Exploration of Factors Affecting the Decision to Refuse to Use M-Smile (Case Study: Customers of Bank Mega KCP TOMOHON)

Abstract

The development of economic progress in the world today is followed by the increasing public need for a banking system, namely technological sophistication that is able to compete with other similar banking facilities. Many financial institutions, including banks, offer various types of attractive facilities and products, thereby increasing competition in each financial institution and in general these facilities and products are used by the public. There are so many things that can be provided by a bank in terms of providing excellent service to customers because of the growing pattern of transactions in a country's economy, the role of banking requires improvement through the development of products that are marketed. Appropriate use of technology must be considered, to minimize the smoothness and ease of banking activities. The purpose of this research is to find out what factors influence the decision to refuse to use M-Smile. The research instrument scale uses a Likert scale. The analysis technique used is exploratory factor analysis technique which is processed using SPSS. The results showed that of the twenty 20 variables measured, it could be concluded that five (5) new factors were formed that could influence the decision to refuse to use M-Smile (a case study of Bank Mega KCP Tomohon customers). The analysis technique used is exploratory factor analysis technique which is processed using SPSS. The results showed that of the twenty 20 variables measured, it could be concluded that five (5) new factors were formed that could influence the decision to refuse to use M-Smile (a case study of Bank Mega KCP Tomohon customers). The analysis technique used is exploratory factor analysis technique which is processed using SPSS. The results showed that of the twenty 20 variables measured, it could be concluded that five (5) new factors were formed that could influence the decision to refuse to use M-Smile (a case study of Bank Mega KCP Tomohon customers).