Author: Sri Maharsi dan Fenny
JURNAL AKUNTANSI DAN KEUANGAN, VOL. 8, NO. 1, MEI 2006: 35-51
This research intends to know the factors that influence the trust and the influence of the trust of the users’ loyalty to internet banking in Surabaya. The sample of this research is 106 users of internet banking at BCA, Lippo, Mandiri, Niaga, BII, Permata, Bukopin and Mega Bank. The statistical tool used in this research was Structural Equation Modelling (SEM). Data were analyzed using statistical software LISREL 8.30. The results of this research indicated that opportunistic behaviour control was the greatest factor that influencing I-Banking customers’ trust, followed by shared value and communication, moreover this research also proved that trust act as the factor that influence the internet banking users’ loyalty.
Keywords: internet banking, trust, loyalty