The Extent of the Users' Acceptance and the Use Behaviour in the Use of Master List Online

135 Pages·2017·4.72 MB·English

by  Fitri Fitri Yustina

The Extent of the Users’ Acceptance and
the Use Behaviour in the Use of Master

List Online System in BKPM, Indonesia

(Case Study)

(Fitri Yustina/4423151)
The Extent of the Users’ Acceptance
and the Use Behaviour in the Use of
Master List Online System in BKPM,
Indonesia (Case Study)

Master thesis submitted to Delft University of Technology
in partial fulfilment of the requirements for the degree of
MASTER OF SCIENCE

in Management of Technology
Faculty of Technology, Policy and Management
by
Fitri Yustina
Student number: 4423151

th
To be defended in public on February 17 2017

Graduation committee
Chairperson : Prof. dr. F.M. (Frances) Brazier, Section Systems Engineering and
Simulation
First Supervisor : Dr. M.V. (Virginia) Dignum, Section ICT
Second Supervisor : Dr. S.G. (Stephan) Lukosch, Section Systems Engineering and
Simulation

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ACKNOWLEDGMENT

Thanks to ALLAH SWT for giving me capability and strength to finish this graduation
project report (thesis).
I also appreciate the kind support and guidance of the Graduation Committee:
Prof. dr. F.M. (Frances) Brazier as the Chairman,
Dr. M.V. (Virginia) Dignum as the First Supervisor, and
Dr. S.G. (Stephan) Lukosch as the Second Supervisor.
Not to mention, I am also extremely thankful to SPIRIT-Bappenas, fellows, and friends
for their support in one way or another, either financially, morally, and physically.
In the end, I would like to express my gratitude towards my family for the endless love
and encouragement in every dua that they pray for me.

Delft, February 1st 2017

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ABSTRACT

Nowadays, investment holds an important role in Indonesia since the investors are facilitated by the
Indonesian government to invest in various sectors. On top of everything, Indonesia has a lot of
natural and human resources that encourages the Indonesian government to promote investment in
front of foreign and domestic investors to boost economic matters. Over and above, Indonesian
government through finance minister regulation empowers the investors by offering import duty
facilities for machinery and raw material production (master list) to attract the investors to invest in
Indonesia. For the sake of attracting investors, Indonesia Investment Coordinating Board (Badan
Koordinasi Penanaman Modal – BKPM in Bahasa Indonesia) as the official agency for investment in
the territory of the Republic of Indonesia is responsible for administering the investors by remarkable
services. One of the services provided by BKPM is Master List Online System to process approval of
master list. This innovation has been implemented and used by employees of BKPM and investors
since June 2015. Offering 24 hours and 7 days of access, the system is expected to help the users.
Along with this line, this study scrutinizes users’ acceptance and behaviour in the use of this system
according to Task-Technology Fit (TTF), trust, usability, and Unified Theory of Acceptance and Use
of Technology (UTAUT) by spreading questionnaires to the employees of BKPM and investors. Not
to mention, the results of this research attest to what degree the effort expectancy and trust in public
e-service affect the behavioural intention, then behavioural intention and usability of the system
influenced the users' acceptance and the use behaviour. Once and for all, this study can be used as
the evaluation and inputs for BKPM.
Keywords: Investment, Master List Online System, Users’ Acceptance, Use Behaviour

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EXECUTIVE SUMMARY

Indonesia Investment Coordinating Board (BKPM – Baden Koordinasi Penanaman Modal in Bahasa
Indonesia), is the official of investment institution of the Republic of Indonesia (“BKPM - Badan
Koordinasi Penanaman Modal,” n.d.). BKPM as a main connection among investors and the
government is delegated to rise both domestic and foreign investments by establishing excellent
services. One of the activities is providing Master List Online System, a system used to process
import duty facilities.
Master list is a term used by BKPM and investors of a company to refer a list of import types of
machinery or raw material that its import duty facilities or tax exemption approved by BKPM in
Indonesia (BKPM, 2015). To process the master list, both the investors and the employees of
BKPM in Directorate for Investment Facility Services use Master List Online System. Therefore, it is
quite interesting to find the users’ acceptance and the use behaviour of the system.
Considering users’ acceptance and the use behaviour of Master List Online System, this study
presents the users’ acceptance and the use behaviour from the users’ perspective based on a model
that combines several theories from UTAUT, TTF, trust, and usability. However, the model of this
study does not use any moderator variables. From the model, there are ten hypotheses generated to
be tested in this research.
In addition, this study is an empirical research. Using a hundred questionnaires as the instrument for
conducting survey, the responses from those questionnaires were processed using SmartPLS and
SUS (System Usability Scale). From the results of SmartPLS, we can see the correlations among
the variables based on the model and hypotheses. Moreover, the author conducted some interviews
as well. This interview is aimed to get inputs from the users toward Master List Online System.
Finally, this study found that the users’ acceptance and the use behaviour of Master List Online
System are affected by several factors directly and indirectly as follows: the ease of use of Master
List Online System, the usability of the system for the users such as the benefits and the satisfaction
expected by the users from Master List Online System, the trust from the users toward Master List
Online System and BKPM as the institution managing the system, and as well as the intention from
the users to use Master List Online System.
The insinuation of this research is the possibility that this study can give some suggestions for BKPM
as the government institution that manages the Master List Online System to improve the service
quality and reduce the effort in the use of Master List Online System by evaluating the services as
well as generating some improvements.
Lastly, the author suggests to distinguish the respondents between the employees of BKPM and the
investors for further research. The author also recommends to use some moderators such as
gender, age, and experience in the research model.

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Table of Contents
ABSTRACT ......................................................................................................................................... iii
EXECUTIVE SUMMARY .................................................................................................................... iv
CHAPTER ONE ................................................................................................................................... 1
1.1 Introduction to the Research ............................................................................................... 1
1.2 Research Objective and Contribution ................................................................................. 3
1.2.1 Research Objective ..................................................................................................... 3
1.2.2 Research Contribution ................................................................................................ 4
1.3 Research Question ............................................................................................................. 4
1.4 Research Scope ................................................................................................................. 5
1.5 Research Approach ............................................................................................................ 5
1.6 Research Structure ............................................................................................................. 7
CHAPTER TWO ................................................................................................................................ 10
2.1 BKPM Overview ................................................................................................................ 10
2.2 Investor ............................................................................................................................. 12
2.3 Master List Online System ................................................................................................ 13
CHAPTER THREE ............................................................................................................................. 17
3.1 Adoption Theory ................................................................................................................ 17
3.2 Technology Acceptance Model ......................................................................................... 19
3.3 Unified Theory of Acceptance and Use of Technology (UTAUT) ...................................... 20
3.4 Task-Technology Fit ......................................................................................................... 22
3.5 Trust .................................................................................................................................. 24
3.6 Usability ............................................................................................................................ 25
3.7 Application of Theory Model.............................................................................................. 26
3.7.1 Application of UTAUT in e-government ..................................................................... 26
3.7.2 Application of UTAUT and TTF in Mobile Business System ..................................... 27
3.7.3 Application of Trust Transfer in Public Services ........................................................ 28
3.7.4 Application of TTF, UTAUT, and ITM in Mobile Banking (mBanking) ........................ 30
3.7.5 Comparison of the Application between the Model ................................................... 31
3.8 Research Category ........................................................................................................... 33
3.8.1 Quantitative Method .................................................................................................. 33
3.8.1.1 Structural Equation Modelling (SEM) ........................................................................ 34
3.8.1.2 Partial Least Square (PLS) ....................................................................................... 36
3.8.1.3 Outer Model .............................................................................................................. 36
3.8.1.4 Inner Model ............................................................................................................... 38
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3.8.2 Qualitative Method .................................................................................................... 38
3.8.3 Comparison between Quantitative and Qualitative Method ...................................... 38
CHAPTER FOUR ............................................................................................................................... 40
4.1 Research Concept and Variable ....................................................................................... 40
4.2 Research Model ................................................................................................................ 41
4.3 Hypotheses ....................................................................................................................... 42
CHAPTER FIVE ................................................................................................................................. 45
5.1 Data Collection Method ..................................................................................................... 45
5.2 Questionnaire Design ....................................................................................................... 45
5.3 Population and Sample ..................................................................................................... 46
5.4 Research Variable ............................................................................................................ 46
5.5 Research Instrument ......................................................................................................... 48
5.6 Technique of Data Analysis .............................................................................................. 48
5.6.1 Outer Model or Measurement Model Evaluation ....................................................... 49
5.6.2 Inner Model or Structural Model Evaluation .............................................................. 49
5.6.3 Hypothesis Testing ................................................................................................... 49
5.6.4 System Usability Scale.............................................................................................. 49
CHAPTER SIX ................................................................................................................................... 50
6.1 Demographics of the Respondents ................................................................................... 50
6.1.1 Gender ...................................................................................................................... 51
6.1.2 Age ........................................................................................................................... 51
6.1.3 Education Level ........................................................................................................ 52
6.1.4 Working Experience .................................................................................................. 52
6.1.5 Relationship with the Company ................................................................................. 53
6.2 Data and Path Diagram .................................................................................................... 55
6.2.1 Data Verification ........................................................................................................ 55
6.2.2 Path Diagram Formation ........................................................................................... 55
6.3 Research Model Analysis.................................................................................................. 56
6.3.1 Outer (Measurement) Model Evaluation ................................................................... 57
6.3.2 Inner (Structural) Model Evaluation ........................................................................... 64
6.3.3 Hypothesis Testing ................................................................................................... 67
6.3.4 System Usability Scale.............................................................................................. 70
6.4 Interpretation of Final Model ............................................................................................. 71
6.5 Research Implication ........................................................................................................ 75
6.5.1 Theoretical ................................................................................................................ 75
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6.5.2 Practical .................................................................................................................... 76
CHAPTER SEVEN ............................................................................................................................. 79
REFERENCE ..................................................................................................................................... 83
APPENDIX 1 ...................................................................................................................................... 89
APPENDIX 2 .................................................................................................................................... 105
APPENDIX 3 .................................................................................................................................... 122

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Figures
Figure 1. Research Approach ............................................................................................................. 7
Figure 2. Organizational Structure of BKPM (BKPM, 2016) .............................................................. 12
Figure 3. Regulation of Online System in BKPM (BKPM, 2015) ....................................................... 14
Figure 4. Display of Master List Online System for Employees of BKPM.......................................... 14
Figure 5. Display of Master List Online System for Investors ............................................................ 15
Figure 6. Procedure to Apply Import Duty Facilities (Master List) (BKPM, 2015) .............................. 16
Figure 7. Technology Acceptance Model (Davis, 1989) .................................................................... 20
Figure 8. Unified Theory of Acceptance and Use of Technology (UTAUT) Model (Venkatesh et al.,
2003) ................................................................................................................................................. 21
Figure 9. Task-Technology Fit Model (Goodhue & Thompson, 1995) .............................................. 22
Figure 10. Research Framework of UTAUT: e-government based on Behavioural Intention (Taiwo,
Downe, and Loke, 2014) ................................................................................................................... 27
Figure 11. Research Framework of TTF and Adoption Behaviour Combination in Mobile Business
System (Lee et al., 2007) .................................................................................................................. 28
Figure 12. Research Model of Trust Transfer in the Usage Continuance of Public e-service
(Belanche et al., 2014) ...................................................................................................................... 29
Figure 13. Research Framework about mBanking Adoption from UTAUT, TTF and Trust Model
(Oliveira et al., 2014) ......................................................................................................................... 30
Figure 14. SEM Flowchart (Kline, 2011) ........................................................................................... 35
Figure 15. Theoretical Framework .................................................................................................... 42
Figure 16. Diagram of Respondents Based on the Gender .............................................................. 51
Figure 17. Histogram of Respondents' Age ...................................................................................... 52
Figure 18. Diagram of Respondents' Education Level ...................................................................... 52
Figure 19. Diagram of Respondents' Working Experience ................................................................ 53
Figure 20. Diagram of Respondents' Relationship with the Company .............................................. 54
Figure 21. Path Diagram of Research Model with 51 Indicators ....................................................... 56
Figure 22. Path Diagram of Research Model with 46 Indicators ....................................................... 60
Figure 23. Interpretation of Final Model ............................................................................................ 71
Figure 24. Login Display for Investor ................................................................................................ 90
Figure 25. Login Page for Employees of BKPM ................................................................................ 90
Figure 26. Display for Investors: History and Status of the Master List Application .......................... 91
Figure 27. Display for Investors: Documents Required for Applying Master List ............................... 92
Figure 28. Display for Investors: Adding and Changing Master List ................................................. 93
Figure 29. Display for Investors: Adding and Changing Master list (2) ............................................. 94
Figure 30. Display for Investors: Adding and Changing Master List (3) ............................................ 95
Figure 31. Display for Employees of BKPM: FO of Directorate for Investment Facility Services ...... 96
Figure 32. Display for Employees of BKPM: FO of Directorate for Investment Facility Services (2) . 96
Figure 33. Display for Employees of BKPM: Section Head of Directorate for Investment Facility
Services ............................................................................................................................................ 97
Figure 34. Display for Employees of BKPM: Section Head of Directorate for Investment Facility
Services in Verifying Document Requirement ................................................................................... 97
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Figure 35. Display for Employees of BKPM: Section Head of Directorate for Investment Facility
Services in Verifying Master List ....................................................................................................... 98
Figure 36. Display for Employees of BKPM: Staff of Directorate for Investment Facility Services .... 98
Figure 37. Display for Employees of BKPM: Staff of Directorate for Investment Facility Services in
Verifying Master List from Company ................................................................................................. 99
Figure 38. Display for Employees of BKPM: Staff of Directorate Facility Services in Verifying
Document Requirements .................................................................................................................. 99
Figure 39. Display for Employees of BKPM: Staff of Directorate Facility Services in Verifying
Document Requirements (2) ........................................................................................................... 100
Figure 40. Display for Employees of BKPM: Staff of Directorate Facility Services in Delivering
Comments to Company .................................................................................................................. 100
Figure 41. Display for Employees of BKPM: Staff of Directorate Facility Services in Verifying Master
List .................................................................................................................................................. 101
Figure 42. Display for Employees of BKPM: Staff of Directorate Facility Services in Filling Master List
........................................................................................................................................................ 102
Figure 43. Excel Format for Master List .......................................................................................... 103
Figure 44. Excel Format for Unit Measurement .............................................................................. 103
Figure 45. Excel Format for Country Codes .................................................................................... 104
Figure 46. Excel Format for Ports in Indonesia ............................................................................... 104

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