The Effect of Information Technology Management on Customer Satisfaction in E-Bank Services

Abstract

The banking industry is currently growing rapidly by utilizing and optimizing management information and technology in the form of e-banking as an efficient means of a satisfying customer. Online-based services at banks are more efficient services to help customers. Technological advances have been used to attract customer for bank transactions. Therefore, customer satisfaction is a priority in banking activities. Customer satisfaction is an important factor in maintaining a competitive advantage in the era of technological development. This research is a form of replication that will use the subject of e-banking user bank customer in Indonesia which aims to determine the factors that affect customer satisfaction of e-banking service users. This research uses quantitative methods with multiple linear regression analysis. The results of this study state that cloud service, e-learning, and service quality are factors that can increase customer satisfaction when using e-banking services.

Keywords : customer satisfaction, e-banking, e-learning, security, service quality, the role of cloud service