Social Conditions and Expectations of Customers with Disabilities Regarding Policies and Provision of Accessible Banking Technology

Abstract

The issue of disability rights as a member of the community is always an animated topic to discuss. There are several advocacy efforts to provide opportunities for the disabled to obtain equal public services, including services from financial institutions. The use of information technology in banking services opens up opportunities for the disabled to enjoy various facilities while eventually still leaves several occurring problems. This study aims to assess the social conditions of visually impaired individuals on their expectations over ATM services. This study uses quantitative descriptive methods with data collection techniques through questionnaires. Visually impaired customers have considered that they have not yet received the fulfillment of their public service rights as members of the community, due to the lack of public knowledge, delayed facility fulfillment, and the lack of implementation of accessibility policy. Visually impaired customers are expecting tutorials on using ATM, volume control featuring auditive notifications when usage errors occurred, and additional auditive facilities for available ATM services.