@inproceedings{bd604321c6294861bea7b5446c9eb699,
title = "Gap analysis of Indonesian state-owned bank internet banking website",
abstract = "This study aimed to describe the level of quality perceived by internet banking customers of a state-owned bank in Indonesia. We use Website Quality (WebQual) theory for this research. By analyzing usability, information quality, and service interaction of the internet banking website, we then interpret the result with Gap Analysis method. With the participation of 100 respondents collected from all over Indonesia, we found that there are value gaps between the actual quality (performance) and ideal quality (importance).",
keywords = "E-commerce, Internet banking, Online business, Website quality",
author = "Mahir Pradana and S. Wahyuddin and Syarifuddin Syarifuddin and Adrianza Putra",
note = "Publisher Copyright: {\textcopyright} 2019, IEOM Society International.; 4th North American IEOM Conference. IEOM 2019 ; Conference date: 23-10-2019 Through 25-10-2019",
year = "2019",
language = "English",
isbn = "9781532359507",
series = "Proceedings of the International Conference on Industrial Engineering and Operations Management",
publisher = "IEOM Society",
pages = "1235--1244",
booktitle = "4th North American IEOM Conference. IEOM 2019",
}