The Influence of E-Financial, Website Quality and E-Service Quality on Customer Transaction Satisfaction with Online Transactions as Intervening Variables at Banco Nacional De Comercio De Timor-Leste
DOI:
https://doi.org/10.1229/tecempresarialjournal.v19i1.455Keywords:
E-Financial, Website Quality, E-Service Quality, Online Transactions, Customer Transaction Satisfaction.Abstract
This research aims to examine the development of online transactions among customers of Banco Nacional de Comercio de Timor-Leste (BNCTL). Despite the growing trend of online banking globally, many BNCTL customers still do not engage in online transactions daily. This reluctance is primarily due to a lack of information about mobile and internet banking. As a result, the economic value in Timor-Leste is not increasing as it could, and the country struggles to compete with others that have integrated online transactions into everyday activities. The research uses an explanatory method to provide a systematic, factual, and accurate description of the facts, characteristics, and relationships between the variables studied. The data analysis employs the Structural Equation Model-SEM Lisrel procedure. The study population consists of 25,352 customers from the BNCTL Dili-Timor-Leste Branch, and the unit of analysis is the customers of BNCTL Bank. The research results show that E-Financial, website quality and E-Service Quality have a significant positive influence on online transactions. This shows that the better E-Financial, website quality and E-Service Quality, online transactions will show a significant increase. Then E-Financial does not affect customer transaction satisfaction, this is because there are still many BNCTL customers who have not carried out transactions online so it has no effect on customer transaction satisfaction. However, website quality, E-Service Quality and online transactions have a significant positive influence on customer transaction satisfaction. This shows that the better the quality of the website, E-Service Quality and online transactions, the customer transaction satisfaction will show an increase.
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