ANALYZING USER'S EXPECTATION GAP OF AN INDONESIAN SHARIA ELECTRONIC BANKING SYSTEM

Abstract

Sharia banking system has become a phenomenon in the last two decades. A bigger question arised when this banking system began to embrace open e-banking application and online versions of gadgets. It is interesting to see how sharia banking system can maintain service performance with e-banking and meet expectations of users. In this study, we examine WebQual (Website Quality) of an Indonesian sharia bank using variables usability, information quality, and service interaction. This study used a sample of 100 respondents and descriptive analysis technique followed by gap analysis. From the result, we found that overall there was negative value gap between the actual quality (performance) and ideal quality (importance). Based on this conclusion, the perceived quality was till yet to meet the desired ideal quality and good reputation of the website.