Web-based Communication in Online Banking System: Perceived Ease of Use, Information Quality, and Interaction

Abstract

Nowadays the usage of web-based communication such as online services in various industries plays a more important role than ever. It has been used to drive better quality of communication with more transparent, productive and efficient. The study was conducted in Indonesia as a developing country that has been enjoying a great momentum of economic growth but relatively new in adopting web-based communication. It observes the behavior both existing customers who already use online banking services and those who have never use it before from its perceived of ease of use (PEOU), information quality and interaction. This research discusses on how web-based communication has been able to test the narrowing gap between the two groups. The results show that the behaviour of both groups is almost the same towards positive adoption or acceptance of web-based communication in general. At the same time, the study in more details found that there is actually a significant difference between the experienced users and non-experienced users group in terms of their perceived ease of use. Further, the online banking system has also been able to drive the cognitive and affective attitudes, because it contains messages and information that can be understood clearly and safe.