Internet banking in Indonesia: website usability, service quality, customer satisfaction, trust, and loyalty

Anggoro Sulaksono, Endang Siti Astuti, Mochammad Al Musadieq, Zainul Arifin and Kusdi Rahardjo

International Journal of Business Excellence, 2025, vol. 35, issue 1, 42-69

Abstract: This research aims to develop a model of website usability, service quality, customer satisfaction, trust, and customer loyalty to internet banking users in five major banks in Indonesia, which this research will provide great benefits for banks in Indonesia in overcoming existing problems where this research will provide great benefits for banks in Indonesia in overcoming existing problems. The population consisted of internet users from five big Indonesian banks, who have been using internet banking for at least a year and perform transactions through it. The data was studied using a structural equation modelling approach. The results show that website usability is antecedent to service quality, customer satisfaction, and customer loyalty. This means that website usability is needed to build a good quality of service, to improve customer satisfaction, and to build higher customer loyalty. The existence of a research gap is related to the effect of website usability on customer loyalty; encouraging this research to contribute to filling that research gap.

Keywords: website usability; customer satisfaction; service quality; customer loyalty; structural equation modelling; Indonesia. (search for similar items in EconPapers)
Date: 2025
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