STUDI TENTANG NILAI PELANGGAN DAN KUALITAS SISTEM TERHADAP KEPERCAYAAN DAN INTENSITAS PENGGUNAAN ELECTRONIC BANKING PADA BCA CABANG SUMENEP

Abstract

This study aimed to examine the effect of customer value and quality of trust in the system to increase the frequency of use of electronic banking. The reason this research was conducted because of several cases of electronic banking fraud to the media resulted in a decreased confidence (trust) in the use of electronic banking customers. This gives effect to the bank which will result in enlargement of the operational cost to reproduce the traditional facilities and disposal costs for electronic banking system of investment that ultimately not used. The sample of this study is the customer BCA Branch Sumenep, a number of 160 respondents. Techniques used in sampling in this study was purposive sampling, the sampling is based on certain characteristics. The meaning of a particular characteristic that is only customer BCA Branch Sumenep which has at least one product connected with the facility to use electronic banking and electronic banking facilities and in non-financial transactions for> 6 months. Path analysis is carried out with SPSS software, used to analyze the data. The analysis showed that customers value and quality affect the trust in the system increases the intensity of use of the frequency of electronic banking. The empirical findings indicate that customer value significant effect on trust; quality of the system significantly influence the trust; trust significantly influence the intensity of use of the frequency of electronic banking.