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Research Article Open Access

Quality of Website Services at Government Banks, National Private Banks and Local Government Banks in Indonesia: Customer Perspective Approach

Abstract

The purpose of this research is to analyze the customer's characteristics of private commercial banks and national governments in using e-banking, and to analyze the existence of differences in the use of e-banking through six variables, namely accessibility, interaction, adequacy of information, usefulness of content, lifestyle and personality. The results of this research show that there is a clear difference between the customers of local government bank, government bank and national private bank in measuring the quality of service of the bank's website in Bekasi City. Three factors discriminant analysis and two factor discriminant analysis is used to analyze the respondents of local government bank (DKI Bank), government bank (Mandiri Bank), private bank (BCA Bank) and respondents of BJB Bank and Mandiri Bank. The result of three factors discriminant analysis shows that there is a difference between the customers of local government bank, government bank and private bank. Meanwhile, the result of two factors discriminant analysis shows that there is no difference between the customer of government bank and the customer from local government bank in measuring the service quality website.

HENNY MEDYAWATI, LISTA KUSPRIATNI, RINA SUGIARTI, MUHAMMAD YUNANTO

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