ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI RESISTENSI TERHADAP LAYANAN MOBILE BANKING
Abstract
Layanan mobile banking merupakan bagian dari electronic banking atau e-banking. Penerimaan atau adopsi terhadap layanan mobile banking masih tergolong rendah. Rendahnya penerimaan terhadap layanan mobile banking karena adanya resistensi dari nasabah. Oleh sebab itu, resistensi perlu untuk dipahami dan dikendalikan. Pemahaman tentang resistensi diharapkan dapat membantu industri perbankan dalam mengembangkan strategi yang tepat untuk mengurangi terjadinya resistensi. Penelitian ini menggunakan model yang dikembangkan oleh Ram dan Sheth (1989), yang sering disebut dengan lima hambatan terhadap penerimaan. Penelitian ini menambahkan beberapa variabel, seperti hambatan informasi, pengaruh sosial serta karakteristik demografi yaitu jenis kelamin, umur, dan pendidikan. Hasil dari penelitian ini menunjukkan bahwa hambatan penggunaan, hambatan nilai, hambatan resiko, dan pengaruh sosial mempunyai pengaruh positif terhadap resistensi. Sedangkan hambatan tradisi, hambatan gambaran, hambatan informasi dan karakteristik demografi yaitu jenis kelamin, umur, dan pendidikan tidak berpengaruh terhadap resistensi layanan mobile banking.
References
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Kleijnen, M., Lee, N., dan Wetzels, M., 2009. An exploration of consumer resistance to innovation and its antecedents. Journal of Economic Psychology, 30(3), 344-357.
Kuisma, T., Laukkanen, T., & Hiltunen, M., 2007. Mapping the reasons for resistance to Internet banking: A means-end approach. International Journal of Information Management, 27(2), 75-85.
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Laukkanen, T., 2008. Determinants of mobile banking resistance: A preliminary model. In Proceedings of Australian and New Zealand Marketing Academy Conference (ANZMAC), Sydney, December (pp. 1-3).
Laukkanen, T., 2010. What determines mobile banking non-adoption?. Proceedings of ANZMAC,available at: http://anzmac2010. org/proceedings/pdf/ANZMAC10Final00387. pdf.
Laukkanen, T., Sinkkonen, S., Laukkanen, P., & Kivijarvi, M. (2008). Segmenting bank customers by resistance to mobile banking. International Journal of Mobile Communications, 6(3), 309-320.
Laukkanen, T., Sinkkonen, S., dan Laukkanen, P., 2009. Communication strategies to overcome functional and psychological resistance to Internet banking. International journal of information management, 29(2), 111-118.
Laukkanen, T., dan Cruz, P., 2009 . Comparing consumer resistance to mobile banking in Finland and Portugal. In e-Business and Telecommunications (pp. 89-98). Springer Berlin Heidelberg.
Lin, H. F., 2013. Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 35(2), 195-204.
Patsiotis, A. G., Hughes, T., dan Webber, D. J., 2012. Adopters and non-adopters of internet banking: a segmentation study. International Journal of Bank Marketing, 30(1), 20-42.
Peevers, G., Douglas, G., dan Jack, M. A., 2008. A usability comparison of three alternative message formats for an SMS banking service. International Journal of Human-Computer Studies, 66(2), 113-123.
Purwanegara, M., Apriningsih, A., dan Andika, F., 2014. Snapshot on Indonesia regulation in mobile internet banking users attitudes. Procedia-Social and Behavioral Sciences, 115, 147-155.
Puspito, H., 2012. M-Banking vesus SMS banking di mata nasabah. [Online] Available at: http://www.infobanknews.com/2012/01/m-banking-versus-sms-banking-di-mata-nasabah/ [Accessed 15/04/2015]
Ram, S., dan Sheth, J. N.,1989. Consumer resistance to innovations: the marketing problem and its solutions. Journal of Consumer Marketing, 6(2), 5-14.
Rammile, N., dan Nel, J., 2012. Understanding resistance to cell phone banking adoption through the application of the technology acceptance model (TAM). African Journal of Business Management, 6(1), 86.
Rogers, E., 1983. Diffusion of Innovations.3rd edition. New York: The Free Press.
Siddhartha, D., Rik, P., dan Sanjay, F., 2011. Factors Affecting Behavioral Intentions towards Mobile Banking Usage: Empirical Evidence from India. Romanian Journal of Marketing, 6(1).
Tim Biro Riset Infobank, 2011. Jumlah nasbah 10 bank besar. [Online] Available at: http://www.infobanknews.com/2011/11/36445/ [Access 21/09/2014]
Cheng, S., Lee, S. J., dan Lee, K. R., 2014. User Resistance of Mobile Banking in China: Focus on Perceived Risk. International Journal of Security & Its Applications, 8(2).
Cruz, P., Barretto Filgueiras Neto, L., Muñoz-Gallego, P., dan Laukkanen, T., 2010. Mobile banking rollout in emerging markets: evidence from Brazil. International Journal of Bank Marketing, 28(5), 342-371.
Cruz, P., Laukkanen, T., dan Munoz, P., 2008. Effect of Demographic and Usage variables on M-Banking Resistance. In Proceedings of Australian and New Zealand Marketing Academy Conference (ANZMAC), Sydney.
Bank Mega, 2013. Mega Mobile. [Online] Available at: https://www.bankmega.com/e-banking.php/ [Accessed 12/04/2015].
BNI, 2012. BNI SMS Banking. [Online] Available at: http://www.bni.co.id/BankingService/PriorityBanking/LayananBNIeBanking/BNISMSBanking.aspx/ [Accessed 12/04/2015]
BRI, 2012. SMS Banking BRI. [Online] Available at: http://www.bri.co.id/articles/83/ [Accessed 12/04/2015].
Dunphy, S., dan Herbig, P. A., 1995. Acceptance of innovations: The customer is the key!. The Journal of High Technology Management Research, 6(2), 193-209.
Elbadrawy. R., dan Aziz. R. A., 2011. Resistance To Mobile Banking Adoption In Egypt: A Cultural Perspective. Int. J. Manag. Inf. Technol., vol. 3, no. 4.
Elbadrawy, R., Aziz, R. A., dan Hamza, M., 2012. Towards an Egyptian Mobile Banking Era. Journal of Computer Technology and Application, David Publishing, 3, 765-773.
Gerrard, P., dan Barton Cunningham, J., 2003. The diffusion of Internet banking among Singapore consumers. International Journal of Bank Marketing, 21(1), 16-28.
Iddris, F., 2013. Barriers to Adoption of Mobile banking: Evidence from Ghana. International Journal of Academic Research in Business and Social Sciences, 3(7).
Jogiyanto, H.M., 2007. Sisten Informasi Keperilakuan. Yogyakarta: Erlangga
Jogiyanto. H. M., 2011. Konsep Dan Aplikasi SEM Berbasisi Varian Dalam Penelitian Bisnis. Yogyakarta: UPP STIM YKPN.
Karjaluoto, H., Mattila, M., & Pento, T. (2002). Factors underlying attitude formation towards online banking in Finland. International Journal of Bank Marketing, 20(6), 261-272.
Kim, H. W., dan Kankanhalli, A., 2009. Investigating user resistance to information systems implementation: a status quo bias perspective. Mis Quarterly, 567-582.
Khan, M. Z. A., dan Khan, S. H. A. H. Z. A. D., 2012. Internet Versus Mobile Banking: A Study of Peshawar City (Pakistan).“. Journal of Internet Banking and Commerce, 17(3).
Kleijnen, M., Lee, N., dan Wetzels, M., 2009. An exploration of consumer resistance to innovation and its antecedents. Journal of Economic Psychology, 30(3), 344-357.
Kuisma, T., Laukkanen, T., & Hiltunen, M., 2007. Mapping the reasons for resistance to Internet banking: A means-end approach. International Journal of Information Management, 27(2), 75-85.
Laukkanen, T., Sinkkonen, S., dan Laukkanen, P., 2007. Information as a barrier to innovation adoption. In ANZMAC (Australian and New Zealand Marketing Academy) Conference Proceedings, Dunedin, New Zealand.
Laukkanen, T., 2008. Determinants of mobile banking resistance: A preliminary model. In Proceedings of Australian and New Zealand Marketing Academy Conference (ANZMAC), Sydney, December (pp. 1-3).
Laukkanen, T., 2010. What determines mobile banking non-adoption?. Proceedings of ANZMAC,available at: http://anzmac2010. org/proceedings/pdf/ANZMAC10Final00387. pdf.
Laukkanen, T., Sinkkonen, S., Laukkanen, P., & Kivijarvi, M. (2008). Segmenting bank customers by resistance to mobile banking. International Journal of Mobile Communications, 6(3), 309-320.
Laukkanen, T., Sinkkonen, S., dan Laukkanen, P., 2009. Communication strategies to overcome functional and psychological resistance to Internet banking. International journal of information management, 29(2), 111-118.
Laukkanen, T., dan Cruz, P., 2009 . Comparing consumer resistance to mobile banking in Finland and Portugal. In e-Business and Telecommunications (pp. 89-98). Springer Berlin Heidelberg.
Lin, H. F., 2013. Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 35(2), 195-204.
Patsiotis, A. G., Hughes, T., dan Webber, D. J., 2012. Adopters and non-adopters of internet banking: a segmentation study. International Journal of Bank Marketing, 30(1), 20-42.
Peevers, G., Douglas, G., dan Jack, M. A., 2008. A usability comparison of three alternative message formats for an SMS banking service. International Journal of Human-Computer Studies, 66(2), 113-123.
Purwanegara, M., Apriningsih, A., dan Andika, F., 2014. Snapshot on Indonesia regulation in mobile internet banking users attitudes. Procedia-Social and Behavioral Sciences, 115, 147-155.
Puspito, H., 2012. M-Banking vesus SMS banking di mata nasabah. [Online] Available at: http://www.infobanknews.com/2012/01/m-banking-versus-sms-banking-di-mata-nasabah/ [Accessed 15/04/2015]
Ram, S., dan Sheth, J. N.,1989. Consumer resistance to innovations: the marketing problem and its solutions. Journal of Consumer Marketing, 6(2), 5-14.
Rammile, N., dan Nel, J., 2012. Understanding resistance to cell phone banking adoption through the application of the technology acceptance model (TAM). African Journal of Business Management, 6(1), 86.
Rogers, E., 1983. Diffusion of Innovations.3rd edition. New York: The Free Press.
Siddhartha, D., Rik, P., dan Sanjay, F., 2011. Factors Affecting Behavioral Intentions towards Mobile Banking Usage: Empirical Evidence from India. Romanian Journal of Marketing, 6(1).
Tim Biro Riset Infobank, 2011. Jumlah nasbah 10 bank besar. [Online] Available at: http://www.infobanknews.com/2011/11/36445/ [Access 21/09/2014]
Published
2020-05-23
How to Cite
Made Dona Wahyu Aristana, Wing Wahyu Winarno, & Eko Nugroho. (2020). ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI RESISTENSI TERHADAP LAYANAN MOBILE BANKING. Teknomatika: Jurnal Informatika Dan Komputer, 8(2), 9-22. Retrieved from https://ejournal.unjaya.ac.id/index.php/teknomatika/article/view/449
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Articles
