Abstrak

This study aims to determine the effect of partially or jointly Internet Banking Service Quality consisting of six dimensions, namely Reliability (reliability); Security (security); Efficiency (efficiency); Responsiveness (responsiveness); Access (accessibility); Ease of use (user friendliness); to the Customer Satisfaction (customer satisfaction)internet banking users is the fulfillment of customer response, customer satisfaction or dissatisfaction is the customer response to the evaluation of nonconformities that covers the difference between the (expected service) and perceived performance or results, circumstances faced (perceived service), at 8 commercial banks to go public in Jakarta. In this study using SPSS statistics, analysis and t test, F test with a significance level of 5% (0.05). The results of the analysis, t test and F test for variable Reliability; Security; Efficiency; Responsiveness; accessibility; Ease of use (user friendliness) either partially or jointly have a significant positive influence on Customer Satisfaction internet banking users.