The competition in the business world, including banking, is getting tighter. For that, every bank must think of the right strategy to win the competition. One important strategy for winning competition is to prioritize customer satisfaction which is determined by the quality of banking services offered to customers. This study aims to analyze and process proposals for improvement in service quality in terms of using internet banking services based on the Quality Function Deployment (QFD) method through the preparation of the House of Quality (HoQ). The study was conducted on 120 internet banking users at the BRI Balikpapan Branch Office in East Kalimantan. From the results of the analysis, it is known that there are 11 indicators of bank internet banking service quality that must be improved as the first priority and 4 indicators as the second priority. Based on the results of data processing using QFD through the preparation of HoQ, it is known that there are 6 priority improvements that must be made by the bank. From the results of this study, it can be seen strategies for improving internet banking services to improve the quality of internet banking services at the BRI Balikpapan Branch Office, namely the added of new online chat features, perform server maintenance, carry out enrolment of new internet banking features, evaluate the process speed of each application feature, conduct regular website feature evaluations every quarter and perform network repair.

This paper aims to develop an integrated model designed to predict and explain a customer behavior intention use of s-commerce based on the concepts of customer experience (CE) and expectation confirmation model (ECM). This paper proposes a comprehensive model to synthesize the essence of CE and ECM to describe customer behavior intention use of s-commerce. The participants are from 311 users of s-commerce as the final sample. Structural equation modeling is applied to demonstrate the stability of the proposed model and the results of hypotheses testing. This paper finds that costumer experience significantly influenced perceived usefulness, expectation and satisfaction, while the perceived usefulness and expectation simultaneously influenced customer satisfaction. Expectation also significantly influences motivator of perceived usefulness. Meanwhile perceived usefulness and satisfaction both significantly influence behavior intention use of s-commerce directly. There are some limitations in this study which should be improved in the future. Extended ECM is evaluated in a country setting, which limits generalizations.

This study examines the impact of independent board of directors, executive compensation, and political connections on firm performance in one of the biggest democracy countries in South East Asia. Company performance is measured by return on assets (ROA), and firm value is measured by Tobin's Q. Meanwhile, as an independent variable we use several good corporate governance variables, namely the board of directors, executive compensation variable and political connections. Company data are from companies listed in LQ45 index which means the best stock performance in Indonesia capital market. The finding shows the crucial role of independent board of director and political connection for enhancing the firm value. Findings indicate an independent board of director can improve company performance. Meanwhile, executive compensation can provide motivation to increase company value, but has other motivations in improving company performance. Meanwhile, political connections can improve company performance and value. Thus, this study emphasizes the crucial role of the experience and the connection of the board of directors in improving the value of the firm.