ANALYSIS OF CONSUMER BEHAVIOR AND ITS INFLUENCE TO BAD DEBT CASE STUDY ON CREDIT CARD BANK X

• Main Author: RIWAN RIZAL (NIM : 29107059); Pembimbing Akademik : Ir. Evo S. Hariandja, MM) , MUHAMMAD
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/16591
• Institution: Institut Teknologi Bandung

The credit section of banking consumption has become the center of national banking business under the shadow of monetary crisis. The largest part of bank fund placement process is the loan section and one of the items is credit card. Bank X’s presence as one of the government owned banks in the banking industry is considered useful in raising people’s funds (in forms of short term and long term savings, etc.) and sharing them in credits back to people or companies in need. Various problems can occur in the credit card issuing process. The most often problem is the inability of the customers in <br /> <br /> <br /> paying the debts. To handle this, we should conduct the research about Bank X’s customers’ bad debt in peying credit card debts. The research will consist of the internal factors of both the customer behavior and the bank service factors. <br /> <br /> <br /> The goal of the research is to analyze various dimensions of the internal factors causing the bad debt, <br /> <br /> <br /> which consist of customer behavior and Bank X’s service. Customer behavior is divided into two parts, demographics and psychographics. Respondents data is collected through questionnaires addressed to 126 Bank X’s credit card customers. The data is analyzed using cluster analysis and discriminant analysis. Based on the cluster analysis results, it is known that the highest bad debt rate is found in cluster 2 which is affected by variables such as age, marriage status, residence, monthly salary, monthly expenses, and possesed credit cards number. Discriminant analysis gives results in <br /> <br /> <br /> forms of the credit card debt payment variable which affects bad debt. Other than the cluster analysis and discriminant analysis, this research also uses qualitative data, which is interviews with Bank X’s RCC (regional card center) staffs and additional 30 respondents. <br /> <br /> <br /> With this description of customers with bad debts, it is expected that the Bank X’s credit cards bad debt and NPL rate will lower. The implementation consists of the improvement in credit card marketing process, the reorganizing of credit card application forms, the building of customers with frequent bad debt profile, the frequent improvement of service socialization and credit card debt payment location, and also the improvement of IT that supports new programs integration and debitor database reorganization.