Analysis of the Relationship of Late Payment Customers' Characteristics Based on Payment Bills

Diah Oktavia, Joko Lianto, Sutikno Sutikno

Abstract


An increase number of internet usage has an influence on service operators to be able to provide a variety of services (multi services) and improve internet network technology for their customers. One of them is an Internet Service Provider (ISP) company. The customer's obligation is to pay bills on time in accordance with company's terms and conditions agreed upon at the beginning of the internet installation. However, late payments still occur at least once a year. This affects the company's business processes and finances. While on the customer side, this causes internet isolation. The purpose of this study is to analyze any variables that have a relationship with the late payment based on customer bills. The analytical method used was the Chi-Square test. The number of samples used was 400 customers with purposive sampling technique. In addition, an analysis of the pattern of customer characteristics in bill payments was done to determine whether there was a dependency based on regional mapping in Surabaya using the Morans'I and LISA Cluster Map indexes. The result showed that there was a significant relationship between address, income level, employment status, and payment period with payment status. There was no significant relationship between customer type, subscription package, and educational level with payment status. In addition, it is known that customers tend to make payments above the agreed time period. The mapping results by region showed that there were customer patterns that were clustered and having similar characteristics in adjacent locations. Autocorrelation showed positive dependencies of total income and employment status variables

Keywords


chi-square; internet service provider; late payment; LISA; Moran's I

Full Text:

PDF

References


D. E. Kieso, J. J. Weygandt, and T. D. Warfield, Intermediate Accounting, 16a ed. Hoboken, New Jersey: John Wiley & Sons, 2016.

X. Luo and C. Homburg, “Neglected outcomes of customer satisfaction,” J. Mark., vol. 71, no. 2, pp. 133–49, 2007.

M. M. Akbar and N. Parvez, Impact of service quality, trust and customer satisfaction on costumer loyalty, vol. 29, no. 1. The University, 1993.

T. Wijayanti, “Analisis Faktor-faktor yang Memengaruhi Tunggakan Kredit Usaha Mikro pada Swamitra Koppas Kramat Jati,” Institut Pertanian Bogor, 2014.

X.-N. Huo, H. Li, D.-F. Sun, L.-D. Zhou, and B.-G. Li, “Combining geostatistics with Moran’s I analysis for mapping soil heavy metals in Beijing, China,” Int. J. Environ. Res. Public Health, vol. 9, no. 3, pp. 995–1017, Mar. 2012.

A. Furchan, Pengantar Penelitian dalam Pendidikan. Yogyakarta: Pustaka Pelajar, 2004.

S. Y. Paul, S. S. Devi, and C. G. Teh, “Impact of late payment on Firms’ profitability: Empirical evidence from Malaysia,” Pacific-Basin Financ. J., vol. 20, no. 5, pp. 777–792, Nov. 2012.

N. Zainudin, “Tracking the credit collection period of Malaysian small and medium-sized enterprises,” Int. Bus. Res., vol. 1, no. 1, pp. 78–86, 2008.

J. F. Engel, R. D. Blackwell, and P. W. Miniard, Consumer Behavior, 7th ed. Fort Worth: Dryden Press, 1995.

A. M. Salama, A lifestyle theories approach for affordable housing research in Saudi Arabia, vol. 11, no. 1. 2006.

S. Listyorini, “Analisis faktor - faktor gaya hidup dan pengaruhnya terhadap pembelian rumah sehat sederhana,” J. Adm. Bisnis, vol. 1, no. 1, Sep. 2012.

M. Nazir, Metode Penelitian. Jakarta: Ghalia Indonesia, 1998.

J. C. Mowen, Perilaku Konsumen. Jakarta: Erlangga, 1995.

R. Kosfeld, “Spatial Econometrics.” University of Kassel, Germany, 2006.

J. Lee and D. W. Wong, Statistical Analysis with ArcView GIS. Canada: John Willey & Sons, Inc, 2001.

F. Perobelli and E. A. Haddad, “Brazilian interregional trade (1985-1996): An exploratory spatial data analysis,” in Anais do XXXI Encontro Nacional de Economia [Proceedings of the 31st Brazilian Economics Meeting], 2003.

D. Simone and A. Walks, “Immigration, race, mortgage lending, and the geography of debt in Canada’s global cities,” Geoforum, vol. 98, pp. 286–299, Jan. 2019.

P. S. Ellen, D. J. Webb, and L. A. Mohr, “Building corporate associations: Consumer attributions for corporate socially responsible programs,” J. Acad. Mark. Sci., vol. 34, no. 2, pp. 147–157, Apr. 2006.

M. R. Despard, D. Perantie, S. Taylor, M. Grinstein-Weiss, T. Friedline, and R. Raghavan, “Student debt and hardship: Evidence from a large sample of low- and moderate-income households,” Child. Youth Serv. Rev., vol. 70, pp. 8–18, Nov. 2016.

N. Glady, A. Lemmens, and C. Croux, “Unveiling the relationship between the transaction timing, spending and dropout behavior of customers,” Int. J. Res. Mark., vol. 32, no. 1, pp. 78–93, Mar. 2015.

J. Rahardjo, B. R. Wibowo, and T. Kwanda, “Analisis kepuasan penghuni rumah sederhana tipe 36 di kawasan Sidoarjo bedasarkan faktor kualitas bangunan, lokasi, desain, sarana dan prasarana,” Dimens. Tek. Arsit., vol. 31, no. 2, pp. 124–132, 2003.

B. Mantel, “Why do consumers pay bills electronically? an empirical analysis,” Econ. Perspect., no. Q IV, pp. 32–48, 2000.




DOI: http://dx.doi.org/10.12962/j23546026.y2019i5.6285

Refbacks

  • There are currently no refbacks.


View my Stat: Click Here

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.