TELKOM
NIKA
, Vol.14, No
.4, Dece
mbe
r
2016, pp. 15
21~152
6
ISSN: 1693-6
930,
accredited
A
by DIKTI, De
cree No: 58/DIK
T
I/Kep/2013
DOI
:
10.12928/TELKOMNIKA.v14i4.2920
1521
Re
cei
v
ed O
c
t
ober 2
9
, 201
5; Revi
se
d Augu
st 12, 201
6; Acce
pted
August 29, 2
016
Examining the Security Issues of Automated Teller
Machin
e Based
on Revised Technical Acceptance
Model
Aida Fitriani
*
1
, Sfenrianto
2
, Guna
w
a
n
Wang
3
, Arie
s Susanto
4
1,2,
3
Binus Grad
uate Progr
am, Bina N
u
sant
ara Univ
ersit
y
Jl. Kebon Jer
u
k Ra
ya 27, Jak
a
rta, Indon
esia
4
Departme
n
t of Information S
ystems, Syarif
H
i
da
yat
u
ll
ah Sta
t
e Islamic Univ
ersit
y
Jl. Ir. H. Juand
a No. 95, T
angeran
g Sel
a
tan, Indon
esi
a
*Corres
p
o
ndi
n
g
author, em
ail
:
aida.fitri
y
an
i
@
gmai
l.com
1
, sfenria
nto@b
i
n
u
s.edu
2
, g
w
a
n
g
@bi
nus.e
du
3
,
ariess
ht@ui
n
jk
t.ac.id
4
A
b
st
r
a
ct
T
r
ust of using
auto
m
ate
d
tel
l
e
r machi
ne (A
T
M) is
a da
unt
ing task for
many Ind
o
n
e
sia
n
s, w
here
the secur
i
ty is
sues ass
o
ciat
e
d
w
i
th it, still
hau
ntin
g the
m
.
The pa
per
ex
amin
es
the c
o
l
l
ab
orative
issu
es
relate
d to th
e
AT
M security
such as:
perc
e
ive
d
us
efuln
e
ss and
eas
e o
f
use, perc
e
iv
ed sec
u
rity, trust,
intenti
on t
o
us
e a
nd
actua
l
s
ystem
use,
by
usin
g rev
i
sed
t
e
chn
i
cal
acc
e
p
t
ance
mod
e
l (T
AM) accor
d
in
g
to
the bank
ing purpos
es. The study ta
kes customer sam
p
les of majo
r leading
banks
in Indones
ia and
expecte
d to
pr
esent th
e c
u
rre
nt situati
o
n
fac
ed
by
m
any I
n
don
esia
ns w
h
e
n
d
eal
in
g w
i
th t
he AT
M s
e
curit
y
.
The outco
me
w
ill be v
a
l
uab
le
inp
u
ts for the
policy
makers
of the b
anks to
establ
ish furth
e
r strategy to c
o
p
e
w
i
th integrate
d
security issu
es
related to AT
M use.
Ke
y
w
ords
:
Revise
d T
e
ch
nol
ogy Acc
ept
ance M
o
d
e
l (
T
AM), Perceived Sec
u
rity a
nd T
r
ust, AT
M use
,
Lea
din
g
ba
nks customers
Copy
right
©
2016 Un
ive
r
sita
s Ah
mad
Dah
l
an
. All rig
h
t
s r
ese
rved
.
1. Introduc
tion
No
wad
a
ys, many
ba
nks have
offered ATM
a
c
ce
ss for
thei
r cu
stomers.
ATM
provid
e
s
easy an
d co
n
v
enien
ce tran
sa
ction
s
for
withdraw
als,
transfe
rs, pa
yments, ch
eck bala
n
ces, a
nd
major ki
nd
s
of finan
cial transactio
n
s. T
he u
s
e
of A
T
Ms
ha
s b
e
e
n
con
s
ide
r
ed
as competiti
v
e
advantag
es f
o
r the
ban
ks
to win the
cu
stome
r
s [1
].
Due to t
heir l
a
rge
a
c
cepta
n
ce
s, the
use
of
ATM ha
s in
creased the
se
curity a
w
a
r
en
ess for many
Indone
sia
n
s,
whe
r
e th
ey p
u
t their full t
r
ust
on the ATM
a
nd the b
a
n
ks.
Putting trust
on the b
a
n
ks also
i
n
c
r
ea
se
s
t
he ris
k
s
a
s
so
ciat
ed wit
h
it
.
The fina
nci
a
l
crim
es asso
ci
ated with
the
ATM use
h
a
ve incre
a
sed
significa
ntly from the l
a
st fe
w
decade
s [2], such as m
a
licio
us a
c
ts aroun
d the
ATM area,
unautho
rize
d ATM acce
ss,
fraudul
en
ce
transactio
n
s,
payment tran
sfer
do
e
s
not rea
c
h the desti
nation, freq
uent
malfunctio
n
s
and ru
n out money, amo
unt dedu
ctio
n
on the account, etc. The se
curity issues
have re
ceive
d
the highe
st prio
rity for the
cu
sto
m
ers to use
the ATM or other b
a
n
k
ing
appli
c
ation
s
[3].
Beside
s the
se
curity issu
e
s
, Titin [4] found
that cust
omers’ be
hav
ior e
s
pe
cially
dealing
with the ATM and
s
e
c
u
rity is
sues
are als
o
im
portant [4]. Cus
t
omer behav
ior may vary from one
to anoth
e
r [1
0], and
they
may delive
r
i
m
pact
to
cre
a
ting p
e
rceiv
ed of
u
s
efuln
e
ss of
the A
T
M
acce
ss [5]. Therefo
r
e, it is impor
tant to
study the links between b
e
havior an
d se
curity rel
a
ted
to
the ATM a
ccess. The
stu
d
y take
s the
well-esta
blish
ed Te
ch
nolo
g
y Acceptan
ce M
odel
(T
AM)
and li
nks it
wi
th the
se
curit
y
issue
s
to
captur
e
the
pe
rce
p
tion
of cu
stome
r
s u
s
in
g the ATM.
T
A
M
has adva
n
tag
e
s to
ide
n
tify the b
ehavio
ral issu
es
rel
a
ted to the
technolo
g
y u
s
e.
Combi
n
ing
th
e
TAM with p
e
rceived
se
cu
ri
ty and tru
s
t are the
man
d
a
tory issue
s
t
hat nee
ds to
be con
s
ide
r
ed
whe
n
applyin
g
the techn
o
l
ogy in the ba
nkin
g and fin
anci
a
l instituti
ons [6, 8].
The stu
d
y is i
m
porta
nt sin
c
e many Indo
n
e
si
a
n
s are sti
ll
developin
g
unple
a
sant
b
ehavior
asso
ciated
wi
th the ATM or other inte
rn
et banki
ng
ap
plicatio
ns [7, 9]. The outco
me of the stu
d
y
can b
e
used
by the policy make
rs of the banks to
dev
elop furthe
r strategy to win
the cust
omer’
s
trust an
d perceived se
cu
rity of using AT
M.
Evaluation Warning : The document was created with Spire.PDF for Python.
ISSN: 16
93-6
930
TELKOM
NIKA
Vol. 14, No. 4, Dece
mb
er 201
6 : 1521 – 152
6
1522
2. Proposed
Model
Develo
ping
study model f
o
r the b
a
n
k
in
g and fin
a
n
c
i
a
l institution
s
is not a
n
ea
sy task,
sin
c
e it
relate
s hi
ghly with
trust a
nd
pru
den
ce [1
1-1
2
]. For thi
s
pu
rpo
s
e, the
pa
per
sel
e
ct
s t
h
e
SEM-PLS me
thod a
s
a
naly
s
is
mod
e
l, an
d well
-e
st
abli
s
he
d TAM, a
s
its f
r
ame
w
o
r
k. T
he
revised
TAM is sele
ct
ed to comply
with the strict financial pol
icy in trust an
d prud
en
ce. The SEM- PLS
or kno
w
n a
s
PLS, is a met
hodol
ogy of multivaria
te d
a
ta analy
s
is t
hat allows m
odelin
g co
mp
lex
cau
s
e
-
effect
relation
shi
p
s that
involves lat
ent an
d o
b
s
erve
d va
ria
b
les.
The
SEM-PLS m
e
th
od
has be
en wi
dely used in
busine
s
s an
d proven a
s
effective simulation an
d
predi
ction tools
dealing with relative small
sampl
e
s. T
h
e revised
TAM
comp
ri
ses
of important va
riable
s
su
ch
as:
perceived u
s
efulne
ss, pe
rceived e
a
se
of use
an
d
behavior i
n
tention
s
, whi
c
h are the m
a
in
comp
one
nts
of the TAM, that influence
s
the us
e
r
s’ perception a
n
d
behavior to u
s
e a tech
nolo
g
y-
based sy
ste
m
[13-14], [16-17]. Additio
nal perceiv
e
d
security and
trust are add
ed to examin
e the
positive
beh
a
v
ior of u
s
in
g
ban
king
tech
nology. Fig
u
re 1
Revi
sed
Tech
nolo
g
y A
c
ceptan
ce
M
odel
illustrate
s the
relation
ship
s betwee
n
beh
aviora
l issu
es related to the
technol
ogy u
s
e.
Pe
r
c
e
i
v
e
d
U
s
ef
u
l
ne
ss
Pe
r
c
e
i
v
e
d
Se
c
u
r
i
t
y
P
e
r
c
e
i
ve
d
E
a
se
of
U
s
e
B
e
ha
v
i
or
al
In
te
n
t
i
o
n
s
Tr
u
s
t
H3
H2
H4
H5
H6
H1
H7
A
c
tu
a
l
U
s
e
H8
Figure 1. Rev
i
sed Te
ch
nol
ogy Acce
ptan
ce Mod
e
l (a
d
apted from [1
4])
Figure 1
abo
ve take
s the
perceived
se
curity i
s
a
s
im
portant
as th
e pe
rceived u
s
efuln
e
ss
and
perceive
d
ea
se
of u
s
e
,
from the
ori
g
inal
T
e
chnol
ogy Accepta
n
c
e M
odel.
Th
ree
of them
a
r
e
con
s
id
ere
d
a
s
imp
o
rta
n
t in
depe
ndent
variable
s
to
the
Tru
s
t. Percei
ved ea
se
of
use
lin
ks to t
h
e
perceived
usefulness i
s
still maintained as in t
he
original model. Inserting the Trust in
the
ban
king in
du
strie
s
is im
p
o
rtant to det
ermin
e
the b
ehavioral int
ention
s
to use ATM, and
the
results can b
e
seen in the
variable Actu
al Use. A
ll ind
i
cators to the variable
s
ab
o
v
e are sh
own
in
the Table 1 In
dicato
r Varia
b
les
with Tru
s
t.
Table 1. Indicator Varia
b
le
s with Trust
Variable Indicator
Description
Usefulness [15]
Speed
Accessing bank services quickly
Efficiency
More efficient time and e
x
pense
without visit
i
ng bank directly
Effectiveness
Improve the effe
ctiveness doing
bank transactions.
Financial
ATM services useful for
the nee
d
s
of the financial/banking.
Securit
y
[17-
18]
Accur
a
cy
Compan
y (b
ank)
appl
y
t
he r
u
les of good
security eno
ugh to
pro
t
ect
customers w
h
ile
using ATM.
Identit
y
Verification
ATM machines
have the abilit
y
t
o
verif
y
th
e user's identity
for securit
y
purposes.
Securit
y
Suppo
rt
Compan
y (bank)
w
h
e
n
providing
an ATM, equip
ped
w
i
th the securit
y
support to each t
r
ansaction at the
ATM
Satisfaction
Customers feel safe
doing electro
n
ic payments
w
i
t
h
ATM
Ease of Use [15]
Usability
Easy
t
o
ope
rate,
interaction and a
ccess to the ATM machine
Existence
ATMs can be fou
nd an
ywhere
out
side of the city
.
Trust [19-
20]; [16
]
Advisability
Credible, the
b
ank keeping pr
omis
es of each commitment in
the
provision of ATM.
Behavioral
Intention [21]
Utilization
Customer
w
ill use ATM for t
r
ansa
c
tion banking.
Actual Use [20]
Intensit
y
of Use
Ho
w
fre
quentl
y
u
s
ers utiliz
ing ATM services.
Evaluation Warning : The document was created with Spire.PDF for Python.
TELKOM
NIKA
ISSN:
1693-6
930
Exam
ining th
e Secu
rity Issues of Autom
a
ted Telle
r Machi
ne Based
on Re
vised
…
(Aida Fitria
ni)
1523
In orde
r to acquire a
c
cu
rat
e
inputs, the
pape
r ado
pts the questio
n
naire d
e
si
gn
with the
Like
rt scale that comp
ri
se
d of 7 scal
e
s,
rangi
n
g
from
totally disagrees to totally agre
e
.
Figure 1 su
m
m
ari
z
e
s
the formul
ation of the
hypothe
si
s into eight h
y
potheses
(H1 to H8
)
as
follows
:
H1: there i
s
a
positive and
signifi
cant rel
a
tions
hip bet
wee
n
perceiv
ed ea
se of use and pe
rceived
useful
ne
ss.
H2: there i
s
a
positive and
signifi
cant rel
a
ti
onship bet
wee
n
perceiv
ed usefulne
ss and trust
H3: there i
s
a
positive and
signifi
cant rel
a
ti
onship bet
wee
n
perceiv
ed se
cu
rity and trust.
H4: there i
s
a
positive and
signifi
cant rel
a
tions
hip bet
wee
n
perceiv
ed ea
se of use and tru
s
t.
H5: perceive
d
useful
ne
ss
will give a po
sitive and si
g
n
ificant impa
ct on the beha
vioral intentio
n.
H6: perceive
d
ease of use
will give a po
sitive and
si
g
n
ificant impa
ct on the beha
vioral intentio
n.
H7: tru
s
t will drive a po
sitive and si
gnific
ant impact on
the behavioral intention.
H8: beh
avioral intention wi
ll drive a signi
fi
cant and p
o
s
itive impact
on the actu
al use.
Table 2. De
m
ogra
phi
cs
Re
spo
nde
nts
Catego
r
y
Freque
nc
y
Percentage
Age
<20 9
6.9
20-25
120
91.6
>25 2
1.5
Gende
r
Male 70
53.4
Female
61
46.6
Education
High School
32
24.4
Diploma 39
29.8
Bachelor 52
39.7
Master 5
3.8
Doctoral 3
2.3
Using ATM
Y
e
s
131
100.0
No 0
0.0
The dur
ation of
ATM use
<1 y
ear
11
8.4
1-2 years
36
27.5
2-5 years
68
51.9
5-10 years
16
12.2
Have a bank account
Y
e
s
131
100.0
No 0
0.0
3. Rese
arch
Metho
d
The
d
a
ta coll
ection
wa
s p
e
rform
ed usi
ng
an
onli
n
e
que
stionn
aires
su
rvey m
e
thod by
usin
g Goo
g
le
forms, and
distrib
u
ted ra
ndomly to
se
veral custom
ers
of the leading b
a
n
ks
in
Indonesia, such as: BNI, BCA, Mandiri
, BRI, B
II, M
ega Bank, and others. The data collecti
o
n
wa
s
con
d
u
c
ted from M
a
rch to
Ap
ril 2
015,
with tot
a
l qu
estio
nna
ires received
146
out
of
15
0
distrib
u
ted. F
r
om the total
146 que
stio
nnaires,
the
52s of them
were
colle
ct
ed from onli
n
e
survey an
d 9
4
s came from
direct survey
. Va
lidation had made to those 146 qu
e
s
tionn
aire
s, a
nd
131s of them
were valid f
o
r further analysis.
Table
2 Dem
o
graphic
Re
spondents illustrates a
detail d
e
scrip
tion of th
e
re
spo
nde
nts
b
a
se
d o
n
d
e
m
ographi
c
cl
assificatio
n
.
The
ran
g
e
of
the
respon
dent
s’ age is bet
we
en 20-25 yea
r
s. It compri
ses of: 53.4% male and 4
6
.6% female, with
latest edu
cati
on are 3
9
.7%
diploma, 39.
7% unde
rg
ra
duate, 3.8% maste
r
, and
2.3% docto
ral
.
All
respon
dent
s have bee
n in
volved with the ATM
acce
ss for 2-5 years in avera
ge.
4. Results a
nd Analy
s
is
Bas
e
d on the SEM-
P
LS
c
a
lc
ulation, the
C
o
mpos
ite Reliability (C
R) > 0.7, and A
v
er
age
Variance Extracted
(AVE>0.5), and l
o
ading fact
ors
> 0.70. It can be co
ncl
uded all paramet
ers
compli
ed
with crite
r
io
n [2
2-23], an
d e
a
ch
co
nstruc
t
fits with di
scrimina
nt validity [23]. Table 3
sho
w
s the rel
a
tionship bet
wee
n
perceiv
ed ea
se of
use and tru
s
t are positive
wit
h
the significant
value of
β
=0
.309 (t-valu
e
=
2.28
9; p <0.05). Mea
n
w
h
ile, the re
lation betwe
en the pe
rce
i
ved
useful
ne
ss a
nd beh
aviora
l intention
is
signifi
cant an
d positive wit
h
β
=0.1
91 (t-value=2.145;
p
<0.05
)
, but unfortunately
wa
s not
stati
s
tically stron
g
and sig
n
ificant influence
with trust. Lastly
behavio
ral i
n
tention h
ad
a po
sitive a
nd
signi
fi
cant
influen
ce
o
n
a
c
tual
use
i.e.
β
=0.
2
83
(t
-
value=3.180;
p <0.05
)
.
Evaluation Warning : The document was created with Spire.PDF for Python.
ISSN: 16
93-6
930
TELKOM
NIKA
Vol. 14, No. 4, Dece
mb
er 201
6 : 1521 – 152
6
1524
All variables
except the actual use proportiona
lly
expl
ain the feasi
b
ilit
y of the model with
30.9%
on pe
rceived useful
ness,
43.3%
on tru
s
t, an
d
43.9% on
be
havioral
inten
t
ion. In additi
on,
there a
r
e 2
(two
) varia
b
l
e
s that ha
s
no po
sitive
effect and no
stron
g
rel
a
tionship which
is
perceived u
s
efulne
ss to trust formatio
n
,
with a value of
β
=0.004 (t-value=0.420
). Similarly, the
influen
ce bet
wee
n
tru
s
t on be
havioral intention
wa
s rej
e
cte
d
with value
of
β
=
0
.1
03 (
t
-
value=0.822
).
Pe
r
c
e
i
v
e
d
Us
ef
u
l
ne
s
s
Pe
r
c
e
i
v
e
d
Se
cu
r
i
t
y
Pe
r
c
e
i
v
e
d
E
a
s
e
of
U
s
e
B
e
ha
vi
or
al
In
te
n
t
i
o
n
s
Tr
ust
0.
4
1
1
0.
0
4
4
0.
3
0
9
0.
1
9
1
0.
4
7
1
0.
5
5
6
0.
1
0
3
A
c
tu
a
l
U
se
0.
2
8
3
Figure 2. Re
sults of the Study
Table 3. Re
sults of Re
sea
r
ch M
odel Te
sting
H
y
potesis Path
coeff.
t-value
p-value
Result
H1
Perceived Ease of Use
→
Percei
ved Usefulness
0.556**
6.259
0.000
Accepted
H2 Perceived
Usefulness
→
Trust
0.044
0.420
0.674
Rejected
H3 Perceived
Securit
y
→
Trust
0.411*
2.208
0.028
Accepted
H4
Perceived Ease of Use
→
T
r
ust
0.309*
2.289
0.023
Accepted
H5 Perceived
Usefulness
→
Behavioral Intention
0.191*
2.145
0.032
Accepted
H6
Perceived Ease of Use
→
Behav
ioral Intention
0.471**
4.553
0.000
Accepted
H7 Trust
→
Beh
a
vioral Intention
0.103
0.822
0.411
Rejected
H8 Behavioral
Intent
ion
→
Actual Use
0
.283**
3
.180
0.001
Acce
p
ted
Note: * p < .05; *
*
p < .001
There are int
e
re
sting findi
ngs from the
Tabl
e 3 a
b
o
v
e, where H2
and H7 are
reje
cted
from the hyp
o
theses. H2 infers that alt
houg
h
major cu
stome
r
s
p
e
r
ceive
the u
s
efulne
ss of ATM,
but they still do not devel
o
p
suffi
ci
ent trust on the AT
M. The se
cu
ri
ty issue
s
a
r
o
und ATM a
r
e
still
the majo
r
co
nce
r
n
s
fo
r th
em. Many fa
ctors m
a
y
inv
o
lve contrib
u
ting the
s
e i
ssues such a
s
:
the
se
curity arou
nd the ATM a
r
ea [13], loop
-hole
s
of
security measures
[6],
awaren
ess of cu
sto
m
er
servi
c
e
s
[17], awarene
ss o
f
custom
er [4], etc.
H
2
ad
dr
es
ses
th
e
imp
o
r
t
an
c
e
o
f
(
B
an
k) p
o
lic
y m
a
ker to develo
p
a
ppro
p
ri
ate st
rategy to
the perceive
d
usefuln
e
ss of the
cust
o
m
er
s relat
e
d
t
o
A
T
M,
t
o
c
r
eate trus
t levels
. It c
an be
unde
rsto
od, sin
c
e many
of Indone
sia
n
cu
stome
r
s
are quite
worried with b
a
n
k
ing te
chnol
o
g
y,
su
ch a
s
inte
rnet ban
king,
e-paym
ent, etc. They
may
get benefit
s o
f
the technol
o
g
y; howeve
r
, on
the othe
r h
a
n
d
, they are re
luctant to
tru
s
t the
technolo
g
y. External f
a
ct
ors
su
ch
a
s
: gove
r
nm
en
t
regul
ation, weak l
a
w
enfo
r
ceme
nt, slo
w
re
spo
n
se
de
aling
with fra
ud, etc., may
contri
bute to t
h
e
trus
t fac
t
or [10-13].
H7 infe
rs tha
t
although th
e cu
stome
r
s
do not
have
sufficie
n
t trust, they still show hi
g
h
intention to
use the AT
M. ATM is p
e
rceived
al
re
ady as b
a
si
c need
s for
major Ind
one
sian
cu
stome
r
s. T
h
is fin
d
ing i
s
quite inte
re
sting, si
n
c
e
it seem
s co
ntradict
s with
th
e
ori
g
inal TA
M
Evaluation Warning : The document was created with Spire.PDF for Python.
TELKOM
NIKA
ISSN:
1693-6
930
Exam
ining th
e Secu
rity Issues of Autom
a
ted Telle
r Machi
ne Based
on Re
vised
…
(Aida Fitria
ni)
1525
assumptio
n
[15], whe
r
e th
e usefulne
ss has di
re
ct i
m
pact to the
behavio
ral i
n
tention, ho
wever
with the
missi
ng tru
s
t fa
cto
r
. The
tru
s
t fa
ctor is
co
nsi
d
ered
a
s
a
n
i
r
ony pa
rt of b
ehavior intent
ion
to use
ATM. It infers that m
any issue
s
re
lated
to ATM
or oth
e
r
ele
c
troni
c b
a
sed
secu
rity ha
s yet
taken
seri
ou
sly by the banks a
nd la
w en
force
m
ent [7].
The
other fin
d
ing
s
comply
with th
e hyp
o
t
heses such
as:
(H1) pe
rceived
ea
se
of ATM
use has di
rect links to the
perceiv
ed usefulness [24].
It infers the
more familiari
ty of customers
with the
ATM
will
guide
th
em to u
s
e
A
T
M mo
re f
r
e
quently; (H3
)
perceive
d
secu
rity ha
s di
rect
links
to trus
t;
(H4) is
s
i
milar to
(H3
)
, stat
es that th
e p
e
rceived
ea
se of u
s
e h
a
s
dire
ct lin
ks to
the
trust; (H5) pe
rceive
d usefu
l
ness ha
s direct links
to the behavio
ral i
n
tention; (H6) perceived ea
se
of ATM use
has
dire
ct lin
ks to th
e (AT
M
) be
havio
ra
l intention, a
nd (H8
)
the (ATM) be
havi
o
ral
intention ha
s
delivere
d
be
n
e
fits for (AT
M
) a
c
tual
u
s
e. The stu
d
y sho
w
s that p
e
rceived
se
curity
and trust i
s
the mo
st i
m
porta
nt issues nee
d
to
be ta
ken
b
y
ban
king i
n
stitution an
d
law
enforcem
ent in orde
r to deli
v
er highe
r
lev
e
l of usefuln
e
ss a
nd ea
se
of use.
4. Conclusio
n
This study propo
se
s
a rev
i
sed
Te
chn
o
l
ogy
Ac
c
e
p
t
an
c
e
Mo
de
l (TAM)
th
a
t
ad
ap
ts
w
i
th
the need
s of the ban
king
custome
r
s su
ch as pe
rc
eived se
curity an
d trust. The model comp
ri
se
s
of: perceived
useful
ne
ss,
and
perceiv
ed ea
se
of
use,
with a
d
ditional va
ria
b
les: p
e
rceiv
ed
se
curity
and
trust
to inve
sti
gate the
conti
nuation
of
pe
rce
p
tion
an
d t
he im
pa
ct tha
t
may o
c
cur o
n
the use of A
T
M se
rvice
s
.
The
st
udy shows the
rel
a
tionship
s
be
tween (H1) p
e
rceived
e
a
se
of
use of ATM to the perceiv
ed usefulne
ss; however
, the (H2) pe
rceived useful
n
e
ss of ATM does
not link
with the trus
t iss
u
es
fo
r the cu
stomers. It infe
rs that
cu
sto
m
ers may not trust the AT
M
,
but they
still use it; T
he
(H3) perceived security of
the
ATM contributes to the t
r
ust of custom
ers;
The
(H4)
pe
rceive
d e
a
se
of use h
a
s dire
ct
lin
ks with
creatin
g tru
s
t. The
(H5)
pe
rcei
ved
useful
ne
ss h
a
s di
re
ct imp
a
ct to the cre
a
ting beh
av
io
ral intentio
n; however, the
(H7
)
tru
s
t factor
doe
s not
correlate with th
e
behavio
ral i
n
tention.
It infers
reg
a
rdl
e
ss
of tru
s
t issue
s
, custom
ers
will still use the ATM; the (H8)
cu
stome
r
behav
ioral in
tention determines the u
s
e of ATM.
The stu
d
y co
nclu
de
s that the facto
r
of trust
and
se
cu
rity in the use
of ATM are i
m
porta
nt
element
s whi
c
h sh
ould b
e
maintained
and enh
an
ce
d by the banks in orde
r to maintain the
contin
uity technolo
g
y based financi
a
l servi
c
e
s
.
Th
erefo
r
e, ban
ks in Indone
si
a must devel
op
st
ron
g
r
e
lat
i
o
n
shi
p
s
wit
h
t
heir
cu
st
ome
r
s t
h
r
oug
h ma
intaining te
ch
nologi
cal i
n
n
o
vation, improve
system
perfo
rmance, in
cre
a
sin
g
the
spe
ed of ba
nki
n
g
se
rvice
s
, an
d enh
an
cing
se
curity to m
e
e
t
with the
cu
st
omers n
eed
s.
Bank
s
can
al
so
contin
ue t
o
maintai
n
an
d incre
a
se cu
stome
r
tru
s
t i
n
orde
r to co
ntinue u
s
ing ba
nkin
g se
rvice
s
thro
u
gh im
provem
ents
and devel
o
p
ment of feature
s
and techni
cal
attributes of
the services [25].
Developing effective
proje
c
t man
ageme
n
t is a
l
so
anothe
r facto
r
that sho
u
ld get seri
ou
s attenti
on wh
en
dealin
g with the se
cu
rity issue
s
[26].
Our
re
com
m
endatio
n for
future
re
sea
r
ch in
this do
main i
s
to a
nalyze th
e
correlation
betwe
en pe
rceived se
cu
rity and trust o
n
use
r
s’
a
c
ce
ptance of e-p
a
yment
syste
m
in Indone
si
a.
Then, these finding
s encoura
ge ne
ed
s of further
resea
r
ch to explore exi
s
ting model
s with
addition
al variable
s
in o
r
de
r to be
com
e
more
po
werf
ul and valid
such
as
cu
sto
m
er
satisfa
c
ti
on
and loyalty.
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itive Mo
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93-6
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