THE INFLUENCE OF WEB QUALITY ON CLIENT’S INTERNET BANKING ADOPTION MEDIATED BY PERCEIVED EASE OF USE ON BANK JATIM SURABAYA

Purpose: This paper aims to analyze the influence of web quality on the client’s e-banking adoption through the mediation of perceived ease of use. Design/methodology/approach: The method used is statistic-descriptive and the design used is cross sectional. Findings: 3 out of 7 hypotheses are rejected while the other 4 is accepted. Research limitations/implications: Variables considered in this study are perceived ease of use in technology acceptance model, web quality, accessibility, and internet banking adoption. The samples are a number of customers (60 respondents) in Bank Jatim Surabaya that were chosen using purposive sampling. Practical implications: Results show that the hypotheses proposed are proven by the equation. Originality/value: This paper is original. Paper type: This paper can be categorized as a case study. Keyword: Accessibility, Internet banking adoption, Perceived ease of use, Web quality Received: July 14 th , 2020 Revised: September 5 th , 2020 Published: September 30 th , 2020


I. INTRODUCTION
Online banking has become one of the essential services in the banking industry nowadays. Many banks had made online banking service for their own in order to ease their customers. Bank Jatim Surabaya is one of the banks that provides such service and recorded from the internal data of the bank, there is significant raise of customers using e-banking. See the table below to see the statistics.
Online banking, or e-banking, had started to emerge as one of the facilities proposed by banks in order to ease the customer's accessibility in doing transactions. Aside from easier access to their banking account, customer's can also do faster transactions because the activity would only require by phone, which means that the customers could use their phone in order to do transactions-no longer going to the bank. Moreover, the emergence of online banking also triggers the increase in internet and mobile device connectivity in which related to the online usage of online banking facility (Sundaram, Thomas and Agilandeeswari, 2019).
Basing on that raise, it could be inferred that e-banking is indeed advantageous to the customers. However, there are also external factors that are involved in the process such as web quality and accessibility (Al-Ghaith, Sanzogni and Sandhu, 2010). Technology Acceptance Model (TAM) is a popular model used in many studies in the process of technology information adoption including internet banking. According to TAM, user's perceived ease of use is the main determiner of adoption behavior and lastly is by technology (Lin and Lu, 2011 A good web quality could not only influence the customer's transaction decision but also becomes one of the reasons for the customer to decide whether they will do a transaction or not (Huang and Benyoucef, 2013). This research aims to accommodate the gap in the previous studies by focusing on the web quality, system accessibility, customer's perceived ease of use, and adoption will in internet banking.

A. Previous Study
There were previous studies that considered the factors above such as (Kusuma and Susilowati, 2007), (Isti Hanum, 2017), and (Fragata, 2010) . Pratiwi had researched about the influence of trust, perceived ease of use, security, web service quality and e-banking adoption risk; among all the variables, only risk is the one with negative influence. There is also (Alalwan et al., 2018) that analyzed the factors influencing the customer in using internet banking; showing that comfort, accessibility, features providence, privacy, speed, fee, management, designs and contents could significantly influence the customer's adoption will.

A. Research Design
This study is cross sectional in which the data collection from certain sample is implemented only once. This research is also a non-experimental research in which there is no manipulation in the variables analyzed because the manifestation already happened (Kerlinger and Lee, 2010).

B. Population and Sample
The population for this research is the customers of Bank Jatim Surabaya corporate which total is 479 company including small, middle, and big category. The samples are 60 respondents (5 x 12 indicators) from Bank Jatim Surabaya that are customers. The samples are collected using purposive sampling. There are also criterias needed for the samples which include: (a) Respondent is a customer that had became a customer for a year or more, (b) Respondent had adopt the e-banking service (because customer's that had adopt is assumed to be willingly adopt before), and (c) Respondent is living in Surabaya.
The data collection uses questionnaires which is filled with questions appropriate with the research's variable. Scale value shows the respondents' Agreement and Disagreement level towards the questions asked. The measurement scale of the five factors above reaches 5 scales that include: 1-Highly disagree, 2-Disagree, 3-More or less agree, 4-Agree, and 5-Highly agree. : Web Quality It is the quality of the internet banking system and it involves fast access, easy navigation, also complete presentation on the site unity (Udo, Bagchi and Kirs, 2010). The look and structure of the site that could influence the customer's interest in doing transactions. The look, content quality, specific content, and technical appropriateness are the indicators adapted from (Gregg and Walczak, 2010).

X2
: Acessibility The ease and fast access of e-banking information system. The indicators are adapted from Cussoy et al.
(2012) which include whenever and wherever the use of e-banking. Z : Perceived Ease of Use A phase in which the customer believes that the use of online banking could lower the effort of customers workload. The indicators are adapted from (Giovanis, Binioris and Polychronopoulos, 2012). which include the ease in the tutorial, the ease in using the internet banking to finish banking tasks, and the trust that internet banking is easy.

Y : E-banking Adoption Will
Refers to how high the customer wants to do internet banking. The indicators are also adapted from (Giovanis, Binioris and Polychronopoulos, 2012) which include the desire in internet banking transactions, the desire in using internet banking facility, and planning to use the internet banking.

D. Data Analysis Method
Partial Least Square will be used, in which the data that will be analyzed does not always have to fulfill the criteria stated. PLS is a non-parametric prediction and will include (1) an outer model that will be evaluated using convergent validity and its indicators, composite reliability for block indicator; and, (2) inner model in which is evaluated by looking at the percentage of variance explained, which is by looking at the R 2 (R Square) to construct latent dependent and measuring the coefficiency of its structural track. Stability from this estimation is evaluated using t statistcis test that is received through bootrapping procedure. (Ghozali, 2018).

E. Hypotheses Evaluation
The hypotheses evaluation is also done by comparing the value of t statistics with t table. If the t statistics is higher than t table (1.96), that signs that there is significant influence between a variable towards other variables. On the other hand, if it is lower than that number, then there is no significant influence.

A. Partial Least Square Analysis Reliability and Validity Test 1. Convergent Validity Test
Outer model evaluation using convergent validity of loading factor for each variables targeted by > 0.50. If the value is higher or is on the same value, it is considered an indicator, however, if it is not, it would not be considered as an indicator.

Discriminant Vailidity
The next evaluation is by comparing between discriminant validity and square root of average variance extracted (AVE), the measurement model is valued basing on cross loading with constract. If the constract coleration with every indicator is higher than other constract, then the laten constract predicts the indicator is better than other constract. If the value is higher than the coleration value between constracts, then a better discriminant validity will be reached (if the AVE is >0,7). Source : PLS From the measurement above, it could be seen that only one variable that fits the standard in PLS 3.2.7 that has value more than > 0.7.

Composite Reliability Test
To decided on the composite reliability, the value >0,8 is considered high reliability and >0,6 is decent reliability. The result of test could be seen below.

Cronbach Alpha Test
This test is to strengthen the reliability test in which consistency of every answer is tested. The condition for this test is it will be considered good if α ≥0,6 and it will be considered decent if α ≥0,3. Below is the Cronbach test results.  The R-square table above has reached 0.421-explained by variable web quality (X1), accessibility (X2), and perceived ease of use (Z) that gives value 0.421 that could be inferred that the latent dependent variable is 42.1%, while the rest 57.9% is explained by variables outside the research's limit. Then, the Adjusted R value 0.530 or 53%, which means 47% variation happening in variable Y could be explained by latent dependent variable.

Hypotheses Tests
The significance level (α) of 5% is included in the criteria for hypthosesis. The conditions are: (1) if the value of t count > t table (1.96), then the hypothesis will be accepted; and (2) if the value of t count < t table (1.96), the hypothesis will be rejected. See below for the tests.