TINJAUAN EMPIRIS ATAS FAKTOR-FAKTOR YANG MENENTUKAN ADOPSI DAN PENGGUNAAN LAYANAN INTERNET BANKING DI INDONESIA

• Main Authors: , Fitrie Ariani Sinambela, , Widigdo Sukarman, M.B.A., M.P.A.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2012
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/99653/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=55795
• Institution: Universitas Gadjah Mada

This study aimed to identify the characteristics of the Internet Banking users, differences of perceptions and preferences between Internet Banking user and non user, and to identify factors that influence customer�s intention to adopt and use Internet Banking. The results of the study are expected to provide benefits for academic institutions and for the services providers (banks), especially in formulating strategies to be implemented by banks in Indonesia to improve Internet Banking services. Research conducted on 133 respondents by a purposive sampling method in which the criteria of the respondents are have at least one account at one bank in Indonesia and the Bank where the customer has the account should has been providing Internet Banking services. A pilot survey on 30 respondents conducted previously. Against the respondent data, adequacy of the sample test, validity and reliabily test were performed first. Then Mann-Whitney U test conducted to see the differences of perception between Internet Banking user and non user. Factor analysis was conducted to identify factors that influence the intention to adopt and use Internet Banking services. Further multiple regression analysis is used to determine the significance of the effect of each factor that has been formed. The results showed that of 133 respondents surveyed, there were 101 users and 32 non users. Most of the users have to use Internet Banking for more than 2 years with frequency of use of at least once a month and duration of use 5-10 minutes. Influence of demographic aspects are found only on the level of education, while age, occupation, and annual income do not prove an effect on the pattern of use of Internet Banking. Research shows that the Automatic Teller Machine (ATM) is still the most widely used services in which the Internet Banking services ranked as the second, followed by the Mobile Banking services. Off the Mann-Whitney U test, the study shows that users and non users differ significantly in terms of perceived usefulness, risk, trust, ease of use, personal features, information on Internet Banking, human contact, and intention. Based on the result of factor analysis conducted, there are eight factors influencing the Intention to adopt and use Internet Banking services that Perceived Usefulness, Perceived Risks, Privacy & Security, Perceived Ease of Use, Perceived Cost, Personal Features, Trust, and Information of Internet Banking. Multiple regression analysis results showed that factors influencing significantly are Perceived Usefulness and Personal Features while six other factors that Perceived Risks, Privacy & Security, Perceived Ease of Use, Perceived Cost, Trust, and Information of Internet Banking do not have a significant effect on customers intention to adopt and use Internet Banking services.