Factors Influencing the Acceptance and Utilization of Information Technology Supporting Customer Service by Loan Officers at Government Housing Bank

Abstract

This study aims to investigate the factors influencing the acceptance and utilization of information technology supporting customer service among loan officers at the Government Housing Bank and to provide insights that could serve as guidelines for the development of technology used to support the bank's operations. The research adopts a survey research approach, with data collected from 278 respondents through questionnaires. The collected data were then processed using statistical software for analysis. The findings of the demographic analysis indicated a significant difference in the average acceptance and usage of the Marketing Compute system between genders. Specifically, males demonstrated a higher level of acceptance and usage of the Marketing Compute system compared to females. Motivational factors associated with recognizing work achievements, a sense of job responsibility, the internal organizational environment, perceived benefits, and ease of system use were identified as having a positive influence on the acceptance and utilization of the Marketing Compute system.