Authors : Toto Sugiharto
Abstract: This study empirically examines indirect impacts of web quality dimension on customer loyalty through customer satisfaction with internet banking service quality in the Indonesian banking industry. The primary data were obtained from 200 respondents of ten banks using self-administered questionnaire through personal contact. Path analysis was performed to test the proposed hypotheses. It was found that web quality dimensions which include accessibility and security, speed and facility of access, information quality, interaction facilities and contact and (design in different strengths and magnitudes significantly affect customer loyalty through customer satisfaction. Information quality or informativeness of website was identified as the most important dimension of web quality in influencing customer satisfaction and, in turn, customer loyalty.
Toto Sugiharto , 2017. Indirect Effects of Website Quality Dimensions on Customer Loyalty through Customer Satisfaction: Empirical Evidence from Indonesia’s Banking Industries. International Business Management, 11: 113-117.