ANALISIS FAKTOR YANG MEMPENGARUHI RESISTENSI PENGGUNAAN APLIKASI LAYANAN PUBLIK
STUDI: APLIKASI PEMBAYARAN SELULER
Abstract
Transformasi sistem pembayaran secara tunai beralih ke pembayaran digital telah merubah cara transaksi jual beli barang maupun jasa, hal ini membuat transaksi menjadi efektif dan efisien dari pihak penjual maupun konsumen. Dengan mempelajari faktor yang mempengaruhi resistensi konsumen maka dapat mengetahui mengenai strategi yang tepat dan menjadikan acuan untuk mengembangkan strategi pemasaran yang tepat. Penelitian ini dilakukan untuk mengkaji dan menganalisis faktor-faktor yang mempengaruhi resistensi pengguna aplikasi layanan publik mulai dari faktor kekhawatiran privasi informasi, kekhawatiran pengawasan pemerintah, resiko keamanan, hambatan penggunaan aplikasi, hambatan kompleksitas, hambatan nilai, dan pengaruh sosial. Penelitian ini menggunakan metodologi kuantitatif dan desain korelasional dengan banyaknya sampel yang digunakan berjumlah 170 orang. Hasil dari penelitian ini adalah sebagai berikut: 1) Resistensi pengguna berpengaruh negatif dan signifikan terhadap minat untuk menggunakan Aplikasi Pembayaran Seluler Di Indonesia. 2) Kekhawatiran privasi informasi, kekhawatiran pengawasan pemerintah, resiko keamanan, hambatan penggunaan aplikasi, hambatan kompleksitas, hambatan nilai, dan pengaruh sosial berpengaruh positif dan signifikan terhadap resistensi pengguna dalam menggunakan aplikasi pembayaran seluler di indonesia. 3) kekhawatiran privasi informasi, kekhawatiran pengawasan pemerintah, resiko keamanan, hambatan penggunaan aplikasi, hambatan kompleksitas, hambatan nilai, dan pengaruh sosial berpengaruh positif dan signifikan terhadap ketidakpercayaan pengguna dalam menggunakan aplikasi pembayaran seluler di indonesia. 4) sedangkan untuk variabel pengaruh sosial memiliki hasil tidak berpengaruh terhadap terhadap terhadap resistensi pengguna melalui variabel mediasi ketidakpercayaan pengguna dalam menggunakan aplikasi pembayaran seluler di Indonesia. 5) Usia, jenis kelamin, dan tempat tinggal pengguna tidak berpengaruh terhadap minat untuk menggunakan aplikasi pembayaran seluler di indonesia.
References
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Fernandez, A., & Miyazaki, A. (2001). Consumer Perceptions of Privacy and Security Risks for Online Shopping. Journal of Consumer Affairs, 35(1), 27–44.
Filieri, R., Chen, W., & Lal Dey, B. (2017). The Importance of Enhancing, Maintaining and Saving Face in Smartphone Repurchase Intentions of Chinese Early Adopters: An Exploratory Study. Information Technology and People, 30(3), 629–652. https://doi.org/10.1108/ITP-09-2015-0230
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Hirschheim, R., & Newman, M. (1988). Information Systems and User Resistance: Theory and Practice.
Hoffman, D. L., Novak, T. P., & Hoffman, D. (2015). Emergent Experience and the Connected Consumer in the Smart Home Assemblage and the Internet of Things Table of Contents.
Huang, D., Jin, X., & Coghlan, A. (2021). Advances in Consumer Innovation Resistance Research: A Review and Research Agenda. Technological Forecasting and Social Change, 166(January), 120594. https://doi.org/10.1016/j.techfore.2021.120594.
II, G. C. B., & Kumar, A. (2005). Explaining Consumer Acceptance of Handheld Internet Devices. 58(November 2002), 553–558. https://doi.org/10.1016/j.jbusres.2003.08.002.
Insani, S. F., Wijayanti, A. W., & Irawati, D. (2021). Analisis Faktor-Faktor Resistensi Terhadap Teknologi Smartwatch. 05, 47–62.
Joachim, V., Spieth, P., & Heidenreich, S. (2018). Active Innovation Resistance: An Empirical study on Functional and Psychological Barriers to Innovation Adoption in Different Contexts. Industrial Marketing Management, 71(December), 95–107. https://doi.org/10.1016/j.indmarman.2017.12.011.
Kaur, P., Dhir, A., Singh, N., Sahu, G., & Almotairi, M. (2020). An Innovation Resistance Theory Perspective on Mobile Payment Solutions. Journal of Retailing and Consumer Services, 55(January), 102059. https://doi.org/10.1016/j.jretconser.2020.102059
Khanra, S., Dhir, A., Kaur, P., & Joseph, R. P. (2021). Factors Influencing the Adoption Postponement of Mobile Payment Services in the Hospitality Sector during a Pandemic. Journal of Hospitality and Tourism Management, 46(November 2020), 26–39. https://doi.org/10.1016/j.jhtm.2020.11.004
Kleijnen, M., Lee, N., & Wetzels, M. (2009). An Exploration of Consumer Resistance to Innovation and Its Antecedents. Journal of Economic Psychology, 30(3), 344–357. https://doi.org/10.1016/j.joep.2009.02.004
Koch, J., Kraemer, T., & Heidenreich, S. (2021). Exploring Passive Innovation Resistance-An Empirical Examination of Predictors and Consequences at the Cognitive and Situational Level. International Journal of Innovation Management, 25(1), 1–35. https://doi.org/10.1142/S1363919621500122.
Kusumoningtyas, A. A., & Puspitasari. (2020). Dilema Hak Perlindungan Data Pribadi dan Pengawasan Siber: Tantangan di Masa Depan. Jurnal Legislasi Indonesia, 17(2) - Juni 2020 : 234-250.
Labrecque, J. S., Wood, W., Neal, D. T., & Harrington, N. (2017). Habit Slips: When Consumers Unintentionally Resist New Products. Journal of the Academy of Marketing Science, 45(1), 119–133. https://doi.org/10.1007/s11747-016-0482-9
Mallat, N. (2007). Exploring Consumer Adoption of mobile Payments - A Qualitative Study. Journal of Strategic Information Systems, 16(4), 413–432. https://doi.org/10.1016/j.jsis.2007.08.001.
Mack, F. (2018). Factors Influencing Consumers ’ Adoption of and Resistance to Functional Food Product Innovations. University of Twente.
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Abdullah D. (2010). Kebebasan Informasi Milik Siapa?. Jakarta: Indonesia Corruption Watch.
Abdulsyani. (2007). Sosiologi, Skematika, Teori, dan Terapan. Jakarta: PT.Bumi. Aksara
Agusta, J. (2018). Mobile Payments in Indonesia: Race to Big Data Domination. In MDI Ventures (p. 47).
Akramana, R., Candiwan., & Yudi, P. (2018). Pengukuran Kesadaran Keamanan Informasi Dan Privasi Pada Pengguna Smartphone Android Di Indonesia. Jurnal Sistem Informasi Bisnis 02 (2018).
Alimbudiono, R. S. (2005). Perubahan, Stabilitas, Dan Resistensi Dalam Sistem Akuntansi Manajemen. Sosial & Humaniora, 01, 63–76.
Aprilia, Fadilla. 2019. Analisis Efisiensi Penggunaan Kartu Atm/Debit Gerbang Pembayaran Nasional (GPN) (Studi Pada Mahasiswa Febi Uin Raden Intan Lampung Angkatan 2016-2017). Skripsi : Fakultas Ekonomi Dan Bisnis Islam Universitas Islam Negeri Raden Intan Lampung.
Ajzen, I., & Fishbein, M. (1972). Attitudes and normative beliefs as factors influencing behavioral intentions. Journal of Personality and Social Psychology, 21(1), 1–9. https://doi.org/10.1037/h0031930
Arvidsson, N. (2014). Consumer attitudes on mobile payment services - results from a proof of concept test. International Journal of Bank Marketing, 32(2), 150–170. https://doi.org/10.1108/IJBM-05-2013-0048
Bearden, W. O., Netemeyer, R. G., & Teel, J. E. (1989). Measurement of Consumer Susceptibility to Interpersonal Influence. 15(March).
Belanche, D., Guinalíu, M., & Alb, P. (2023). Telematics and Informatics Customer adoption of P2P Mobile Payment Systems : The Role of perceived risk´ s. 72(June 2022). https://doi.org/10.1016/j.tele.2022.101851.
Candy & Rudyanto. (2022). Faktor-Faktor yang Mempengaruhi Niat dalam Penggunaan Sistem Pembayaran Seluler. Jurnal Ekonomi & Ekonomi Syariah, 5(2), Juni 2022 E-Issn : 2599-3410 | P-Issn : 2614-3259.
Chaouali, W., & Souiden, N. (2019). Journal of Retailing and Consumer Services the Role of Cognitive Age in Explaining Mobile Banking Resistance among Elderly People. Journal of Retailing and Consumer Services, xxxx, 0–1. https://doi.org/10.1016/j.jretconser.2018.07.009
Chau, P. Y. K., Ho, S. Y., Ho, K. K. W., & Yao, Y. (2013). Examining the Effects of Malfunctioning Personalized Services on Online Users’ Distrust and Behaviors. Decision Support Systems, 56(1), 180–191. https://doi.org/10.1016/j.dss.2013.05.023
Chen, Q., Lu, Y., Gong, Y. (Yale), & Tang, Q. (2019). Why Do Users Resist Service Organization’s Brand Mobile Apps? The Force of Barriers Versus Cross-Channel Synergy. International Journal of Information Management, 47(July), 274–282. https://doi.org/10.1016/j.ijinfomgt.2018.07.012
Chen, S. C., Chung, K. C., & Tsai, M. Y. (2019). How to Achieve Sustainable Development of Mobile Payment through Customer Satisfaction-The SOR Model. Sustainability (Switzerland), 11(22), 1–16. https://doi.org/10.3390/su11226314
Cialdini, R. B., & Goldstein, N. J. (2004). Social Influence : Compliance and Conformity. 1974, 591–621. https://doi.org/10.1146/annurev.psych.55.090902.142015
Deutsch, M., & Gerard, H. B. (1955). A Study of Normative and Informational Social Influence upon Individual Judgement. Journal of Abnormal and Social Psychology, 51, 629–636.
Dibrov, A. (2015). Innovation Resistance: The Main Factors And Ways To Overcome Them. Artem Dibrov. Procedia - Social and Behavioral Sciences, 166 (2015) 92 – 96.
Dinev, T., Hart, P., & Mullen, M. R. (2008). Internet Privacy Concerns and Beliefs about Government Surveillance–An Empirical Investigation. 17, 214–233. https://doi.org/10.1016/j.jsis.2007.09.002
Edwards, S. M., Li, H., Lee, J., Edwards, S. M., Li, H., & Lee, J. (2013). Forced Exposure and Psychological Reactance : Antecedents and Consequences of the Perceived Intrusiveness of Pop-Up Ads Forced Exposure and Psychological Reactance : Antecedents and Consequences of the Perceived Intrusiveness of Pop-Up Ads. November, 37–41. https://doi.org/10.1080/00913367.2002.10673678
Ellen, P. S., Bearden, W. O., & Sharma, S. (1991). Resistance to Technological Innovations: An Examination of the Role of Self-Efficacy and Performance Satisfaction. Journal of the Academy of Marketing Science, 19(4), 297–307. https://doi.org/10.1007/BF02726504
Eriksson, N., Gökhan, A., & Stenius, M. (2021). A Qualitative Study of Consumer Resistance to Mobile Payments for in-Store Purchases. Procedia Computer Science, 181(2019), 634–641. https://doi.org/10.1016/j.procs.2021.01.212
Fernandez, A., & Miyazaki, A. (2001). Consumer Perceptions of Privacy and Security Risks for Online Shopping. Journal of Consumer Affairs, 35(1), 27–44.
Filieri, R., Chen, W., & Lal Dey, B. (2017). The Importance of Enhancing, Maintaining and Saving Face in Smartphone Repurchase Intentions of Chinese Early Adopters: An Exploratory Study. Information Technology and People, 30(3), 629–652. https://doi.org/10.1108/ITP-09-2015-0230
Grace, J. (2013). Privacy, Stigma and Public Protection : A Socio-Legal Analysis of Criminality Information Practices in the UK. International Journal of Law, Crime and Justice, 41(4), 303–321. https://doi.org/10.1016/j.ijlcj.2013.07.006.
Handayani. (2021). Pengaruh Metode Pembayaran dan Mudahnya Transkasi terhadap Keputusan Pembelian di Zalora Online Shopping. Ug Jurnal, 15(4).
Hartono, W. J. (2018). Perancangan Sistem Akuntansi Penjualan Tunai pada Toko Satria Ponsel Pekanbaru. Jurnal Ilmu Komputer dan Bisnis, 9(1), Mei 2018.
Heidenreich, S., & Kraemer, T. (2016). Innovations—Doomed To Fail? Investigating Strategies To Overcome Passive Innovation Resistance. J Prod Digilib.Uinsby.Ac.Id Digilib.Uinsby.Ac.Id Digilib.Uinsby.Ac.Id Digilib.Uinsby.Ac.Id Digilib.Uinsby.Ac.Id Digilib.Uinsby.Ac.Id Digilib.Uinsby.Ac.Id Innov Manag, 33(3), 277–297. Https://Doi.Org/10.1111/Jpim.12273.
Heidenreich, S., & Spieth, P. (2013). Why Innovations Fail - The Case of Passive and Active Innovation Resistance. International Journal of Innovation Management, 17(5), 1–42. https://doi.org/10.1142/S1363919613500217.
Hirschheim, R., & Newman, M. (1988). Information Systems and User Resistance: Theory and Practice.
Hoffman, D. L., Novak, T. P., & Hoffman, D. (2015). Emergent Experience and the Connected Consumer in the Smart Home Assemblage and the Internet of Things Table of Contents.
Huang, D., Jin, X., & Coghlan, A. (2021). Advances in Consumer Innovation Resistance Research: A Review and Research Agenda. Technological Forecasting and Social Change, 166(January), 120594. https://doi.org/10.1016/j.techfore.2021.120594.
II, G. C. B., & Kumar, A. (2005). Explaining Consumer Acceptance of Handheld Internet Devices. 58(November 2002), 553–558. https://doi.org/10.1016/j.jbusres.2003.08.002.
Insani, S. F., Wijayanti, A. W., & Irawati, D. (2021). Analisis Faktor-Faktor Resistensi Terhadap Teknologi Smartwatch. 05, 47–62.
Joachim, V., Spieth, P., & Heidenreich, S. (2018). Active Innovation Resistance: An Empirical study on Functional and Psychological Barriers to Innovation Adoption in Different Contexts. Industrial Marketing Management, 71(December), 95–107. https://doi.org/10.1016/j.indmarman.2017.12.011.
Kaur, P., Dhir, A., Singh, N., Sahu, G., & Almotairi, M. (2020). An Innovation Resistance Theory Perspective on Mobile Payment Solutions. Journal of Retailing and Consumer Services, 55(January), 102059. https://doi.org/10.1016/j.jretconser.2020.102059
Khanra, S., Dhir, A., Kaur, P., & Joseph, R. P. (2021). Factors Influencing the Adoption Postponement of Mobile Payment Services in the Hospitality Sector during a Pandemic. Journal of Hospitality and Tourism Management, 46(November 2020), 26–39. https://doi.org/10.1016/j.jhtm.2020.11.004
Kleijnen, M., Lee, N., & Wetzels, M. (2009). An Exploration of Consumer Resistance to Innovation and Its Antecedents. Journal of Economic Psychology, 30(3), 344–357. https://doi.org/10.1016/j.joep.2009.02.004
Koch, J., Kraemer, T., & Heidenreich, S. (2021). Exploring Passive Innovation Resistance-An Empirical Examination of Predictors and Consequences at the Cognitive and Situational Level. International Journal of Innovation Management, 25(1), 1–35. https://doi.org/10.1142/S1363919621500122.
Kusumoningtyas, A. A., & Puspitasari. (2020). Dilema Hak Perlindungan Data Pribadi dan Pengawasan Siber: Tantangan di Masa Depan. Jurnal Legislasi Indonesia, 17(2) - Juni 2020 : 234-250.
Labrecque, J. S., Wood, W., Neal, D. T., & Harrington, N. (2017). Habit Slips: When Consumers Unintentionally Resist New Products. Journal of the Academy of Marketing Science, 45(1), 119–133. https://doi.org/10.1007/s11747-016-0482-9
Mallat, N. (2007). Exploring Consumer Adoption of mobile Payments - A Qualitative Study. Journal of Strategic Information Systems, 16(4), 413–432. https://doi.org/10.1016/j.jsis.2007.08.001.
Mack, F. (2018). Factors Influencing Consumers ’ Adoption of and Resistance to Functional Food Product Innovations. University of Twente.
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Published
2022-11-30
How to Cite
Madhyastha, M. A. R. (2022). ANALISIS FAKTOR YANG MEMPENGARUHI RESISTENSI PENGGUNAAN APLIKASI LAYANAN PUBLIK. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 6(3), 1597-1625. https://doi.org/10.31955/mea.v6i3.2598
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