RISK PERCEPTION IN THE CORRELATION BETWEEN THE TENDENCY OF USING INTERNET AND CUSTOMERS’ WILLINGNESS TO USE ONLINE PAYMENT SYSTEM

This study aims to determine the extent of the influence of risk perception on the willingness of customers to use online payment system and online purchases, as well as to measure whether the experience and the tendency to use the internet have a significant effect in increasing the willingness of customers to use the online banking facilities and online payments.

There are several things that affect the willingness of customers to use the online payment system services; those are, the tendency factor of using the internet and experience factor of using the internet. Those factors have a positive influence on the willingness of customers to use online payment system facility.

Perception of risk in using the online payment system service facilities has a negative influence on the willingness of customers to use online payment system facility because the use of the internet has several types of risks that should be acceptable to customers.

The tendencies to use the internet and the internet experience factors have a negative influence on the perception of risk in the willingness of customers to use online payment system facilities. Does the perception of risk have a mediation role in the relationship between the tendency to use and experience to use the internet to customers’ willingness to use online payment system? This is a kind of interesting question to study.

The willingness of using online payment system service is a big opportunity for the E-Business development, especially in Yogyakarta, Indonesia.

INTRODUCTION

In a very tight competition among banks, customer decision factors become a serious concern. Each bank has various disclosure diverse to give everything as expected, like "A customer is a boss", "Customer decision is our goal", and so on. Developmental in banking service system today is mostly done with information technology as the main device. The use of information technologies provide a wide range of convenience, facilities, and services for customers. The banks should be able to adapt quickly to implement the system of banking operations with the help of information technology in providing services for their customers. In addition, the service by using information technology must be supported by the ability of the company to create programs or tools that are easy to use by clients (user friendly).

One of the banking services using information technology facilities is the online banking in conducting online payments, or online payment system. Online payment system is a new breakthrough in the world of banking company provided banking services to serve customers' financial transactions online, either a transaction using credit cards, debit cards, and online money transfer through online payment system.

The ability of banking services in providing a good online payment system service will reduce the risk and provide a positive contribution to improve the use of online payment system in every financial transaction made by their customers. The use of online payment system services is believed to provide more benefits and convenience for the customer and for the company the use of a conventional financial transaction system.

Problems

1. Does the trend of using the internet and the experience of using the Internet significantly affect the willingness of customers to use online payment system?
2. Does the tendency of using the internet and the experience of using the Internet become a significant influence on the perception of the risk of the use of online payment system facility?
3. Is there a relationship between the tendency to use the Internet and the experience of using the internet with the willingness of customers to use online payment system?
4. Does the risk perception of the online payment system services have a significant effect on the customers' willingness to use online payment system?

Limitations

Limitations of the problems in this study are:

1. The respondents in this research are the bank customers who use the services of Online payment system service in Yogyakarta, Indonesia.
2. The variables used in this study consist of: The tendency to use the internet, The experience of using the internet, Perception of risk, and Willingness to use the online payment system facility.

Research Objectives

The purposes of this study are:

1. To determine the influence of the tendency of using the internet and the experience of using the internet to the willingness of customers to use online payment system. 
2. To determine the effect of the risks perception in using online payment system to the customers' willingness to use online payment system. 
3. To determine the mediating effect of perceived risk of using online payment system in the correlation between the tendency to use the internet with the customers' willingness to use online payment system.

LITERATURE REVIEW

Information Technology

Information technology has an important role in most of the business process reengineering. Speed, information processing capabilities, and connectivity of computer and internet technology can improve and increase the business process efficiently. Information technology is not limited to computer technology (hardware and software set of tools) that is used to process and store information, but that includes information technology to transmit information.

Theory of Reason Action (TRA)

Theory of Reason Action was introduced by Fishbein and Ajzen (1975), which helps researchers to understand and predict the attitudes and behavior of individuals. TRA has successfully predicted and explained the behavior of different areas of study. The TRA theory is most often used as a theoretical model of the information system. Individual's performance of a particular behavior is determined by the purpose for running behaviors, and the destination is determined by attitude and subjective norm. Several specific factors in determining the behavior of technology acceptance are: behavioral intention to define the behavior, if behavioral intention combined with the attitude and subjective norm.

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Cobit 4.1: A Maturity Level Framework For Measurement of Information System Performance

Universitas Respati Yogyakarta requires methods and structured approach in its evaluation, especially in academic departments. This should to be done to assess the fit between institutional objectives with management that has been applied. COBIT is a framework used to assess, measure and control the performance of institutions in the management of IS/IT. COBIT is also accepted and harmonized by its users, because the framework is built from the goal, rules and institutional policy where all processes are analyzed by looking at the alignment between the objectives to be achieved by the procedures/policies implemented by the institution. In this study the author uses COBIT (Control Objectives for Information and Related Technology) version 4.1 on the domain Planning Organization (PO). The results of the study conducted performance measurements are made in the form of academic information system analysis, mapping the level of maturity and recommendation for Universitas Respati Yogyakarta, which is expected to be a management model for other institutions.

INTRODUCTION

Some companies do not hesitate to invest their share in the field of Information Technology (IT), although the investments make enormous drain on the budget. This is done as an effort to get the convenience and benefits of the use of IT, which is expected to help the performance of the company to conduct a competitive business strategy. However it turns out, the investment made by the outcome often is not generated. Assessment and evaluation of investments that have been issued for the implementation of IT is proper to be considered. Based on some research explained that the company has begun to realize and start doing performance measurement and evaluation.
To make the use of performance measurement and management of IT, then The IT Governance Institute (ITGI) as an institution conducting the IT governance arrangements that have standardized tools or frameworks is widely used in the world including COBIT, ITIL, COSO, ISO, and so on. COBIT is a reference method/framework for measurement and control of information technology. COBIT framework is a standard that is considered the most complete and thorough as IT audit framework as developed based on the rules/procedures of internal company/institution where COBIT is used, so the time will be measured in accordance with the conditions, rules, procedures and norms that work in the company. COBIT has also been developed on an ongoing basis by professional NGOs auditors spread throughout much of the country, where in each state builts a relationship that can manage these professionals.
Performance measurement in academic information system at the Universitas Respati Yogyakarta that utilizes IT as a means of supporting the process is expected to support the management of the education process. For example at the beginning of the selection for new students, the learning process which is done, lectures supporting components such as the method used, the curriculum and other provisions such as faculty, students, facilities, other facilities until the graduation of students who need to be evaluated in order to produce quality and good service and competitive education.

Information Technology Architecture

The Information Technology Architecture (ITA) is described through a set of views, each from the perspective of a different stakeholder. An individual view captures items meaningful to the stakeholders as elements and their interrelationships expressed in a standard form, the structure of the view, and the view’s correlation with other views. Typically, groups within the organization possess a mixture of Commercial Off-The-Shelf (COTS), frameworks and custom-developed legacy applications as well as data stored in databases and directories. In such an environment, functionality and data embedded in one application cannot be easily merged with functionality and data provided by another. Such an endeavor usually requires the creation of a yet another separate application. Further, each of these applications relies on a proprietary client for user interaction.

COBIT Framework

COBIT Framework is an IT governance framework aimed at management, IT service staff, department control, and audit function more critical to the business process owner. COBIT Framework as a framework for the management needs for measurement and control of information technology provides the tools to measure the ability of information technology that will continue to be developed. COBIT framework is created to serve as a reference to exercise control over information technology and can ensure confidenciality, integrity and availability of the data. The results obtained from the IT Governance is used as a reference or management guidelines, one of which is COBIT which has a measuring tool such as maturity models, CSF, KGI and KPI. COBIT has a measurement indicator management of information technology in business processes.
From the results obtained it appears that the institution has a different level for each PO domain. In general, institution occupies level 3, which means that the institution has procedures in management, has been communicated and documented for each element in the institution. However, the implementation is still highly dependent on existing human resources willing to perform the procedure or not. That existing procedures are still limited to the formalization of implementation available, and management needs to improve planning and organizing. The discrepancy between the technical implementation of management policies with existing will be reduced by the control and measurement refers to guidelines such as COBIT Framework KPI, KGI, CSR and maturity models in COBIT Framework for monitoring ranging from policy-setting; monitoring is being conducted at the time, until the goal is achieved.

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