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Abstrak :
Penelitian ini ditujukan untuk menguji pengaruh antara trust dengan loyalitas nasabah pengguna e-banking. alasan penelitian ini dilakukan karena adanya beberapa kasus kecurangan dalam media e-banking mengakibatkan menurunnya trust nasabah dalam penggunaan e-banking. sampel penelitian ini adalah nasabah bank X cabang Plaza X dan sentra X sejumlah masing-masing 50 responden. hasil analisis menunjukkan bahwa terdapat pengaruh antara trust dengan tercapainya loyalitas nasabah. ......The purpose of this research is to test the effect of trust and customer loyality in order to increase frequency of the use of electronic banking. the background of this research is there are some cases that show cheatedness by electronic banking media that resulted in the decrease of consumers trust for e-banking. the sample in this research are 100 Bank X consumer from Sentra X as respondent. the analysis result shows that trust effected to increase and maintain customer loyalty of e-banking.

Abstrak :
Penelitian ini ditujukan untuk menguji pengaruh antara trust dengan loyalitas nasabah pengguna e-banking. Alasan penelitian ini dilakukan karena adanya beberapa kasus kecurangan dengan media electronic banking mengakibatkan menurunnya trust nasabah dalam penggunaan e-banking. Sampel penelitian ini adalah nasabah bank X cabang Plaza X dan Sentra X sejumlah masing-masing 50 responden. Teknik yang digunakan dalam pengambilan sampel penelitian ini adalah purposive sampling, yaitu pengambilan sampel berdasarkan karakteristik tertentu. Yang dimaksud karakteristik tertentu yaitu hanya nasabah bank X yang memiliki produk yang terkoneksi dengan e-banking dan menggunakan fasilitas e-banking minimal 3 kali dalam enam bulan terakhir. SPSS 17.00, digunakan untuk menganalisis data. Hasil analisis menunjukkan bahwa terdapat pengaruh antara trust dengan terciptanya loyalitas nasabah.

Abstrak :
Penerapan layanan perbankan elektronik (e-banking) yang berkualitas merupakan salah satu kunci keberhasilan perusahaan perbankan untuk menghimpun dana dari nasabah dewasa ini. Penerapan sistem layanan e-banking memberikan berbagai keuntungan bagi perusahaan yaitu efisiensi biaya dan waktu, serta mampu menciptakan diferensiasi dan sanggup membidik segmen pasar dengan biaya yang murah. Persaingan yang ketat di bisnis perbankan, mengakibatkan masing-masing bank berupaya memberikan layanan jasa yang optimal kepada para nasabahnya. Salah satu upaya adalah dengan meningkatkan layanan e-banking, karena saat ini yang dituntut adalah adu cepat untuk merespons langkah yang dilakukan oleh para pesaing. Apalagi bagi industri perbankan yang selalu mengedepankan kualitas pelayanan jasa sebagai daya tarik bagi para konsumen. Tidaklah mengherankan pada akhir tahun 2005, Bank Mandiri kemudian meluncurkan layanan e-banking 24 jam yang meliputi ATM Mandiri, SMS Banking. Internet Banking dan Call Mandiri. Tentu saja layanan 24 jam ini didukung oleh sistem teknologi informasi yang canggih, terutama dalam hal keamanan bertransaksi bagi nasabah. Di satu sisi terjadi peningkatan kualitas dan keterjangkauan yang lebih luas bagi nasabah untuk memperoleh pelayanan perbankan. Sementara di sisi lain pihak bank harus marnpu meraih kepercayaan (trust) dari nasabah terhadap keamanan sistem e-banking dari bank yang bersangkutan. Penelitian ini membahas tentang bagaimana persepsi nasabah terhadap penerapan sistem layanan e-banking yang diterapkan oleh Bank Mandiri terhitung mulai akhir tahun 2005. Sebagai landasan teori digunkan teoni tentang persepsi dari David Aaker dan John G. Myer, serta teori persepsi dari Nugroho Setiadi. Selain itu juga digunakan teori tentang manajemen jasa dari Christopher Lovelock dan Lauren K. Wright, serta teori dari Valerie Zeithaml. Adapun subyek dalam penelitian ini adalah para nasabah Bank Mandiri yang berdomisili di wilayah Jakarta. Penelitian ini menggunakan metode survei dengan menyebarkan kuesioner kepada 100 orang responden di Jakarta. Selain itu untuk mendukung analisis data primer, digunakan juga data sekunder atau studi kepustakaan dari berbagai referensi ilmiah yang relevan dengan topik penelitian ini. Dalam pengolahan data dipergunakan software statitistik SPSS 14.00, untuk memperoleh garnbaran mengenai persepsi nasabah terhadap penerapan sistem layanan e-banking Bank Mandiri di wilayah Jakarta. Secara umum mayoritas responden memberikan tanggapan positif terhadap berbagai indikator yang digunakan dalam penelitian ini. Meskipun demikian untuk beberapa indikator seperti daya tanggap, promosi, varian produk, penerimaan informasi oleh nasabah, masih dinilai biasa oleh para responden. lni berarti mayoritas nasabah di Jakarta, menilai bahwa kualitas layanan dan produk dari sistem e-banking Bank Mandiri sudah baik, meskipun ada kekurangan di beberapa aspek. Adanya perbedaan persepsi tentang kesenjangan kualitas jasa tersebut, disebabkan karena adanya perbedaan penilaian oleh nasabah secara keseluruhan terhadap apa yang diharapkan dibandingkan dengan apa yang diterima.

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Lately, the application of an electronic banking service (e-banking) with high quality is one of the key to success for a banking company to gather funds from their customers. The application of e-banking service system provides many benefits for the company such as, budget and time efficiency, ability to create differentiation and capable to bid market segments with low cost. The intense competition in banking business forces each bank to strive optimal services for their customers. One way is to increase the e-banking service and products, because the demand nowadays is to compete the quickness in responding the competitors steps. Especially for banking industries that always puts a head high quality services as an attraction for the customers. It is no wonder that at the end of year 2005. Bank Mandiri launched a 24 hours e-banking services that covers ATM Mandiri, SMS Banking, Internet Banking and Call Mandiri. Of course the 24 hours servicc is supported by sophisticated information technology system, especially for the transaction security for the customers. On one side, there is an increasing in quality and an extent in the reach, for the customers to get banking service. Then on other side, the bank must be able to achieve the customer's trust in e-banking system security, This research elaborates about the customer's perception towards the application of e-banking service system that is implicated by Bank Mandiri starting form the end of the year 2005_ This research uses perception theory from David A. Aaker and Joh G. Myer, also the perception theory by Nugroho Setiadi as the base theory. Aside form those theories, this research also uses the service management theory from Christoper Lovelock and Lauren K. Wright, also theory from Valerie Zeithaml. The subject of this research is the customer's of Bank Mandiri domicile in Jakarta. This research uses a survey method by handing out questionnaire to 100 respondents in Jakarta. Also to support the primary data analyze, literature studies from many science referential that are relevant with the research's topic are used. In the data tabulation, A SPSS 14.00 statistic software is used to get a description of customer's perception about e-banking service system by Bank Mandiri in Jakarta. Generally, the majority of the respondents give positive response towards the indicators used in this research. Even so, for some indicators such as responsiveness, promotion, product variety, information intake for the customers are still seen unspecialized by the respondents. This means the majority of bank customers in Jakarta think that the quality of Bank Mandiri's e-banking system and products are good, even though there may be some lack ness in some fields. The different perception opinion of the customer as a whole towards their wants compared with what they get.

Abstrak :
Dengan semakin banyaknya kebutuhan masyarakat akan layanan perbankan yang terus menerus selama 24 jam maka peranan electronic banking sebagai hentuk layanan bank yang dapat memenuhi tuntutan tersebut juga semakin meningkat. Untuk menerapkan manajemen risiko atas kegiatan operasional maka harus dilakukan proses identifikasi, proses pengukuran dan proses monitor. Hasil dari proses pengukuran risiko akan menjadi dasar dari metode mitigasi risiko yang akan digunakan. Sebagai salah satu metode yang umum dipakai untuk mengukur risiko VaR akan nnenyatakan suatu jumlah kerugian maksimum dari nilai uang yang mungkin hilang pada suatu periode tertentu dan dalam confidence level atau probabilita tertentu. Operational VaR merupakan suatu nilai kerugian maksimum pada suatu periode tertentu akibat dari adanya resiko operasional. Dalam karya akhir ini, dikemukakan langkah-langkah perhitungan Operational VaR dengan menggunakan simulasi Monte Carlo dengan data yang berasal dari kerugian operasional pada Group EIectronic Banking Bank ABC. Simuiasi Monte Carlo sesungguhnya adalah proses pembuatan distribusi kerugian untuk mendapatkan nilai Operational VaR dengan menggabungkan antara distribusi frequency of loss dengan distribusi severity of loss. Model simulasi Monte Carlo tersebut harus melalui pengujian backtestingg terlebih dahulu untuk memastikan model tersebut dapat diterima atau tidak secara statistik dalam menghasilkan nilai Operational VaR. Jika model tersebut dapat diterima maka Operational VaR yang dihasilkan dapat digunakan untuk menentukan kerugian maksimum pada periode waktu tertentu. Berdasarkan perhitungan yang dilakukan dengan menggunakan data yang berasal dari kerugian operasional pada Group Electronic Banking selama periode 2004-2005 dapat dikemukakan bahwa Operational VaR sejumlah Rp. 8.444.738.,- merupakan kemungkinan kerugian operasional maksimum yang dapat terjadi pada satu hari dengan probabiliti kejadian sebesar 95%. Berdasarkan hasil pengujian dengan backtesting ternyata metode pengukuran risiko operasional dengan menggunakan simulasi Monte Carlo dapat diterima secara statistik. Dengan dernikian dapat disarankan penerapan metode simulasi Monte Carlo untuk mengukur besarnya nilai kerugian yang akan terjadi pada satu periode tertentu dimasa yang akan datang.

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The requirement of banking services that can operates continuously during 24 hour and 7 days a week can be fulfill by electronic banking. Implementing the risk management process of operational activity can be done by identify, measure and monitor the activity. Result from measurement process will become the base to choose the method of risk mitigation will be used. VaR is one of popular method to measure risk, that will result art amount of a maximum loss of money that is possible to lose at one particular specified period and in a certain level of confidence. Operational Var represent an amount of maximum of loss at one particular specified period effect of operational risk. This thesis, explain the calculation process of Operational Var steps by step using Monte Carlo simulation. The data used in this simulation is coming from operational loss activity held by Electronic Banking of Bank ABC. The Monte Carlo Simulation actually is the process to get a model of distribution of loss as an Operational Var value by joining the distribution of loss and the distribution of severity. The result generated from Monte Carlo simulation need to pass the back testing examination to ascertain that the model can be accepted statistically in yielding value of Operational Var. If the model accepted then the Operational Var value generated can be used to determine the maximum of loss in certain probability and period of time. The result from Monte Carlo simulation which is using operational loss data coming from Electronic Banking activity during period 2004-2005, in generated the Operational Var value of Rp. 8.404.738.,- which is representing the possibility to happened of maximum of loss from operational activity equal to 95%. The back testing examination of Operational VaR value that is generated by Monte Carlo simulation, resulted that the model can be accepted statistically. Thereby this model of distribution of loss can be suggested to be implemented in measuring value of loss that can happened in certain level of probability and at certain period of time.

Abstrak :
Perkembangan teknologi internet telah dimanfaatkan oleh perbankan untuk menyediakan layanan internet banking. Meskipun internet banking sarat dengan risiko, bank lebih melihat internet banking sebagai tantangan dan peluang untuk mengembangkan bisnisnya. Bank Indonesia sebagai otoritas pengatur dan pengawas bank banyak mengeluarkan peraturan, termasuk peraturan yang terkait dengan penyelenggaraan internet banking. Peraturan-peraturan ini dimaksudkan agar bank dalam menjalankan kegiatan usahanya senantiasa memperhatikan prinsip kehati-hatian dan menerapkan tata kelola perusahaan yang baik. Bank yang beroperasi dengan baik dan dinilai sehat, baik langsung maupun tidak langsung dapat memberikan perlindungan yang lebih baik kepada nasabah. Namun sayangnya, apabila ditelaah lebih jauh mengenai praktek penyelenggaraan Internet banking masih banyak ditemui adanya hal-hal yang sangat merugikan konsumen, seperti misalnya pencantuman klausula terms and conditions yang hanya memperhatikan kepentingan bank. Hak hak konsumen yang seharusnya dipenuhi oleh bank ternyata belum sepenuhnya mendapat perhatian yang semestinya. Oleh karena itu, sudah sewajarnya apabila bank mulai memperhatikan kepentingan konsumen sebagaimana diamanatkan oleh Undang-Undang Perlindungan Konsumen. ...... The emergence of internet technology has adopted by banks to create the internet banking services. Actually, banks realized that internet banking is hazardous, but hanks considered internet banking as challenges and opportunities to improve their business. Bank Indonesia as banking regulator and overseer created many regulations, included regulations related with internet banking operation. The regulations aim to give the rule for banks, so banks do their business based on prudential banking and good corporate governance. A good business of banks, directly or indirectly, will establish the consumer protection. Unfortunately, if we evaluate more detail about the operation of internet banking, we can find many factors that disservice to many innocent consumers, such as terms and conditions clauses that only created in banking perspective. According to Consumer Protection Law, consumer rights should be established by banks.

Abstrak :
Strategic Alliance Indonesian Banking With International Network Provider in Order to Optimize Electronic Banking OperationStrategic alliance nowadays has been very crucial and takes important roles in order to achieve long term strategy and goals of the company which has been planned before. In business world, many companies were doing alliances with any other companies in the same industry or different industry. Especially in banking industries, as the researcher did, the Indonesian banking is also doing some alliances to serve the customers better. Goal of this thesis is giving views and analysis of strategic alliances which has been implemented in Indonesian national banks based on the ten biggest assets which has three aspects (motivation factors, partner selection criteria and alliances performance). Motivation factors include technology new, learning motivation, distribution channels, reputation, risk, market, cost, turbulence in market, technological change and profit motivation. Partner selection criteria include technological skill, marketing system, competition strength, prior experience & negotiation skills. Strategic performance criteria include learning factor, issues solution, efficiency, trust and overall performance. Research is done with survey to ten Indonesian national banks which has implemented strategic alliance with international network provider. The research data is analyzed using SPSS ver. 11.5 and using analytical description methods. The result of this research is compared to other prior research that has been done by other researcher abroad. The first aspect for strategic alliance motivation is market motivation as a highest ranking and followed by profit motivation, reputation and distribution channel. Motivation itself give a different result if we compare based on bank status (ex private banks and government banks). In partner selection criteria, the three highest rank are partner competition, prior experience and marketing system_ However in prior research, prior experience and marketing system are in the first and second rank. For strategic alliance performance criteria, trust is in the top criteria which can be as an indicator to the alliance performance same as the prior research. Conclusion of this research is that strategic alliance is become the strategy that taken by the banks to achieve long terms goals and to serve customer better with efficiency and flexibility services. Strategic alliance gives the banks positive impact. Most of Indonesian national banks have implemented strategic alliance with the international network providers. An Indonesian bank has also put the partner selection criteria as an important factor, the banks choose partner that has strength in competitive advantage in the international business followed by technological skill experiences. The writer recommends that strategic alliance should be maintained continuously so that both sides will get advantages more and more with the alliance. Another next research can be taken by another new writer which has different respondents such as foreign banks or with any other methods. xv + 113 pages + Bibliography : 21 books, 10 articles/journals, 16 websites (years: 1980 - 2003)