean

2.77

2.78

3.08

Median

3.00

3.00

3.00

Std. Deviation

.422

.415

.937

Minimum

2

2

1

Maximum

3

3

5

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Statistics on Internet Banking Service Quality

Source: Excerpt from SPSS software


Regarding service and after-sales fees, 200 surveyed customers rated the fees acceptable for service products and accompanying promotions (GTTB=2.77 and 2.78). However, the fees are still quite high and promotional services are limited, so the 200 observed customers only selected samples around the value of disagreeing and having no opinion. However, when trading off between service costs and usage decisions, customers still trust and choose the product because the benefits are higher GTTB=3.08

Security Assessment


Table 4.15 Security statistics



BM10

BM11

Valid

200

200

N



Missing

0

0

Mean

4.72

3.71

Median

5.00

4.00

Std. Deviation

.450

.455

Minimum

4

3

Maximum

5

4

Source: Excerpt from SPSS software


Customers believe that when using IB services, their personal information is completely confidential because they all have passwords and only use them. Therefore, the GTTB of this question is 4.72. Regarding the password update feature and security enhancement, it depends on the bank that customers use. In general, customers are quite satisfied with information security with GTTB = 3.71.

Review of over the counter transactions


Table 4.16 Statistics on transactions at the counter



TQ12

TQ13

TQ14

Valid

200

200

200

N




Missing

0

0

0

Mean

4.16

4.18

4.75

Median

4.00

4.00

5.00

Std. Deviation

.368

.385

.434

Minimum

4

4

4

Maximum

5

5

5

Source: Excerpt from SPSS software


Traditional transactions cause inconvenience as it takes a lot of time to go to the bank. Most customers agree with this delay with GTTB = 4.16.

Currently, many branches and transaction offices of banks have "sprouted" a lot but still not enough to meet the transaction needs of customers. Therefore, GTTB for the question "There are not many transaction offices branches agree to choose at 4.18"

The utilities are not as diverse and rich as other product services, which are highly selected by the surveyed customer group with average value = 4.75

The special point is in the quality of transactions at the counter when all surveyed customers chose to agree and completely agree. This shows that customers no longer feel comfortable with traditional services.

Evaluating the quality of Internet Banking services


Table 4.17 Statistics on Internet Banking service quality



IB15

IB16

IB17

IB18

IB19

IB20

Valid

200

200

200

200

200

200

N







Missing

0

0

0

0

0

0

Mean

4.03

3.50

4.13

4.82

3.30

3.51

Median

4.00

4.00

4.00

5.00

3.00

4.00

Std. Deviation

.641

.808

.660

.385

.730

.702

Minimum

3

2

3

4

2

2

Maximum

5

5

5

5

4

4

Source: Excerpt from SPSS software


When customers were asked about the quality of IB services, they were quite satisfied with the average score ranging slightly from 3.5 to 4.2. The most prominent question was still the question of saving time, which customers unanimously chose at average score 4.82. The biggest benefit is still saving a lot of time compared to traditional transactions, just a light click can successfully transact without having to go to the bank.

The IB service quality factor fluctuates around (2-5). Customers do not have negative reviews about the benefits that IB services bring, so all do not choose the value of completely disagree.

Evaluation of usage decisions

Table 4.18 Statistics on usage decisions



QD21

QD22

QD23

Valid

200

200

200

N




Missing

0

0

0

Mean

4.72

4.75

4.75

Median

5.00

5.00

5.00

Std. Deviation

.450

.434

.434

Minimum

4

4

4

Maximum

5

5

5

Source: Excerpt from SPSS software


Customers all decided to trust and continue using IB service, GTTB = 4.72-4.75. Customers feel that this service is still the right and essential choice in the current Information Technology era.

4.2 Research model validation


To assess the internal consistency of research concepts, the Exploratory Factor Analysis (EFA) method and the Cronbach Alpha reliability coefficient method were performed.

4.2.1 Cronback Alpha Test

Cronbach's Alpha coefficient analysis is used to evaluate the reliability of the scale in the study. The criteria for selecting a scale must have a reliability of 0.6 or higher and variables with a total item correlation coefficient of less than 0.3 will be eliminated. Results of Cronbach's Alpha coefficient analysis of 8 factors affecting the decision to use IB

Registration Procedure Rating Scale

Table 4.19 Cronbach Alpha test of registration procedure



change

close

Average value

if variable is eliminated

Standard deviation

if variable is eliminated

Correlation coefficient

variable - total

Cronbach's Alpha

if variable is eliminated

Perceived usefulness: Cronbach's Alpha = -0.509

TT01

6.64

0.794

-0.113

-0.757a​

TT02

5.48

1,397

-0.324

0.273

TT03

6.94

1.122

-0.082

-0.661a​

Source: Excerpt from SPSS software


The Cronbach Alpha test result of the registration procedure scale did not meet the requirements, specifically = -0.509 < 0.6 and removing 1 of the 3 variables did not help > 0.6. Therefore, the 3 observed variables in this scale were eliminated in the next EFA analysis.

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