Pengaruh Teknologi Informasi, Risiko Dan Handling Complaint Terhadap Penggunaan Internet Banking

Abstrak

This study aims to determine how and how much influence information technology, risk and complaint handling have on customer interest in using internet banking at BSI KCP Tangerang Karawaci Mutiara. This study uses a quantitative approach, the type of research conducted is a survey, the research instruments used are questionnaires, interviews and documentation. The sample in this study were customers of BSI KCP Tangerang Karawaci Mutiara who use internet banking. Data analysis techniques used are validity test, reliability test, classical assumption test, multiple linear regression analysis, t test, F test. The results of this study indicate that information technology variables partially have a significant positive effect on customer interest in using internet banking, risk variables partially have a significant negative effect on customer interest in using internet banking and complaint handling variables partially have a significant positive effect on customer interest in using internet banking. And information technology variables, risk and complaint handling simultaneously have a significant positive effect on customer interest in using internet banking Then based on the results of the coefficient of determination it can be seen that the independent variable can explain the dependent variable by 58.3% and 41.7% is explained by other variables.

Keywords: Information Technology; Risk; Complaint Handling; Internet Banking