To analyze the outcome of Online Information System Quality (OISQ) on Overall Internet Banking Service Quality (OIBSQ)
DOI:
https://doi.org/10.29070/ap9dcs19Keywords:
Online Information System Quality (OISQ), Overall Internet Banking Service Quality (OIBSQ), Internet banking, Service quality, Reliability, Security, User satisfactionAbstract
The increasing reliance on internet banking services has highlighted the critical role of Online Information System Quality (OISQ) in determining the overall quality of the banking experience. This study explores the relationship between various dimensions of OISQ reliability, security, accessibility, and responsiveness and Overall Internet Banking Service Quality (OIBSQ), which includes user satisfaction, trust, and service performance. Using a survey method, data were collected from 300 online banking users and the influence of OISQ factors on OIBSQ was analyzed using regression and path analysis. The findings indicate that OISQ significantly influences OIBSQ, with reliability and security being the most impactful factors. These results offer valuable insights for banks seeking to enhance their digital services, ensuring higher customer satisfaction and improved service delivery.
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