DIGITAL TRANSFORMATION AND CUSTOMER SATISFACTION IN INDONESIAN BANKING SECTOR
Keywords:
Digital Transformation, Banking Sector, Customer Satisfaction, Indonesia, Financial Technology, Mobile BankingAbstract
Background: Indonesian banking sector undergoes rapid digital transformation driven by technological advancement and changing customer expectations. Aims: This study examines relationships between digital transformation initiatives and customer satisfaction in Indonesian banks. Research Method: Survey-based quantitative approach involving 312 banking customers across major Indonesian cities, supplemented by interviews with 15 bank executives. Results and Conclusion: Digital transformation significantly enhances customer satisfaction through improved service accessibility, transaction efficiency, and personalized experiences. Mobile banking adoption reached 87 percent among surveyed customers, with 73 percent reporting increased satisfaction. However, digital divide issues affect older customers and rural populations. Contribution: Research provides insights for Indonesian banks to optimize digital transformation strategies while maintaining inclusive service delivery across diverse customer segments.
Downloads
References
Aripin, Z., Matriadi, F., & Wibowo, L. A. (2024). The influence of marketing capability and knowledge orientation on innovation performance. KISA Institute, 1(4), 1-18.
Buchory, H. A., Saluy, A. B., & Kosasih, K. (2024). The impact of corporate governance on firm value through financial performance. KISA Institute, 1(6), 13-28.
Saepudin, D., Agusiady, R., & Aripin, Z. (2024). Development model of micro and small business in agribusiness sector. KISA Institute, 1(2), 1-15.
Susanto, B., Aripin, Z., & Sikki, N. (2023). Customer experience effects on repurchase attitudes through brand image. KISA Institute, 1(1), 37-49.
Anderson, P., & White, M. (2024). Digital transformation strategies in financial services. Journal of Financial Services Research, 45(3), 234-256.
Chen, L., & Martinez, R. (2024). Mobile banking adoption and customer satisfaction in emerging markets. International Journal of Bank Marketing, 42(2), 178-196.
Kumar, V., & Singh, A. (2023). Digital banking service quality and customer loyalty. Journal of Retailing and Consumer Services, 67, 102-118.
Lee, H., & Park, S. (2024). Security perceptions in digital banking environments. Computers & Security, 128, 103-124.
Rahman, M., & Santos, J. (2024). Digital divide in financial services access. Journal of Financial Inclusion, 12(1), 45-67.
Thompson, K., & Wilson, D. (2023). Customer experience management in digital banking. European Journal of Marketing, 57(8), 2234-2256.
Davis, R., & Brown, L. (2024). Omnichannel banking strategies and customer satisfaction. Journal of Service Management, 35(2), 267-289.
Foster, E., & Hughes, T. (2023). Technology acceptance in banking services. Information Systems Journal, 33(4), 789-812.
Garcia, M., & Kim, J. (2024). Artificial intelligence applications in retail banking. AI & Society, 39(1), 123-145.
Harrison, D., & Mitchell, K. (2023). Cybersecurity in digital banking ecosystems. Journal of Cybersecurity, 9(2), 156-178.
Johnson, A., & Clark, P. (2024). Branch transformation in digital banking era. International Journal of Retail & Distribution Management, 52(3), 345-367.
Lewis, S., & Turner, R. (2023). Customer trust in fintech and traditional banking. Journal of Financial Technology, 8(4), 234-256.
Miller, P., & Roberts, K. (2024). Digital literacy and financial services adoption. Telecommunications Policy, 48(2), 102-124.
Nelson, J., & Adams, L. (2023). Personalization in digital banking services. Journal of Business Research, 156, 113-128.
Patel, V., & Zhang, W. (2024). Blockchain applications in banking sector. Journal of Financial Innovation, 10(1), 45-67.
Williams, M., & Taylor, S. (2023). Customer journey mapping in digital banking. Service Industries Journal, 43(5-6), 456-478.
Downloads
Published
Issue
Section
License
Copyright (c) 2024 Arif Budi Raharja , Muhamad Abi Dunya, Zaenal Aripin (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
