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that reliability is the most important element for customers to consider when evaluating service quality to boost customer satisfaction.
This finding also supported by the respondents when they realize that online banking system may complete their bank activity
including transaction and pay bills without any problem. The researcher thinks that majority of the users who use online banking by
BIMB agreed that this system online banking is the best option compares to others especially for first time users. It is also can be
completed at any time and any place without directly go to the bank counter.

H3: The positively significant relationship between of Responsiveness and customer satisfaction level towards e-service quality of
online banking.
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H : The negatively significant relationship between of Responsiveness and customer satisfaction level towards e-service quality
of online banking.

The result from the finding illustrates responsiveness is score (β= -0.068, p<0.05) and it directly shows that H3 is not supported due
to the values are not within range. It also can be said responsiveness have negatively significant relationship with customer
satisfaction towards e-service quality of online banking. Therefore, the null hypothesis is accepted. According to Maister (2015),
delaying service delivery has a negative impact on individual perceptions of e- service quality. Some studies also said without great
responsiveness, the company will lose out on returning customers (Solis. N, 2018). Through the feedback from customer who
has negative perception on responsiveness, they might feel the BIMB’s online banking fails to commit keep customer complaint
channels open and could responds to them about any issues immediately. In addition, the users also feels that BIMB’s online banking
also must inform immediately when their services will be performed. An example of situation, the users want to have transaction
money through online banking, unfortunately the system had interrupt and the system down. Thus, the users cannot do the transaction
at the right time. When this happened, the users dissatisfied because the banker could not inform clearly to the user what is the exact
time the system of online banking could be performed well. Hence, it is very crucial for BIMB to inform the customers if the system
of online banking have problem and they need to improve their system as soon as possible in future.

H4: The positively significant relationship between of Site organization and customer satisfaction level towards e-service quality of
online banking.
H : The negatively significant relationship between of Site organization and customer satisfaction level towards e-service quality
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of online banking.

Based on the result shows, the hypothesis testing analysis indicating the hypothesis is not supported with the score value is (β= 0-
0.024, p<0.05). This result proves that site organization of e-service quality of online banking has negative perception on customer
satisfaction. Thus, the hypothesis is rejected. Dwulf (2016) determined that the owner of a website organization should recognize
the need to construct websites that can stimulate the pleasant emotional reactions of online users, as well as this is a vital aspect in
enhancing user satisfaction, engagement, and trust. Due to users' failure to discover what they want, poor site organization design
will lead to a loss of 50% of potential purchases and a loss of 40% of potential repeat visits due to the initial poor experience
(Cunliffe, 2000). Based on this study, most of the respondents are not agreed that site organization served by BIMB is the best
website as their have negative perception on that matter. Due this matter, the users might think that that the interface of online
banking is not very well organized. For supporting this statement, this is also one of the problems that BIMB faced due majority
of the respondents score the lower rate regarding on their website when compared to others bank brands. BIMB should improvise
their visually system as to make the users are more attracted to use this online banking system in future in terms of their colors, the
type of fonts suitable to use and the layout. Some of studies said that, to many colors also not good to attract people to visit the
website as well as it will more looked complicated and crowded. Indirectly, the information and guidelines served by the banker
could not understand by the user. To conclude, the important thing to be highlighted in this matter is the colors background and
the layout of the website should be suitable as to tend the users feels happy and satisfied when visit the website.

H5: The positively significant relationship between of Efficiency and customer satisfaction level towards e-service quality of online
banking.
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H : The negatively significant relationship between of Efficiency and customer satisfaction level towards e-service quality of online
banking.

The result from the finding shows on table 4.6 illustrates the beta and significant value of efficiency with score (β= 0.305, p<0.05)
which the hypothesis is supported. Thus, efficiency is positively significant relationship on customer satisfaction towards e-service
quality of online banking. Hence, the null hypothesis is rejected. According to Kheng (2010), when a user's maximum needs are met
completely and efficiently, the user is inclined to become satisfied and loyal to the cyber-banking service they have chosen.
Therefore, the banking service's internet systems must be more efficient to improve consumer satisfaction. In short, when customers'
transactions are handled efficiently and quickly every time, they become more loyal and satisfied. Based on this studies, majority
of the respondents have highly agreed with the e-service quality served by BIMB make the respondents can completely do their
transaction quickly. To add on, this finding also has supported by the users might feel BIMB’s online banking enables them to log
in their account faster and easy to find what they need on the website for online banking served by BIMB.

5.2 MANAGERIAL IMPLICATION
There are some of managerial policies from the result and analysis of this research could contribute and able directly give
significantly beneficial especially for financial institution, and researcher. Through this study, this financial institution must

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