AN ANALYSIS OF CUSTOMER INTENTION IN USING INTERNET BANKING
The Internet has been widely used in various business fields. The function of the Internet in this modern era is not only for giving information but it also handles banking transactions anytime and anywhere without being limited by time and distance. This study aims to determine and analyze the influence of Perceived Value, Perceived Ease of Use and Perceived Risk to Customer intention to use Internet Banking. The respondents in this study were 100 respondents who visited BCA KCP A.Yani Pekanbaru. The data analysis technique used is multiple linear regression analysis using the t-test and F test for hypothesis testing. The results of this study indicate that not all variables are influential, in Perceived Ease of Use there is no influence, while the variables of Perceived Value and Perceived Risk have an influence on customer intention. The variables of Perceived Value and Perceived Risk have a significant effect, while Perceived Ease of Use variables that do not significantly influence customer intention for using Internet Banking.
Keywords : Perceived Value, Perceived Ease of Use, Perceived Risk, Customer Intention
Boksberger, P. E., & Melsen, L. (2011). Perceived value: a critical examination of definitions, concepts and measures for the service industry. Journal of services marketing.
Corbitt, B. J., Thanasankit, T., & Yi, H. (2003). Trust and e-commerce: a study of consumer perceptions. Electronic commerce research and applications, 2(3), 203-215.
D'Alessandro, S., Girardi, A., & Tiangsoongnern, L. (2012). Perceived risk and trust as antecedents of online purchasing behavior in the USA gemstone industry. Asia pacific journal of marketing and logistics.
Eggert, A., & Ulaga, W. (2002). Customer perceived value: a substitute for satisfaction in business markets?. Journal of Business & industrial marketing.
Featherman, M. S., Miyazaki, A. D., & Sprott, D. E. (2010). Reducing online privacy risk to facilitate e‐service adoption: the influence of perceived ease of use and corporate credibility. Journal of Services Marketing.
Guriting, P., & Ndubisi, N. O. (2006). Borneo online banking: evaluating customer perceptions and behavioural intention. Management research news.
Gu, J. C., Lee, S. C., & Suh, Y. H. (2009). Determinants of behavioral intention to mobile banking. Expert Systems with Applications, 36(9), 11605-11616.
Gallarza, M. G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour. Tourism management, 27(3), 437-452.
Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in human behavior, 25(4), 887-896.
Kanchanatanee, K., Suwanno, N., & Jarernvongrayab, A. (2014). Effects of attitude toward using, perceived usefulness, perceived ease of use and perceived compatibility on intention to use E-marketing. Journal of Management Research, 6(3), 1.
Martins, C., Oliveira, T., & Popovič, A. (2014). Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. International Journal of Information Management, 34(1), 1-13.
Merle, A., Chandon, J. L., Roux, E., & Alizon, F. (2010). Perceived value of the mass‐customized product and mass customization experience for individual consumers. Production and operations management, 19(5), 503-514.
Vijayasarathy, L. R. (2004). Predicting consumer intentions to use on-line shopping: the case for an augmented technology acceptance model. Information & management, 41(6), 747-762.
Zhou, L., Dai, L., & Zhang, D. (2007). Online shopping acceptance model-A critical survey of consumer factors in online shopping. Journal of Electronic commerce research, 8(1).