ATM AND DEBIT USAGE BEHAVIOR FINAL PROJECT
By Nefita Nurrahmi Effendy 19007071
Under Graduate Program School of Business and Management Institut Teknologi Bandung
ABSTRACT
Nowadays, supported by advances in technology, banking, in addition to offering banking products also offer a variety of services which enable clients in financial transactions, easiness to reach their account without visiting the bank and fill the form, thus a good bank will always provide a high quality of services including providing facilities as an alternative to ease the withdrawal transaction, provided such facilities are ATM machines and EDC machine. Both facilities provide different service but, using the same tools, DEBIT Card. Further, there are a lot of issues in the use of ATMs, including difficulties if swallowed and fraud card, and criminality with scanner. Moreover, cash withdrawals were made to have a greater risk for losing money. While EDC able to facilitate payment without using cash. This Final Project raised several issues, including the tendency of people usage in ATM transaction, the tendency of people usage in DEBIT transaction, the differences in usage of both transaction based sex and age, and the trend usage of both transaction. In this research the author use several theoretical foundations that are taken from books, website, articles, and many more resources. Besides, this research is a descriptive research that uses Internal Secondary data to describe the sample’s condition. Moreover, Simple Two Stage Sampling is taken as the sampling technique by the author. There are 20 clusters divided by the sex and age, which every cluster consist of ten samples. Thus, there are 200 samples taken at this research. In conducting the analysis, the author uses the tendency from the trend and user tendency in using ATM and DEBIT transaction from each usage frequency. As the first step the author explains about the customer profile, thus, the reader able know the description of the research population. Further, the author conducts Bivariat Test to see the normality of the data and the significant differences that possibly appear. Then the author explains about the ATM and DEBIT usage behavior that happen. Comparison from age and sex will be seen to see is there any significance differences in usage based on age, and the same thing will be conducted for age variable. Come to the end of the research there are several conclusion that can be generated from the analysis. The conclution itself answers the reseach questions about customer behavior in using ATM and DEBIT transaction such as the use of ATM and Debit transactions continued to increase from time to time, especially in times when there is a certain ceremonial. In terms of sex and age, in general, male use the ATM and DEBIT transactions more frequently than female, but differences in the use of ATM use and DEBIT transactions by male and female were not significant. From the trend of use, use of ATM and DEBIT transactions, both can be said to have an increasing tendency. Furthermore, there is still a huge gap from the use of ATM and DEBIT transactions.
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ABSTRAK Saat ini, didukung oleh kemajuan teknologi, perbankan, selain menawarkan produk-produk perbankan juga menawarkan berbagai layanan yang memungkinkan nasabah dalam melakukan transaksi keuangan, kemudahan untuk mencapai account mereka tanpa mengunjungi bank dan mengisi formulir, sehingga bank yang baik akan selalu memberikan kualitas layanan yang tinggi, termasuk menyediakan fasilitas sebagai alternatif untuk kemudahan transaksi penarikan, diantaranya menyediakan fasilitas mesin ATM dan mesin EDC. Kedua fasilitas menyediakan layanan yang berbeda tetapi, dengan menggunakan alat yang sama, Kartu Debit. Selanjutnya, hari ini banyak masalah dalam penggunaan ATM, termasuk kesulitan jika tertelan dan penipuan menggunakan scanner. Selain itu, penarikan tunai memiliki risiko lebih besar dalam kehilangan uang. Sedangkan EDC mampu memfasilitasi pembayaran tanpa menggunakan uang tunai. Tugas Akhir ini mengangkat beberapa isu, termasuk kecenderungan orang penggunaan dalam transaksi ATM, kecenderungan dalam penggunaan transaksi DEBIT, perbedaan dalam penggunaan baik berdasarkan perbedaan jenis kelamin dan usia, dan penggunaan tren transaksi keduanya. Dalam penelitian ini penulis menggunakan beberapa landasan teoritis yang diambil dari buku, website, artikel, dan sumber lainnya. Selain itu, penelitian ini merupakan penelitian deskriptif yang menggunakan data sekunder Internal untuk mendeskripsikan kondisi sampel penelitian ini. Selain itu, Dua Tahap Pengambilan sampel diambil sebagai teknik sampling oleh penulis. Ada 20 kelompok dibagi berdasarkan jenis kelamin dan usia, yang setiap kelompok terdiri dari sepuluh sampel. Jadi, ada 200 sampel yang diambil pada penelitian ini. Dalam melakukan analisis, penulis menggunakan kecenderungan dari tren dan kecenderungan pengguna dalam menggunakan ATM dan transaksi DEBIT dari masingmasing frekuensi penggunaan. Sebagai langkah pertama explaines penulis tentang profil pelanggan, sehingga pembaca dapat mengetahui gambaran populasi penelitian. Selanjutnya, penulis melakukan uji bivariat untuk melihat normalitas data dan perbedaan significat yang mungkin muncul. Kemudian penulis menjelaskan tentang ATM dan Debit perilaku penggunaan yang terjadi. Perbandingan dari usia dan jenis kelamin akan terlihat untuk melihat apakah ada perbedaan signifikan dalam penggunaan apapun berdasarkan umur, dan hal yang sama akan dilakukan untuk variabel umur. Pada akhir penelitian terdapat beberapa kesimpulan yang dapat dihasilkan dari analisis. Kesimpulan tersebut menjawab pertanyaan penelitian tentang perilaku pelanggan dalam menggunakan transaksi ATM dan DEBIT yang diantaranya adalah penggunaan pada transaksi ATM dan DEBIT terus meningkat dari waktu ke waktu, terutama pada saat-saat terjadi seremonial tertentu. Dari segi jenis kelamin dan umur, secara umum lelaki menggunakan ATM dan DEBIT transaksi lebih sering daripada wanita, namun perbedaan penggunaan pada pemakaian transaksi ATM dan DEBIT oleh pria maupun wanita tidak signifikan. Dari trend penggunaan, baik penggunaan transaksi ATM maupun DEBIT, keduanya dapat dikatakan memiliki kecenderungan yang meningkat. Lebih jauh lagi masih terdapat perbedaan yang jauh dari penggunaan transaksi ATM dan transaksi DEBIT.
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APPROVAL PAGE ATM AND DEBIT USAGE BEHAVIOUR FINAL PROJECT
By NEFITA NURRAHMI EFFENDY ID No: 19007071
A Final Project Proposal in Partial Fulfillment Of the Requirement for the Degree of Bachelor of Management
Under Graduate Program School of Business and Management Institut Teknologi Bandung August 26, 2010
Approved By
Dr. Mustika Sufiati Purwanegara
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FOREWORD
My thanks and gratitude profusely, turning to God Almighty for all his blessing and gift so I able to finish my Final Project, entitled "ATM and Debit Usage Behavior" in time with the help from people who have been willing to spend their precious time, energy, and reflections after completion of this task. Working on the sidelines in the middle of routine activity, I learned so many new things during the completion of this task. By writing out this task by using the limited capabilities and knowledge, I have the opportunity to test the capability and knowledge in analyzing and making decisions on issues in this research. There are a lot of parties that I want to thank for their support and assistance, thus this final project can be finished. The people that I want to thank to: 1. My Supervisor, Mr. Yadi, thank you for sharing your precious time to receiving, guiding, giving advice, support and provide many new experiences for me under you supervision. 2. My academic counselor Dr. Mustika S Purwanegara, that has given a lot of advice and guidance with patience during my studies at SBM ITB. 3. Head of Study Program of SBM ITB, lecturers, and tutors in SBM ITB. Thak you for providing the precious journey that make me become a better, more valuable person. 4. Mr. Febrian, Mr. Padri, Mrs. Milly, Mrs. Indah, and all Bank “X” employee that cannot be mentioned one by one, thank you for welcoming me warmly during the internship program, helping, and guiding me. 5. My family, Babeh, Bunda, Kakak, and Ade for your understanding, support, and prayers during finishing this Final Project, I am the most fortunate to have you all in my life. Love you all. Bunda, I hope it can be your birthday present this year from me. v
6. Dimas E F and family that care and give their support. 7. Aris and Iki for always accompany, encourage, and cherring me up during these three years, thanks to accept me as your sister. 8. My SBM friends whom I cannot mention one by one, thanks for the support and the good friendship that we have had during these three years, I hope our friendship will last forever. 9. All my friends, Sela, Uni, Teh Nanda, BS, Tochan, Hady, and whom I cannot mention one by one, thanks for the support and the good friendship that we have. Thank you for always cheering me up and supporting me. I hope our friendship will last forever.
Bandung, July 2010
Writer
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TABLE OF CONTENTS
Abstract ...............................................................................................................................
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Abstrak ...............................................................................................................................
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Approval Page .................................................................................................................... iv Foreword ............................................................................................................................
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Table of Contents ..............................................................................................................
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List of Figure ..................................................................................................................... viii List of Tables .....................................................................................................................
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List of Appendixes ...........................................................................................................
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Chapter 1 Introduction .....................................................................................................
1
1.1 1.2 1.3 1.4 1.5
Background ............................................................................................................. Research Question ................................................................................................. Research Limitation .............................................................................................. Objection and Research Benefit ............................................................................ Research Outline .....................................................................................................
1 5 5 6 6
Chapter 2 Theoritical Foundation ....................................................................................
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2.1 Behavior .................................................................................................................... 9 2.2 Adoption/Diffusion Theories ................................................................................ 9 2.3 People Behavior Toward Cash and DEBIT ......................................................... 16 2.3.1 Differences in Behavior and Attitudes Toward Finances and Direct DEBIT ................................................................................................. 17 2.3.2 People Behavior Toward Safety and Payment ......................................... 18 Chapter 3 Methodology ................................................................................................... 19 3.1 3.2 3.3 3.4
Research Design ...................................................................................................... Research Methodology ......................................................................................... Gathering Data Methode ...................................................................................... Research Variable ..................................................................................................
19 19 22 22
3.5 Data Analysis ........................................................................................................... 23 Chapter 4 Data Analysis .................................................................................................... 25 4.1 Customer Profile ...................................................................................................... 25 vii
4.2 Bivariat Test .............................................................................................................. 26 4.2.1
Normality Test ............................................................................................. 26 4.2.1.1 Normality Test for ATM and DEBIT Transactions Use ............ 26 4.2.1.2 Normality Test for Sex Difference, Between Male and Female 29 4.2.1.3 Normality Test Based on Age Differnces ..................................... 31 4.3 Comparison of ATM and DEBIT Transaction by Sex and Age ........................ 32 4.4 Tendency of People Using ATM and DEBIT Transaction ................................. 34 4.4.1 Comparison of Use of ATM and DEBIT Transactions by Sex and Age ................................................................................................................ 35 4.5 ATM and DEBIT Usage Trend ............................................................................. 58 Chapter 5 Conclution.......................................................................................................... 63 5.1 Conclution ...................................................................................................................... 63 5.2 Recommendation .......................................................................................................... 64 References ............................................................................................................................ 66 Appendixes
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LIST OF FIGURE
Figure 1.1 ATM and EDC Machine ................................................................................... 2 Figure 1.2 DEBIT Card ........................................................................................................ 3 Figure 1.3 ATM Machine Instalation Growth .................................................................. 3 Figure 1.4 EDC Machine Instalation Growth ................................................................... 4 Figure 1.5 ATM Machine Transaction Value Growth ..................................................... 4 Figure 2.2 Diffusion of Innovation Model ....................................................................... 10 Figure 2.3 Innovation-Decision Process from Rogers ................................................... 11 Figure 3.2 Chart of Research Sampling ........................................................................... 20 Figure 4.1 Occupation Chart ............................................................................................. 25 Figure 4.2.1.1.1 Normality Test Curve of ATM Transaction ........................................ 28 Figure 4.2.1.1.2 Normality Test Curve of DEBIT Transaction .................................... 28 Figure 4.2.1.2 Normality Test Curve of Male in Use of ATM and DEBIT .................. 30 Figure 4.2.1.3 Normality Test Curve of Female in Use of ATM and DEBIT .............. 31 Figure 4.4.1 Average Use of ATM Transaction Based on Age per Months ................ 37 Figure 4.4.2 Average Use of DEBIT Transaction Based on Age per Month ............... 38 Figure 4.4.3 Graphic of ATM Transaction Usage during January – December 2009 40 Figure 4.4.4 Graphic of DEBIT Transaction Usage during January – December 2009 ............................................................................................... 45 Figure 4.4.5 Graphic of Monthly ATM Transaction Usage during January – December 2009 .............................................................................................. 52 Figure 4.4.6 Graphic of Monthly DEBIT Transaction Usage during January – December 2009 .............................................................................................. 56 Figure 4.5.1 Average use of ATMs Period October 2008 until February 2010 ......... 59 Figure 4.5.2 Average DEBIT Usage Period October 2008 until February 2010 .......... 60 ix
Figure 4.5.3 Average use of ATMs and DEBIT Period October 2008 until February 2010 ................................................................................................................ 61
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LIST OF TABLE Table 3.3 Research Variable .............................................................................................. 21 Table 4.3 Comparison of Use of ATM and DEBIT Transactions ................................. 33 Table 4.4.1 Comparison of Use of ATM and DEBIT Transaction Based on Sex and Age ..................................................................................................................... 36 Table 4.4.2 Mean of ATM and DEBIT Transaction per Month .................................... 50
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LIST OF APPENDIXES Company Competitor Analysis …………………………………………………………. 67 SPSS 13:00 Result …………………………………………………………………………. 82 Internal Data ……………………………………………………………………………. 103
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