The Factors Affecting The Individual Customer’s Satisfaction At Internet-Banking Service Quality

This study aims to identify and analyze factors affecting the individual customer’s satisfaction at Internet-banking service quality. The study uses the econometrics, with the exploratory factor and regression analysis methods, to analyze data collected directly from 374 customers who are using Internet-banking services. The study has identified five factors, comprising of web interface, empathy, reliability, responsiveness, and logging-in: the operation that affects the customer’s satisfaction at the Internet-banking quality services. Finally, the research suggests a number of prioritized policies to optimize customer’s satisfaction at Internet-banking services provided by banks.