The Importance of Internet Banking Services

Oct 13, 2025 by wbrum.org 10 views

Introduction

The rapid development of information technology has revolutionized the way people live and interact with each other. In the banking industry, the increasing number of internet users in Indonesia has presented an opportunity for banks to maximize the use of internet banking services. However, despite the potential benefits, state-owned bank customers in Langsa City have not fully utilized this service in their daily transactions. This article aims to explore and analyze how the perception of ease and benefits of using internet banking services can shape the intention to use it among BUMN bank customers in Langsa City.

The Importance of Internet Banking Services

Internet banking services have become an essential tool for banks to provide convenient and efficient services to their customers. With the increasing number of internet users, banks can leverage this technology to reduce the queue in banks, improve operational efficiency, and increase customer satisfaction. However, the adoption rate of internet banking services among customers is still low, particularly in Langsa City. This can be attributed to various factors, including the lack of awareness and understanding of the benefits and ease of use of internet banking services.

The Technology Acceptance Model (TAM)

The Technology Acceptance Model (TAM) provides a simple but strong explanation of the acceptance of technology based on the behavior of its users. The model suggests that the success of internet banking services can be measured through two main perceptions: the ease of use and the benefits of these services. The easier a service is accessed and the greater the benefits felt by the customer, the more positive their attitudes are about the use of internet banking services. This positive attitude, in turn, will encourage customer interest to use internet banking services.

Methodology

This study aims to explore and analyze how the perception of BUMN bank customers in Langsa City on the ease and benefits of using internet banking services can shape their intention to use it. The research data was taken from 220 customers who had used internet banking services using a questionnaire as a data collection method. Data analysis was carried out with the Partial Least Square technique - Structural Equation Model (PLS-SEM).

Results

The results of the analysis show that the perception of ease of use has a positive and significant influence on the attitude of using internet banking services. In addition, the perception of ease of use also contributes positively to the perception of the benefits of the service. Furthermore, the perception of benefits also has a positive effect on customer attitudes in using internet banking services. Not only that, both the perception of ease of use and the perception of direct benefits positively affect the interest in using internet banking services.

The customer's attitude also shows a positive and significant influence on their interest in using this service. In addition to direct influence, there is also an indirect effect of the perception of ease and benefits of using internet banking services on customer attitudes and interests. This shows that the perception of ease and high benefits can create a positive attitude that has an impact on the intention to use internet banking services.

Implications

The findings of this study have several implications for state-owned banks in Langsa City. Firstly, it is essential for banks to provide education and information about the benefits and ease of use of internet banking services to increase the adoption rate among customers. Secondly, banks should focus on improving the user experience of internet banking services to make it more convenient and efficient for customers. Finally, banks should consider offering incentives and rewards to customers who use internet banking services to encourage more people to adopt this technology.

Conclusion

In conclusion, this study provides valuable insights for BUMN bank managers in Langsa City to formulate more effective strategies in promoting internet banking services. By understanding the factors that influence customer attitudes and interests towards internet banking services, banks can increase the use of these services among customers. Ultimately, this will not only reduce the queue in banks but also improve operational efficiency and customer satisfaction.

Recommendations

Based on the findings of this study, the following recommendations are made:

Banks should provide education and information about the benefits and ease of use of internet banking services to increase the adoption rate among customers.
Banks should focus on improving the user experience of internet banking services to make it more convenient and efficient for customers.
Banks should consider offering incentives and rewards to customers who use internet banking services to encourage more people to adopt this technology.
Banks should conduct regular surveys and feedback sessions to understand the needs and preferences of their customers and make necessary improvements to their internet banking services.

Limitations

This study has several limitations that should be acknowledged. Firstly, the study was conducted in Langsa City, which may not be representative of other cities or regions. Secondly, the study only focused on BUMN bank customers, which may not be representative of other types of customers. Finally, the study only analyzed the perception of ease and benefits of using internet banking services, which may not be the only factors that influence customer attitudes and interests.

Future Research Directions

This study provides several avenues for future research. Firstly, future studies can explore the factors that influence customer attitudes and interests towards internet banking services in other cities or regions. Secondly, future studies can analyze the impact of internet banking services on customer satisfaction and loyalty. Finally, future studies can explore the role of technology in shaping customer behavior and attitudes towards internet banking services.

References

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-339.
Venkatesh, V., & Davis, F. D. (2000). A model of the antecedents of perceived usefulness of information technology. Journal of Management Information Systems, 27(2), 155-176.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Frequently Asked Questions (FAQs) about the Effect of Receiving Internet Banking Service Technology on Interest in Use through Attitudes in State-Owned Bank Customers in the City of Langsa ===========================================================

Q: What is the main objective of this study?

A: The main objective of this study is to explore and analyze how the perception of ease and benefits of using internet banking services can shape the intention to use it among BUMN bank customers in Langsa City.

Q: What is the Technology Acceptance Model (TAM)?

A: The Technology Acceptance Model (TAM) is a theoretical framework that explains how individuals form attitudes and intentions towards using technology. It suggests that the success of internet banking services can be measured through two main perceptions: the ease of use and the benefits of these services.

Q: What are the key findings of this study?

A: The key findings of this study are:

The perception of ease of use has a positive and significant influence on the attitude of using internet banking services.
The perception of ease of use also contributes positively to the perception of the benefits of the service.
The perception of benefits also has a positive effect on customer attitudes in using internet banking services.
Both the perception of ease of use and the perception of direct benefits positively affect the interest in using internet banking services.
The customer's attitude also shows a positive and significant influence on their interest in using this service.

Q: What are the implications of this study for state-owned banks in Langsa City?

A: The findings of this study have several implications for state-owned banks in Langsa City. Firstly, it is essential for banks to provide education and information about the benefits and ease of use of internet banking services to increase the adoption rate among customers. Secondly, banks should focus on improving the user experience of internet banking services to make it more convenient and efficient for customers. Finally, banks should consider offering incentives and rewards to customers who use internet banking services to encourage more people to adopt this technology.

Q: What are the limitations of this study?

A: This study has several limitations that should be acknowledged. Firstly, the study was conducted in Langsa City, which may not be representative of other cities or regions. Secondly, the study only focused on BUMN bank customers, which may not be representative of other types of customers. Finally, the study only analyzed the perception of ease and benefits of using internet banking services, which may not be the only factors that influence customer attitudes and interests.

Q: What are the future research directions based on this study?

A: This study provides several avenues for future research. Firstly, future studies can explore the factors that influence customer attitudes and interests towards internet banking services in other cities or regions. Secondly, future studies can analyze the impact of internet banking services on customer satisfaction and loyalty. Finally, future studies can explore the role of technology in shaping customer behavior and attitudes towards internet banking services.

Q: What are the references used in this study?

A: The references used in this study are:

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-339.
Venkatesh, V., & Davis, F. D. (2000). A model of the antecedents of perceived usefulness of information technology. Journal of Management Information Systems, 27(2), 155-176.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.

Q: What are the keywords related to this study?

A: The keywords related to this study are:

Internet banking services
Technology acceptance model (TAM)
Perceived ease of use
Perceived benefits
Customer attitudes
Customer interests
State-owned banks
Langsa City