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"Untuk menjawab kebutuhan masyarakat akan layanan transfer dana yang efisien dan cepat di era digital, Bank Indonesia mengembangkan Bank Indonesia Fast Payment (BI-FAST). BI-FAST merupakan infrastruktur sistem pembayaran yang dapat memfasilitasi pembayaran ritel secara real-time, aman, efisien, dan tersedia setiap saat dengan menggunakan berbagai kanal dan instrumen pembayaran. BI-FAST menawarkan berbagai manfaat bagi masyarakat. Namun, sebagai infrastruktur baru, tentunya BI-FAST tidak lepas dari suatu risiko yang dapat timbul dalam penyelenggaraannya. Maka, pokok permasalahan yang dibahas dalam penelitian ini adalah bagaimana risiko yang dapat timbul dalam penyelenggaraan BI-FAST dan upaya pengendaliannya, serta bagaimana Bank Indonesia memberikan perlindungan bagi nasabah sebagai pengguna BI-FAST. Bentuk penelitian pada skripsi ini bersifat yuridis normatif dengan tipologi penelitian deskriptif yang didukung alat pengumpulan data berupa studi pustaka dan wawancara. Hasil penelitian ini memberikan kesimpulan bahwa: 1) Risiko yang berpotensi timbul meliputi risiko operasional berupa gangguan sistem BI-FAST di sisi Bank Indonesia maupun peserta, risiko terjadinya fraud, risiko pencucian uang dan pendanaan terorisme melalui BI-FAST, dan risiko peserta tidak dapat memproses transaksi nasabah. Bagi Bank Indonesia, terdapat risiko reputasi dan risiko hukum. Terhadap setiap risiko tersebut, telah dilakukan upaya pengendalian yang memadai; 2) Bank Indonesia memberikan perlindungan kepada nasabah melalui perannya sebagai regulator dan pengawas. Sebagai regulator, Bank Indonesia menerbitkan PBI Perlindungan Konsumen Bank Indonesia, PBI Sistem Pembayaran, PBI Penyelenggara Infrastruktur, dan PADG BI-FAST yang mengikat penyelenggaraan BI-FAST. Bank Indonesia juga berwenang menjatuhkan sanksi administratif atas pelanggaran peraturan tersebut. Sebagai pengawas, Bank Indonesia melakukan pengawasan berbasis risiko dan berbasis market conduct terhadap peserta, serta pemantauan kepatuhan peserta terhadap ketentuan PADG BI-FAST secara offsite dan onsite. Di samping itu, Bank Indonesia juga melakukan pemantauan terhadap infrastruktur BI-FAST itu sendiri.

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To answer the public's need for an efficient and fast fund transfer services in the digital era, Bank Indonesia developed Bank Indonesia Fast Payment (BI-FAST). BI-FAST is a payment system infrastructure that can facilitate real-time, safe, efficient, and continuously available retail payments using various payment channels and instruments. BI-FAST offers various benefits to society. However, as a new infrastructure, of course, BI-FAST certainly cannot be separated from risks that may arise in its implementation. Thus, the main issues discussed in this study are how are the risks that may arise in the implementation of BI-FAST and the control measures which are taken, as well as how Bank Indonesia provides protection for customers as BI-FAST users. The research method in this thesis is normative juridical with a descriptive research typology supported by data collection tools in the form of literature studies and interviews. The results of this study conclude that: 1) Risks that may arise include operational risks in the form of disruptions to the BI-FAST system on the side of Bank Indonesia and participants, fraud risks, risk of money laundering and terrorism financing through BI-FAST, and risk of participants not being able to process customer transactions. As for Bank Indonesia, there are reputational risks and legal risks. For each of these risks, adequate control measures have been taken; 2) Bank Indonesia provides protection to customers through it’s role as a regulator and supervisor. As a regulator, Bank Indonesia issues Bank Indonesia Regulation on Consumer Protection, Bank Indonesia Regulation on Payment System, Bank Indonesia Regulation on Payment System Infrastructure Operator, and Board of Governors Regulation on BI-FAST which are the basis for BI-FAST operation. Bank Indonesia also imposed administrative sanctions for violations towards those regulations. As a supervisor, Bank Indonesia carries out risk-based and market conduct-based supervision towards participants, as well as monitoring the compliance of participants through offsite and onsite supervision. In addition, Bank Indonesia also monitors the BI-FAST infrastructure itself."

"Penelitian ini menganalisis kewenangan Bank Indonesia sebagai otoritas sistem pembayaran dalam pengembangan cek berbasis elektronik. Penelitian ini menggunakan metode doktrinal dengan mengkaji pengaturan dan penggunaan cek dalam sistem pembayaran di Indonesia serta peran Bank Indonesia dalam pengembangan instrumen pembayaran tersebut. Hasil penelitian menunjukkan bahwa cek adalah instrumen pembayaran sah dengan perlindungan hukum yang diatur dalam berbagai regulasi. Namun, cek konvensional memiliki sejumlah kekurangan yang perlu diatasi. Bank Indonesia, sebagai otoritas strategis, berperan penting dalam pengembangan cek elektronik melalui penyediaan infrastruktur teknologi dan penerbitan regulasi yang memberikan kepastian hukum. Pengembangan cek berbasis elektronik dianggap sejalan dengan kebutuhan masyarakat modern yang menginginkan alat pembayaran lebih efisien, aman, dan cepat. Langkah ini tidak hanya mendukung transformasi digital dalam sistem pembayaran, tetapi juga memperkuat stabilitas ekonomi nasional. Peran aktif Bank Indonesia dalam mengembangkan cek elektronik diharapkan mampu menghadirkan solusi atas kelemahan cek konvensional sekaligus mendorong kemajuan sistem pembayaran nasional yang lebih adaptif terhadap perkembangan teknologi.

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This research examines Bank Indonesia's authority as the payment system management authority in developing electronic-based check payment instruments. Conducted using a doctrinal research method, the study focuses on two main aspects: the regulation and use of checks in Indonesia’s payment system and Bank Indonesia’s authority in advancing electronicbased checks. The findings reveal that checks are legal payment instruments within the national payment system, protected under relevant regulations. However, conventional checks possess several limitations that need to be addressed. Bank Indonesia, as the payment system authority, plays a crucial role in developing electronic-based checks to overcome these limitations. This involves building technological infrastructure and issuing regulations that ensure legal certainty in their implementation. The study also highlights that the development of electronic-based checks aligns with the evolving modern lifestyle and the public’s demand for payment instruments that are more efficient, secure, and fast. Bank Indonesia’s proactive efforts in promoting electronic checks and establishing the necessary regulatory framework are expected to enhance the national payment system while supporting economic stability. "

"Bank Indonesia dalam bidang sistem pembayaran telah menyediakan dua fasilitas yaitu Sistem Bank Indonesia Real Time Gross Settlement (BI-RTGS) dan Sistem Kliring Nasional Bank Indonesia (SKNBI). Dalam Peraturan Bank Indonesia untuk sistem tersebut harus memiliki suatu contigency plan untuk menjaga kesinambungan dan kelancaran pelaksanaan transfer dana. Bank XYZ dalam menjamin ketersedian sistemnya telah menyediakan sistem pembayaran cadangan di data center cadangan dan juga menerapkan proses replikasi sistem antara data center utama dan data center cadangan, akan tetapi permasalahan yang dihadapi adalah belum maksimalnya penggunaan sistem pembayaran di data center cadangan karena belum optimalnya penggunaan infrastruktur yang ada. Penelitian difokuskan kepada permasalahan teknologi dengan tujuan melakukan perancangan infrastruktur sistem pembayaran pada Bank XYZ untuk mendukung proses bisnis dan menyediakan sistem yang handal sehingga dapat mewujudkan strategi bisnis. Tahapan dalam penelitian ini mengacu kepada TOGAF yang dihasilkan oleh Kurniawan & Suhardi. Hasil penelitian ini adalah menyatukan proses bisnis BI-RTGS dan SKN Kredit dan merubah proses kerja manual ke otomasi dengan sistem. Untuk arsitektur aplikasi dilakukan penyederhanaan dari 5 sistem yaitu STPK, SmartInward, Passthrough, Connect Direct, dan KUMF menjadi 1 sistem yaitu Middleware Payment System. Untuk teknologi sudah membuat kedua data center menjadi aktif-aktif dengan memanfaatkan Domain Name System, load balancer, database konsolidasi, server virtual, message queue dan menambahkan jalur komunikasi ke Bank Indonesia.

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Bank Indonesia provides two facilities in the payment system. There are Bank Indonesia Real Time Gross Settlement (BI-RTGS) and Bank Indonesia National Clearance System (SKNBI). Bank Indonesia Regulation for such a system should have a contingency plan to maintain the continuity and reliablity of funds transfer operations. Bank XYZ in ensuring the availability of the system has been providing backup payment system in alternative data center and also replicating the proses between main and backup data center, but the problem we faced is that the payment system in backup data center had not maximal used because not optimal use of the existing infrastructure.

The research focused on technology issues with the aim of designing payment systems infrastructure at XYZ Bank to support business processes and provides a reliable system that can realize business strategies. Steps in this study refer to the TOGAF produced by Kurniawan & Suhardi.

Results of this research is to combine BI-RTGS and SKN Credit business process and change the manual work processes to automation system. For application architecture made simplification from 5 system there are STPK, SmartInward, Passthrough, Connect Direct, and KUMF into one system that is Middleware Payment System. Technology has made a both of data center into an active-active by using Domain Name System, load balancer, database consolidation, virtual server, message queue and add communication line to Bank Indonesia."

"Penelitian ini dilatarbelakangi oleh tantangan yang dihadapi oleh regulator dalam mengimplementasikan Supervisory Technology (Suptech) antara lain masalah teknikal, kualitas data, risiko operasional, internal support dan keterbatasan sumber daya. Penelitian ini bertujuan menganalisis kesiapan implementasi Suptech di Bank Indonesia (BI) dalam rangka memantau pemenuhan permodalan sistem pembayaran. Saat ini penelitian tentang kesiapan implementasi Suptech khususnya dalam memantau permodalan sistem pembayaran masih sangat terbatas. Hal ini antara lain karena ketentuan permodalan sistem pembayaran baru efektif diimplementasikan pada Juli 2023. Penelitian ini merupakan penelitian kualitatif dengan menggunakan studi kasus. Objek penelitian yaitu BI sebagai regulator yang melakukan pengawasan terhadap sistem pembayaran. Hasil penelitian menunjukan kesiapan BI untuk implementasi Suptech dalam memantau permodalan sistem pembayaran telah berjalan sesuai harapan berdasarkan penilaian kesiapan organisasi, kesiapan sumber daya, kesiapan sistem informasi dan kesiapan budaya. Hal yang perlu mendapat perhatian adalah terkait kesiapan sistem informasi dalam rangka pengumpulan data karena umumnya industri sistem pembayaran masih tergolong “baru” dan sebagian pemainnya merupakan non-bank yang berbeda ukuran dan kompeleksitas-nya sehingga membutuhkan waktu bagi industri untuk melakukan pelaporan. Kedepannya, regulator dapat memanfaatkan pelaporan Suptech untuk analisis prediktif dalam rangka memprediksi permodalan yang harus dipenuhi oleh industri sistem pembayaran bilamana industri mengalami peningkatan transaksi maupun mengalami kerugian.

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This research is motivated by the challenges faced by regulators in implementing Suptech including technical problems, data quality, operational risk, internal support and limited resources. This research aims to analize the readiness of Suptech implementation in Bank Indonesia to monitor compliance with the capital adequacy rules for payment system. Currently, there are still not many research has been conducted to evaluate the readiness of Suptech implementation especially to monitor the capital requirement of payment system. This is because the capital adequacy rule for payment system is only effectively implemented on July 2023. This research is qualitative research using case studies. The object of this research is Bank Indonesia as a regulator conducting supervision to the payment system. From the research, it is concluded that the readiness of the said suptech implementation is already as per expectation based on organization readiness, resources readiness, information system readiness and cultural readiness. One area that needs more attention is information system readiness, especially for data collection. This is because the payment system industry is relatively new and many of its non-bank players have different sizes and complexity which need time to prepare reporting. In the future, regulators can utilize reporting for predictive analytics in order to predict capital requirements that need to be fulfilled by payment system industry when the industry experiences an increase in transactions or losses. "

"Payment Gateway merupakan layanan elektronik yang melakukan pemrosesan transaksi pembayaran yang dilakukan secara online dan/atau melalui platform E-Commerce. Penyelenggaraan Payment Gateway dilakukan oleh salah satu Penyelenggara Jasa Sistem Pembayaran (PJSP), yakni Penyelenggara Payment Gateway yang berupa bank atau lembaga selain bank. Penyelenggara Payment Gateway memiliki fungsi unntuk menyediakan jasa sistem pembayaran, serta mendukung kelancaran transaksi pembayaran antara konsumen dan pedagang yang melakukan transaksi pada platform E-Commerce. Berdasarkan penelitian ini, Penyelenggara Payment Gateway memiliki peran dan tanggung jawab yang harus dipenuhi dalam mendukung kelancaran dan keamanan sistem pembayaran dalam transaksi E-Commerce. Untuk melakukan pemrosesan transaksi pembayaran, Payment Gateway juga berhubungan dengan acquirer dan issuer. Payment Gateway merupakan front-end provider yang memiliki kewajiban untuk menerapkan perlindungan konsumen guna menghindari risiko-risiko yang berpotensi merugikan penggunanya. Hasil dari penelitian ini menunjukan bahwa, Payment Gateway telah melakukan berbagai upaya dalam memenuhi standar keamanan, serta melindungi konsumen dari potensi risiko atas penyelenggaraan Payment Gateway. Namun, peraturan-peranturan yang ada saat ini, tidak mengatur mengenai penyelenggaraan Payment Gateway dalam mendukung transaksi E-Commerce. Dengan demikian, Pemerintah dan Bank Indonesia perlu mempertimbangkan untuk menerbitkan peraturan yang mengatur mengenai hal tersebut.

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Payment Gateway is an electronic service that processes payment transactions made online and/or through the E-Commerce platform. The operation of Payment Gateway is carried out by a Payment System Provider, namely a Payment Gateway Provider. Payment Gateway Provider conducts its functions in providing payment system services, also in supporting smooth and secure payment transactions between Consumers and Merchants in the E-Commerce platform. According to this research, Payment Gateway Provider has numerous roles and obligations that must be fulfilled in performing its functions. In processing payment transactions, the Payment Gateway Provider is cooperating with the acquirer and the issuer. Payment Gateway Provider is a front-end provider obliged to implement consumer protection to prevent potential risks that could harm its Consumer or users. The result of this research indicates, Payment Gateway Provider has taken several measures to fulfil and comply with the provision of security standards, also to protect its Consumers from potential risks arising from Payment Gateway operation. However, the existing regulations are not regulating the roles of Payment Gateway Provider in supporting payment systems in E-Commerce transactions. Thus, the Government and Bank Indonesia need to consider issuing regulations on regards to this matter, also in order to provide legal certainty."

"Perkembangan financial technology dan perangkat mobile di Indonesia menjadi peluang besar bagi mobile payment untuk terus bertumbuh dengan pesat. Sebagai mobile-first country, situasi ini mendapat sambutan yang baik dari masyarakat Indonesia, khususnya bagi mereka yang menganut tren cashless society. Hal ini mendorong masifnya pengadopsian aplikasi mobile payment di kalangan masyarakat Indonesia. Seiring dengan fenomena tersebut, penelitian ini hendak menganalisis perilaku continuance intentions masyarakat dalam menggunakan aplikasi mobile payment dengan melibatkan variabel customer-perceived satisfaction with mobile payment applications’ qualities, customer-perceived satisfaction with mobile payment applications’ securities, customer use experience, customer-perceived expectations, customer brand loyalty, rewards sebagai anteseden. Penelitian ini dilaksanakan melalui survei dengan judgemental sampling yang melibatkan 318 responden berusia 19 – 54 tahun yang berdomisili di Jabodetabek dan menggunakan aplikasi mobile payment dalam satu bulan terakhir. Peneliti mengolah data dengan menggunakan metode structural equation modelling (SEM) melalui software LISREL 8.8. Hasil penelitian menunjukkan bahwa customer-perceived satisfaction with mobile payment applications’ qualities dan customer-perceived satisfaction with mobile payment applications’ securities berpengaruh positif terhadap customer use experience. Selanjutnya, customer use experience berpengaruh positif terhadap customer-perceived expectations. Di samping itu, customer-perceived expectation berpengaruh positif terhadap customer brand loyalty yang juga berpengaruh positif terhadap continuance intentions. Demikian pula continuance intentions dipengaruhi secara positif oleh rewards.

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The development of financial technology and mobile devices became a great opportunity for the rapid growth of mobile payment in Indonesia. As a mobile-first country, this situation got favorable responses from Indonesians, especially for those who adhere to cashless society trend. This led to a massive adoption of mobile payment applications among Indonesians. In line with this phenomenon, this study intended to analyze continuance intentions in using mobile payment involving the variable customer-perceived satisfaction with mobile payment applications’ qualities and securities, customer use experience, customer perceived expectations, customer brand loyalty, and rewards as antecedents. This research was conducted through judgmental-sampling survey involving 318 respondents aged 19 - 54 years who were domiciled in Jabodetabek and used the mobile payment application in the past month. The researcher processed the data using the structural equation modeling (SEM) method through LISREL 8.8 software. The results of the study show that customer-perceived satisfaction with mobile payment applications 'qualities and securities have positive effect on customer use experience. Furthermore, customer use experience has positive effect on customer-perceived expectations. In addition, customer-perceived expectation has positive effect on customer brand loyalty which also has positive effect on continuance intentions. Likewise, continuance intentions are positively influenced by rewards."

"Kegagalan sistem pembayaran pada kasus wirecard terjadi akibat lemahnya pengaturan dan pengawasan terhadap Penyelenggara Fintech Sistem Pembayaran di Jerman. Sebagai penyelenggara fintech sistem pembayaran, yang tidak diawasi oleh Otoritas, Wirecard AG dapat menawarkan produk, layanan, teknologi maupun model bisnis mereka kepada Penyelenggara Jasa Sistem Pembayaran (PJSP). yang memegang peranan penting dalam proses pembayaran. Kegagalan sistem pembayaran dapat terjadi, jika Wirecard berhenti menyediakan layanan teknologinya ke banyak PJSP yang menjadi mitra kerjasamanya. Untuk itu, penelitian ini mencoba meninjau pengaturan dan pengawasan penyelenggara fintech sistem pembayaran di Jerman dan di Indonesia, bagaimana otoritas mengklasifikasikan penyelenggara fintech dalam regulasi sistem pembayaran di negaranya, apakah termasuk sebagai PJSP yang perlu diawasi ataukah hanya sebagai Penyelenggara Penunjang. Selain itu, apakah peraturan dan sistem pengawasan yang ada di Indonesia sudah cukup efektif memitigasi risiko kegagalan pada sistem pembayaran. Penelitian ini menggunakan penelitian hukum normatif, dengan pendekatan perundangan-undangan dan pendekatan perbandingan. Hasil analisis menunjukkan bahwa pengaturan perizinan penyelenggara fintech sistem pembayaran di Indonesia lebih baik dibandingkan Jerman, karena sudah memiliki regulasi khusus yang mengatur perizinan dan mengawasi penyelenggara fintech, namun demikian ketentuan terkait penyelenggara sistem pembayaran di Indonesia masih tersebar dibanyak peraturan, sehingga disarankan untuk melakukan peyederhanaan peraturan dengan metode omnibus law. Adapun pengaturan dan pengawasan yang dilakukan Bank Indonesia sudah cukup efektif untuk memitigasi risiko kegagalan sistem pembayaran, namun kurang efektif dalam memproses perizinan yang berupa persetujuan pengembangan kegiatan, produk dan aktivitas baru jasa sistem pembayaran serta kerjasama dengan pihak lain. Untuk itu perlu dilakukan perubahan ketentuan, dimana persetujuan kerjasama dan pengembangan produk serta aktivitas baru yang bersifat sederhana dan tidak berisiko cukup dikenakan wajib lapor serta ditentukan batas waktu pemberian hasil keputusan.

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The failure of the payment system in the wirecard case occurred due to weak regulation and supervision of the fintech payment system companies in Germany. As a fintech payment system provider, which is not supervised by the Authority, Wirecard AG can offer their products, services, technology and business models to Payment System Service Providers. (PJSP). which plays an important role in the payment process. Payment system failures can occur, if Wirecard stops providing its technology services to the many PJSPs that are its partners. For this reason, this research tries to review the regulation and supervision of the fintech payment system providers in Germany and in Indonesia, how the authorities classify fintech providers in their payment system regulations, whether they are entered as PJSPs that need to be closely monitored or only as supporting providers. In addition, this study will analyze whether the existing regulations and supervisory systems in Indonesia are sufficiently effective in mitigating the risk of the payment system failure. This research uses normative legal research, with a statutory approach and a comparative approach. The results of the analysis show that the regulations for fintech payment system providers in Indonesia are better than Germany, because it already has special regulations that regulate licensing and supervise fintech providers. however, the provisions related to payment system operators in Indonesia are still scattered in many regulations, so it is advisable to simplify regulations using the omnibus law method. The regulation and supervision carried out by Bank Indonesia was effective enough to mitigate the risk of payment system failures, however, it was not effective enought in processing approvals for developing new payment system activities, products and services as well as collaborating with other parties. For this reason, it is necessary to change the provisions, in which cooperation agreements and product development as well as new activities that are simple and not sufficiently risky are subject to a mandatory report and a deadline for the issuance of the decision results."

"Sistem pembayaran yang kokoh dan andal menjadi salah satu sistem terpenting di era digitalisasi, terutama di masa pandemi COVID-19. Sebagai bagian dari Critical Infrastructure Information (CII), diperlukan strategi untuk melindungi sistem pembayaran untuk mengurangi risiko yang mungkin timbul. Namun sepengetahuan penulis, di Indonesia, tidak ada referensi yang menggambarkan interdependensi sektor Critical Infrastructure Information (CII), terutama pada sistem pembayaran yang dapat digunakan sebagai masukan dalam pembuatan strategi untuk mengurangi risiko pada semua sektor CII yang mempengaruhi sistem pembayaran. Penelitian ini menggunakan metode Fuzzy-based DEMATEL ANP (FDANP) berdasarkan perspektif multi-expert terhadap pengaruh antar sektor untuk mengidentifikasi interdependensi dan prioritas sektor CII dengan studi kasus pada sistem pembayaran. Kontribusi penelitian ini adalah untuk memberikan informasi tentang interdependensi dan prioritas sektor CII. Hasil penelitian ini menunjukkan bahwa sektor teknologi informasi dan komunikasi, sektor energi dan sumber daya mineral, dan sektor keuangan merupakan tiga sektor prioritas yang paling banyak mempengaruhi sektor CII lainnya. Sehingga ketiga sektor tersebut harus mendapat perhatian lebih karena berdampak pada banyak sektor

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The sturdy and reliable payment system is one of the most important systems in the digitalization era, especially in the pandemic COVID-19 period. As part of Critical Infrastructure Information (CII), a strategy to protect the payment system is needed to reduce risks that may arise. But the author's best knowledge, in Indonesia, no reference describes the interdependency of the CII sector that could be used as input on strategy making for reducing the risk on all CII sectors which are influencing the payment system. This research uses the Fuzzy-based DANP (FDANP) Framework based on a multi-expert perspective on inter-sector influences to identify the interdependency and priority of the CII sector with a case study on the payment system. The contribution of this research is to provide information about the interdependency and priority of the CII sector. The results of this study indicate that the information and communication technology sector, the energy and mineral resources sector, and the financial sector are the three priority sectors that have the most influence on other CII sectors. So that these three sectors should receive more attention because they have an impact on many sectors"

"Peningkatan penggunaan layanan mandiri telah menjadi tren di berbagai industri untuk meningkatkan efisiensi dan kenyamanan pelanggan. Salah satu yang kerap dijumpai adalah penggunaan Self-Ordering Kiosk (SOK) di restoran cepat saji. SOK menawarkan berbagai jenis pembayaran nontunai, seperti kartu debit, kartu kredit, dan QRIS yang dapat menggantikan pembayaran secara tunai di kasir. Analisis dilakukan terhadap perubahan perilaku pembeli dari pembayaran tunai di kasir ke pembayaran nontunai di SOK pada restoran cepat saji McDonald’s Indonesia dengan memanfaatkan teori Push- Pull-Mooring (PPM). Peralihan pembayaran ini perlu dianalisis karena belum banyak diteliti dan memiliki potensi penting di era digital ks pembayaran tunai dan meningkatnya pembayaran nontunai. Selain itu, belum ada penelitian yang secara khusus mengeksplorasi faktor penggunaan SOK di Indonesia. Tujuan utama dari penelitian ini adalah mengidentifikasi faktor-faktor yang mendorong (push factor), menarik (pull factor), dan menghambat (mooring factor) perubahan tersebut. Analisis dilakukan secara kuantitatif menggunakan CB-SEM dengan data survei 744 responden dan dilanjutkan dengan analisis kualitatif menggunakan content analysis terhadap 31 narasumber. Hasil penelitian menunjukkan bahwa traditional payment habit memengaruhi inertia. Selain itu, inertia, transaction inconvenience, perceived usefulness, trust, perceived ease of use, dan mandatory interaction terbukti memengaruhi switching intention, serta switching intention memengaruhi switching behavior. Namun, facility constraints, employee service, dan control tidak memengaruhi switching intention. Pada faktor moderasi, inertia terbukti memoderasi seluruh hubungan faktor push dan pull terhadap switching intention, sedangkan facility constraints juga memoderasi hubungan faktor push dan pull terhadap switching intention, kecuali pada hubungan employee service dan control terhadap switching intention. Penelitian ini memberikan kontribusi berupa eksplorasi faktor-faktor yang memengaruhi perpindahan dari pembayaran tunai ke pembayaran nontunai di SOK McDonald’s Indonesia, memperkuat dan memberikan temuan baru terkait variabel untuk memahami faktor adopsi teknologi, serta memberikan justifikasi baru terkait variabel yang tidak berpengaruh terhadap perpindahan pengguna. Penelitian ini juga memberikan implikasi praktis bagi McDonald’s Indonesia untuk mengoptimalkan perangkat SOK, menawarkan pilihan pembayaran nontunai di SOK yang beragam dan terbaru, serta menginformasikan cara pembayaran nontunai yang lebih lengkap.

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The increasing use of self-service has become a trend across various industries with the aim of improving efficiency and customer convenience. One commonly seen application is the use of Self-Ordering Kiosks (SOK) in fast food restaurants. SOK offers various types of cashless payments, such as debit cards, credit cards, and QRIS, which can replace conventional cash payments at the cashier. The analysis was conducted on the shift in buyer behavior from conventional cashier payments to cashless payments at SOK in McDonald's Indonesia using the Push-Pull-Mooring (PPM) theory. The transition from cash to SOK payments needs to be analyzed in research because this change has not been widely studied and has significant potential in the digital era, characterized by a decline in cash usage and an increase in cashless payments. Moreover, no studies have specifically explored the factors of SOK usage in Indonesia. The main objective of this study is to identify the push, pull, and mooring factors of the change. The analysis was conducted quantitatively using CB-SEM with survey data of 744 respondents, followed by qualitative analysis using content analysis of 31 interviewees. The results showed that traditional payment habits affect inertia. In addition, inertia, transaction inconvenience, perceived usefulness, trust, perceived ease of use, and mandatory interaction are proven to affect switching intention, and switching intention affects switching behavior. However, facility constraints, employee service, and control do not influence switching intention. For moderating factors, the inertia factor is proven to moderate the entire relationship of push and pull factors to switching intention, while facility constraints also moderates the relationship between push and pull factors and switching intention except for the relationship between employee service and control and switching intention. This research contributes by exploring the factors influencing the shift from cash to cashless payments at SOK in McDonald's Indonesia, strengthening and providing new findings related to the variables used to understand technology adoption factors, and providing new justification related to variables that do not affect user transition. This research also provides practical implications for McDonald’s Indonesia to ensure optimization of SOK software and hardware, offer diverse and latest non-cash payment options at SOK, and provide comprehensive information on non-cash payment methods."

"Peningkatan penggunaan layanan mandiri telah menjadi tren di berbagai industri untuk meningkatkan efisiensi dan kenyamanan pelanggan. Salah satu yang kerap dijumpai adalah penggunaan Self-Ordering Kiosk (SOK) di restoran cepat saji. SOK menawarkan berbagai jenis pembayaran nontunai, seperti kartu debit, kartu kredit, dan QRIS yang dapat menggantikan pembayaran secara tunai di kasir. Analisis dilakukan terhadap perubahan perilaku pembeli dari pembayaran tunai di kasir ke pembayaran nontunai di SOK pada restoran cepat saji McDonald’s Indonesia dengan memanfaatkan teori Push- Pull-Mooring (PPM). Peralihan pembayaran ini perlu dianalisis karena belum banyak diteliti dan memiliki potensi penting di era digital ks pembayaran tunai dan meningkatnya pembayaran nontunai. Selain itu, belum ada penelitian yang secara khusus mengeksplorasi faktor penggunaan SOK di Indonesia. Tujuan utama dari penelitian ini adalah mengidentifikasi faktor-faktor yang mendorong (push factor), menarik (pull factor), dan menghambat (mooring factor) perubahan tersebut. Analisis dilakukan secara kuantitatif menggunakan CB-SEM dengan data survei 744 responden dan dilanjutkan dengan analisis kualitatif menggunakan content analysis terhadap 31 narasumber. Hasil penelitian menunjukkan bahwa traditional payment habit memengaruhi inertia. Selain itu, inertia, transaction inconvenience, perceived usefulness, trust, perceived ease of use, dan mandatory interaction terbukti memengaruhi switching intention, serta switching intention memengaruhi switching behavior. Namun, facility constraints, employee service, dan control tidak memengaruhi switching intention. Pada faktor moderasi, inertia terbukti memoderasi seluruh hubungan faktor push dan pull terhadap switching intention, sedangkan facility constraints juga memoderasi hubungan faktor push dan pull terhadap switching intention, kecuali pada hubungan employee service dan control terhadap switching intention. Penelitian ini memberikan kontribusi berupa eksplorasi faktor-faktor yang memengaruhi perpindahan dari pembayaran tunai ke pembayaran nontunai di SOK McDonald’s Indonesia, memperkuat dan memberikan temuan baru terkait variabel untuk memahami faktor adopsi teknologi, serta memberikan justifikasi baru terkait variabel yang tidak berpengaruh terhadap perpindahan pengguna. Penelitian ini juga memberikan implikasi praktis bagi McDonald’s Indonesia untuk mengoptimalkan perangkat SOK, menawarkan pilihan pembayaran nontunai di SOK yang beragam dan terbaru, serta menginformasikan cara pembayaran nontunai yang lebih lengkap.

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The increasing use of self-service has become a trend across various industries with the aim of improving efficiency and customer convenience. One commonly seen application is the use of Self-Ordering Kiosks (SOK) in fast food restaurants. SOK offers various types of cashless payments, such as debit cards, credit cards, and QRIS, which can replace conventional cash payments at the cashier. The analysis was conducted on the shift in buyer behavior from conventional cashier payments to cashless payments at SOK in McDonald's Indonesia using the Push-Pull-Mooring (PPM) theory. The transition from cash to SOK payments needs to be analyzed in research because this change has not been widely studied and has significant potential in the digital era, characterized by a decline in cash usage and an increase in cashless payments. Moreover, no studies have specifically explored the factors of SOK usage in Indonesia. The main objective of this study is to identify the push, pull, and mooring factors of the change. The analysis was conducted quantitatively using CB-SEM with survey data of 744 respondents, followed by qualitative analysis using content analysis of 31 interviewees. The results showed that traditional payment habits affect inertia. In addition, inertia, transaction inconvenience, perceived usefulness, trust, perceived ease of use, and mandatory interaction are proven to affect switching intention, and switching intention affects switching behavior. However, facility constraints, employee service, and control do not influence switching intention. For moderating factors, the inertia factor is proven to moderate the entire relationship of push and pull factors to switching intention, while facility constraints also moderates the relationship between push and pull factors and switching intention except for the relationship between employee service and control and switching intention. This research contributes by exploring the factors influencing the shift from cash to cashless payments at SOK in McDonald's Indonesia, strengthening and providing new findings related to the variables used to understand technology adoption factors, and providing new justification related to variables that do not affect user transition. This research also provides practical implications for McDonald’s Indonesia to ensure optimization of SOK software and hardware, offer diverse and latest non-cash payment options at SOK, and provide comprehensive information on non-cash payment methods."