Service Quality Measurement Model of E-Banking Website: Validity and Reliability Test of the Research Instrument

Abstract

This study is a preliminary study in order to find the right research instrument, to develop service quality measurement model for e-Banking website in Indonesia using Webqual. The analysis techniques use in this study is the validity test with KMO and Bartlett’s test, and reliability test with Cronbach Alpha. Respondents in this study were clients of private banks National. The initial phase of this study that the respondents where selected from a Faculty of Computer Science and Information Technology majors in Banking Information Systems, Laboratory Assistant and lecturer in Gunadarma University. The limitation of this study was the number of respondents who meet the criteria for bank customers who use e-banking facilities. The first phase of deployment questionnaire results showed that the personality variable was not reliable, and there is one question that is not valid. The overall result shows that the research instrument is reliable and valid, so it can be used for the next research steps.