Influence Service Quality To Customer Satisfaction And Customer Loyalty Using Self Service Technology: Internet Banking

This research aims to test the impact of service quality on internet banking towards customer satisfaction and customer loyalty. This research use quantitative approach with Structural Equation Model (SEM) method. This research use 162 samples who use internet banking. The result show that among the 6 dimension of internet banking quality 3 dimension have positive significant impact. They are ease of use, fulfillment, and security and privacy. In other side 3 other dimensions are responsiveness, reliability, and convenience have found to be not significant affect the customer satisfaction. In addition customer satisfaction has positive significant toward customer loyalty