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http://repository.ipb.ac.id/handle/123456789/114651
Title: | Kemandirian dan Kerentanan Konsumen Tuli dalam Bidang Pelayanan Keuangan Perbankan |
Other Titles: | Independence and Vulnerability of Deaf Consumer in Banking Financial Services |
Authors: | Yuliati, Lilik Noor Fajriani, Zhalfa Kirana |
Issue Date: | 2022 |
Publisher: | IPB University |
Abstract: | Keterbatasan pendengaran dan komunikasi akan berdampak pada perlakuan
dan pelayanan yang diterima oleh konsumen Tuli, seperti perbankan. Penelitian ini
bertujuan untuk menganalisis hubungan dan pengaruh karakteristik dan
kemandirian responden terhadap kerentanan konsumen Tuli pengguna layanan
perbankan. Penelitian ini menggunakan mix methods. Penelitian kuantitatif
menggunakan purposive sampling dengan menyebarkan kuesioner kepada 70
responden Tuli berusia lebih dari sama dengan 17 tahun dan pernah mengakses
layanan perbankan selama tiga tahun terakhir secara mandiri. Desain kualitatif
dilakukan dengan wawancara mendalam kepada lima responden Tuli di komunitas
Diffable Action Kota Bogor. Riset menunjukkan bahwa usia dan riwayat Tuli
memiliki hubungan positif signifikan dengan kemandirian. Pendidikan memiliki
hubungan negatif signifikan dengan risiko kerugian. Riwayat Tuli dan kemandirian
memiliki hubungan positif signifikan dengan kerentanan konsumen. Hasil uji
regresi menunjukkan bahwa semakin mandiri konsumen Tuli, maka semakin rentan
dalam mengakses jasa perbankan. Selain itu, konsumen Tuli sejak lahir memiliki
peluang kerentanan yang tinggi daripada konsumen Tuli tidak sejak lahir. Hearing and communication limitations will impact the treatment and services received by deaf consumers, such as banking. This study aims to analyze the relationship and influence of respondents' characteristics and independence on the vulnerability of deaf consumers who use banking services. This research uses mixed methods. Quantitative research uses purposive sampling by distributing questionnaires to 70 deaf respondents who are more than 17 years old and have independently accessed banking services for the last three years. The qualitative design was carried out by in-depth interviews with five deaf respondents in the Diffabel Action community in Bogor City. Research shows that age and deafness profile has a significant positive relationship with consumer independence. Education has a significant negative relationship with the risk of loss. Deafness profile and independence have a significant positive relationship with consumer vulnerability. The results of the regression test show that the more independent Deaf consumers are, the more vulnerable they are to accessing banking services. In addition, deaf consumers from birth have a higher chance of vulnerability than deaf consumers not from birth. |
URI: | http://repository.ipb.ac.id/handle/123456789/114651 |
Appears in Collections: | UT - Family and Consumer Sciences |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Cover.pdf Restricted Access | Cover | 354.29 kB | Adobe PDF | View/Open |
I24180004_Zhalfa Kirana Fajriani.pdf Restricted Access | Fullteks | 1 MB | Adobe PDF | View/Open |
Lampiran.pdf Restricted Access | 522.62 kB | Adobe PDF | View/Open |
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