Strengthening Website Usability in the Pandemic Era:

Reflection of a Study of Internet Banking in Five Major Banks in Indonesia

DOI

10.2991/aebmr.k.201116.053How to use a DOI?

Keywords

website usability, internet banking, pandemic era

Abstract

The results of our research in 2016 showed that website usability is an important factor in the development of internet banking. It was found that website usability has a significant effect on service quality, customer satisfaction, and customer loyalty. The current pandemic situation shows a significant increase in the use of internet banking services because many people are forced to limit physical activity. What are the implications of the research for the current situation? Analysis of the research results shows that website usability needs to be strengthened in this pandemic era by referring to technical measures (design, structure, and content) as well as non-technical aspects such as: attractive design, personalization of service (customization), and user empowerment (sense of competence), so that customers get a satisfying experience per transaction.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Anggoro Sulaksono
AU  - Endang Siti Astuti
AU  - M. Almusadieq
PY  - 2020
DA  - 2020/11/17
TI  - Strengthening Website Usability in the Pandemic Era:
BT  - Proceedings of the 2nd Annual International Conference on Business and Public Administration (AICoBPA 2019)
PB  - Atlantis Press
SP  - 272
EP  - 277
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.201116.053
DO  - 10.2991/aebmr.k.201116.053
ID  - Sulaksono2020
ER  -