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"Digitalisasi, sebagai bagian dari pemanfaatan teknologi di industri keuangan memberikan peran penting dalam efisiensi biaya, peningkatan jaringan dan inovasi. Perbankan merupakan salah satu industri yang mengalami transisi digitalisasi yang pesat dengan munculnya perbankan digital. Masyarakat Indonesia masih belum begitu mengenal perbankan digital dan memiliki pertimbangan terkait dengan keamanan informasi dan penggunaan. Untuk itu, penting bagi perbankan digital untuk mengedukasi nasabah tentang spesifikasi, manfaat, layanan keuangan, dan keahlian. Edukasi meningkatkan keahlian yang berbeda dari setiap individu, baik keahlian spesifik perusahaan maupun keahlian spesifik pasar. Ketika perbankan digital berinvestasi edukasi kepada pelanggan semakin cerdas dan informatif, apakah mengarahkan pelanggan untuk berpindah atau bahkan melakukan E-WOM asosiasi positif serta menghasilkan loyalitas pelanggan. Tujuan penelitian ini adalah menguji enam belas hipotesis tentang pengaruh edukasi terhadap loyalitas pelanggan dengan design penelitian Multi Cross-sectiona studies. Dua ratus responden nasabah digital banking di Indonesia di survey pada tahap satu (T1) tentang variabel indenpenden. selajutnya dalam waktu tiga bulan diuji kembali untuk variabel dependen (T2) . Analisis data dilakukan dengan menggunakan metode SEM (Structure Equation Model) untuk mengukur tingkat loyalitas terhadap pendidikan yang telah dilakukan oleh digital banking. Hasilnya adalah terhadap pengaruh signifikan edukasi terhadap loyalitas perbankan digital, sehingga perbankan digital perlu membuat strategi edukasi yang tepat dalam meningkatkan tingkat loyalitas pelanggan.

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Digitalization, as part of the use of technology in the financial industry, plays an important role in cost efficiency, network enhancement, and innovation. Banking is one of the industries experiencing a rapid digitalization transition with the emergence of digital banking. Indonesian people are still not very familiar with digital banking and have considerations related to information security and usage. For this reason, it is important for digital banking to educate customers about specifications, benefits, financial services, and expertise. Education will enhance the different skills of each individual, both company-specific skills and market-specific skills. When digital banking invests in education to customers, it will be smarter and more informative, whether it will lead customers to switch or even carry out E-WOM positive associations and generate customer loyalty. The purpose of this study was to test sixteen hypotheses about the effect of education on customer loyalty with a multi-cross-sectional study design. Two hundred respondents of digital banking customers in Indonesia will be surveyed in stage one (T1) on independent variables. thereafter within three months will be re-tested for the dependent variable (T2). Data analysis will be carried out using the SEM (Structure Equation Model) method to measure the level of loyalty to education that has been carried out by digital banking. The result is the significant effect of education on digital banking loyalty, so digital banking needs to make the right education strategy to increase the level of customer loyalty.

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"Bank Neo Commerce, sebagai salah satu bank digital di Indonesia, bertujuan untuk memberikan inovasi dan solusi layanan keuangan untuk menjaga loyalitas nasabah. Penelitian ini bertujuan untuk menganalisis pengaruh perceived value dimensions yaitu perceived empathy, perceived reliability, perceived price, perceived benevolence, dan perceived competence terhadap customer satisfaction dan customer loyalty pada pengguna bank digital Neo Commerce. Penelitian ini menggunakan pendekatan kuantitatif dan teknik purposive sampling dengan menyebarkan kuesioner melalui Google Form kepada 100 responden yang merupakan pengguna bank digital Neo Commerce, berusia minimal 17 tahun/sudah memiliki KTP, dan telah melakukan transaksi pada aplikasi Neobank minimal dua kali dalam enam bulan terakhir. Analisis deskriptif dan uji regresi menggunakan SPSS digunakan dalam menganalisis data. Temuan penelitian menunjukkan bahwa perceived value dimensions berpengaruh secara signifikan terhadap customer satisfaction dan customer loyalty serta customer satisfaction berpengaruh secara signifikan terhadap customer loyalty pada pengguna bank digital Neo Commerce di Jabodetabek. Lebih lanjut, dimensi dari perceived value dimensions yaitu perceived reliability, perceived price, dan perceived benevolence ditemukan memiliki pengaruh terhadap customer satisfaction, sedangkan customer loyalty dipengaruhi oleh dimensi perceived price, perceived benevolence, dan perceived competence.

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Bank Neo Commerce, as one of the digital banks in Indonesia, aims to provide innovation and financial service solutions to maintain customer loyalty. This research aims to analyze the influence of perceived value dimensions, namely perceived empathy, perceived reliability, perceived price, perceived benevolence, and perceived competence, on customer satisfaction and customer loyalty among users of Neo Commerce Digital Bank. The study uses a quantitative approach and purposive sampling technique by distributing questionnaires via Google Form to 100 respondents who are Neo Commerce Digital Bank users, aged at least 17 years/possess an ID card, and have conducted at least two transactions on the Neobank application in the past six months. Descriptive analysis and regression tests using SPSS were employed in data analysis. The findings indicate that perceived value dimensions significantly influence customer satisfaction and customer loyalty, and customer satisfaction significantly influences customer loyalty among users of Neo Commerce digital bank in Jabodetabek. Furthermore, the dimensions of perceived value, namely perceived reliability, perceived price, and perceived benevolence, were found to influence customer satisfaction, whereas customer loyalty was influenced by perceived price, perceived benevolence, and perceived competence."

"In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc. Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia.

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In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc.  Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia."

"Semakin berkembangnya kecanggihan dan kemajuan teknologi terutama pada Masa Pandemic Covid-19 seperti sekarang ini, telah mendorong hampir di seluruh belahan dunia menerapkan aturan baru terkait penerapan Prinsip Mengenal Nasabah secara Elektronik atau electronic-Know Your Customer (e-KYC), mulai dari Layanan Perbankan Digital (Digital Bank), Perusahaan Financial Technology, Perusahaan Asuransi, dan sebagainya sudah mulai beralih dari yang semula prinsip KYC menjadi menggunakan e-KYC. Salah satu contoh Bank Digital yang telah menerapkan prinsip e-KYC adalah Aplikasi Motion Banking oleh Bank MNC International Tbk. Skripsi ini akan membahas 2 pokok permasalahan yaitu tentang bagaimana penerapan prinsip e-KYC serta hambatan yang dapat terjadi terhadap Motion Banking Bank MNC International Tbk. Dalam penulisan skripsi ini menggunakan metode penelitian yuridis normatif dengan pendekatan Undang- Undang, PBI, serta POJK. Penulisan skripsi ini menggunakan bahan hukum primer, sekunder maupun tersier, dengan pendekatan kualitatif. Hasil dari penelitian ini menemukan bahwa dalam proses penerapan e-KYC pada Aplikasi Motion Banking Bank MNC International sepenuhnya telah berbasis full biometric dimana tidak dibutuhkan lagi adanya tatap muka melalui video call melainkan hanya dengan mengisi identitas data berbasis aplikasi saja yang dapat dilakukan dengan cara menggunakan live detection seperti fingerprint dan face recognition untuk menjamin keamanannya telah sesuai dengan aturan dalam POJK No.23/POJK.01/2019. Saran dari penulis supaya Pihak Bank MNC International tetap lebih memperketat lagi pengawasan terhadap pengaplikasian e-KYC serta diusahakan untuk meminimalisir berbagai hambatan atau kekeliruan yang mungkin dapat terjadi seperti mengupayakan jaringan yang memadai dan lain sebagainya dalam proses penerapannya

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The growing sophistication and advancement of technology, especially during the Covid- 19 Pandemic Period as it is today, has prompted almost all parts of the world to implement new rules related to the application of the electronic-Know Your Customer (e-KYC) Principle, starting from Digital Banking Services (Digital Bank) , Financial Technology Companies, Insurance Companies, and so on have started to switch from the original KYC principle to using e-KYC. One example of a Digital Bank that has implemented the e-KYC principle is the Motion Banking Application by Bank MNC International Tbk. This thesis will discuss 2 main issues, namely how to apply the principles of e-KYC and the obstacles that can occur to Motion Banking Bank MNC International Tbk. In writing this thesis using a normative juridical research method with the approach of the Act, PBI, and POJK. The writing of this thesis uses primary, secondary and tertiary legal materials, with a qualitative approach. The results of this study found that in the process of implementing e-KYC on the MNC International Bank Motion Banking Application, it was completely based on full biometric where there was no need for face-to-face meetings via video calls but only by filling in application-based data identities which could be done by using live detection such as fingerprints and face recognition to ensure security is in accordance with the rules in POJK No.23/POJK.01/2019. The suggestions from the author are that Bank MNC International continues to tighten supervision over the application of e-KYC and endeavor to minimize various obstacles or errors that may occur such as seeking an adequate network and so on in the implementation process."

"ABSTRAKTesis ini memaparkan mengenai dimensi yang membentuk customer experience pada pengguna internet banking dan pengaruh dari customer experience terhadap customer satisfaction, loyalitas dan word-of-mouth pada pengguna internet banking. Dimensi dan pengukuran dari customer experience quality ini menggunakan pengukuran customer experience quality yang dikembangkan oleh Maklan & Klaus (2013). Berdasarkan penelitian terhadap 249 responden pengguna internet banking di Jabodetabek, diperoleh hasil bahwa dimensi moments-of-truth menjadi dimensi yang paling besar dalam membentuk customer experience pada pengguna internet banking. Dari hasil pengujian SEM juga diperoleh hasil bahwa customer experience memiliki pengaruh yang signifikan terhadap customer satisfaction, loyalitas dan word-of-mouth.

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ABSTRACT

This thesis describes the dimensions that formed customer experience in internet banking users and the impact of customer experience to customer satisfaction, loyalty and word-of-mouth of Internet banking users. Dimensions and measurement of this customer experience quality uses customer experience quality measurement developed by Maklan & Klaus (2013). Based on a study of 249 respondents of internet banking users in Greater Jakarta, showed that moments-oftruth becomes the greatest dimension in shaping customer experience in internet banking users. SEM test results also showed that the customer experience has a significant impact on customer satisfaction, loyalty and word-of-mouth."

"Perkembangan teknologi dan informasi pada saat ini mendorong adanyaperkembangan dibidang ekonomi yang dikenal dengan ekonomi digital, Perbankan dalam melakukan pembukaan rekening bagi nasabah menerapkan Prinsip kehati-hatian bank melalui proses Customer Due Diligence (CDD), namun dengan perkembangan teknologi dan perkembangan layanan perbankan, saat ini dikenal prinsip Digital Branch yakni sarana Bank yang berfungsi khusus untuk melakukan proses registrasi nasabah dan pembukaan rekening secara mandiri. Selain itu, akan dibahas mengenai aspek permasalahan yang mungkin timbul dalam proses CDD pada pembukaan rekening yang dilakukan secara digital. Metode yang digunakan dalam penelitian skripsi ini adalah penelitian yuridis normatif. Penelitian skripsi ini merupakan penelitian kepustakaan yang menghasilkan tipologi penelitian deskriptif analitis, hasil daripada penelitian menemukan fakta bahwa PT Bank X Tbk selaku penyedia jasa keuangan dari Layanan Perbankan Digital Produk Tabungan Now dalam hal ini telah berusaha untuk melaksanakan uji tuntas nasabah sesuai berdasarkan POJK APU PPT Sektor Jasa Keuangan dan POJK LPD Bank Umum. Terlepas belum terdapat pengaturan mengenai mekanisme dan penggunaan PIN dan Password dalam transaksi tabungan digital hal ini penting untuk menghindari transaksi nasabah yang mencurigakan.

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The development of technology and information encourages developments in the economic sector known as the digital Economy. Opening Bank accounts for customers, applies the prudential banking principle through the Customer Due Diligence (CDD) process, but with the development of technology and the development of banking services, This is known as the Digital Branch, Bank facility that has a special function to carry out the process of customer registration and opening of accounts independently. Other than that, this thesis also explains about the problems that may arise in the CDD process at opening digital accounts. The method used in this thesis research is normative juridical research. This thesis research is a library research that delivers descriptive- analytical research typology. This Thesis concludes that PT Bank X Tbk as the financial service provider of Digital Banking Services has done its best to apply the CDD procedure based on POJK APU PPT Sektor Jasa Keuangan and POJK LPD Bank Umum. Despite the absence of regulations regarding the mechanism and use of PIN and Passwords in digital savings transactions, it is important to avoid suspicious customer transactions."

"Ketika sebuah pasar mencapai titik jenuh, strategi defensif untuk mempertahankan konsumen menjadi lebih penting daripada strategi offensive seperti memperluas ukuran pasar pasar secara keseluruhan. Dapat disimpulkan bahwa ada dua strategi yang dapat dilakukan oleh perusahaan dalam mempertahankan dan menjaga loyalitas konsumen, yaitu memberikan perceived switching cost harga berpindah yang tinggi atau memberikan pelayanan yang memuaskan konsumen. Pemilihan strategi tersebut perlu ditinjau kembali sesuai dengan perusahaan jasa yang ingin dikembangkan.Penelitian dilakukan untuk mencari bukti empiris bahwa perceived switching cost dapat mempengaruhi kualitas loyalitas konsumen menjadi true loyalty maupun spurious loyalty, yakni sebuah keadaan dimana pelanggan tidak puas tetapi dapat menghasilkan repeat patronage yang tinggi. Timbulnya perceived switching cost tidak hanya dikarenakan oleh persaingan antar perusahaan, tetapi jenis jasa yang berbeda ternyata juga dapat menimbulkan perceived switching cost.

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When a market reached saturation point, a defensive strategy to retaion consumers become more important than creating offensive strategy, such as expanding the size of the overall market. It can concluded that there are two strategies that can be conducted in maintaining and keeping customer loyalty, which to give high perceived switching cost or to provide services in order to satisfy consumers. The consideration on choosing those strategies needs to be reviewed regarding the type of service companies.

The study was conducted to find empirical evidence that perceived switching cost can affect the quality of consumer loyalty in becoming true loyalty or lsquo spurious loyalty, a situation where the customer is not satisfied but has high repeat patronage. The emergence of perceived switching cost is not only caused by the competition between companies, but also caused by the type of the service itself."

"Dipicu oleh disrupsi yang tak kenal lelah dari teknologi digital yang muncul, bisnis dihadapkan pada tekanan untuk beradaptasi melalui transformasi digital. Namun, penelitian tentang transformasi digital dalam konteks ekonomi berkembang seperti Indonesia masih jarang, sehingga menciptakan kesenjangan pengetahuan. Studi ini bertujuan untuk menjembatani kesenjangan tersebut dengan memanfaatkan teori kapabilitas dinamis. Studi ini menggali bagaimana transformasi digital di sektor jasa Indonesia berlangsung untuk mempengaruhi kinerja organisasi, dengan secara khusus mengeksplorasi peran potensial inovasi digital dan pengalaman pelanggan dalam proses ini. Dengan menganalisis data survei dari sampel substansial sebanyak 122 sektor jasa dan menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM) untuk analisis, studi ini menghasilkan temuan penting. Data empiris yang dikumpulkan dari direktur TI, manajer, petugas transformasi, dan karyawan dengan pengalaman kerja lebih dari satu dekade melalui kuesioner mengungkapkan hubungan yang jelas antara transformasi digital dan peningkatan kinerja organisasi. Menariknya, studi ini juga mengidentifikasi inovasi digital sebagai faktor mediasi yang memperkuat efek positif transformasi digital terhadap kinerja organisasi. Lebih lanjut, penelitian ini menegaskan kembali kontribusi independen inovasi digital terhadap peningkatan kinerja organisasi.

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Fueled by the relentless disruption of emerging digital technologies, businesses are pressured to adapt through digital transformation. However, research on digital transformation in the context of developing economies like Indonesia remains scarce, creating a gap in the knowledge.  This study aims to bridge this gap by leveraging dynamic capabilities theory. It delves into how digital transformation in Indonesia's service sector unfolds to influence organizational performance, specifically exploring the potential roles of digital innovation and customer experience in this process. Analyzing survey data from a substantial sample of 122 service sectors and utilizing Partial Least Squares Structural Equation Modeling (PLS-SEM) for analysis, the study yields crucial findings. Empirical data collected from IT directors, managers, transformation officers, and employees with over a decade of work experience through a questionnaire reveals a clear link between digital transformation and improved organizational performance. Interestingly, the study also identifies digital innovation as a mediating factor, strengthening the positive effect of digital transformation on organizational performance. Furthermore, the research reaffirms the independent contribution of digital innovation to improved organizational performance."

"Penelitian ini menilai dampak transformasi digital terhadap kinerja bank sebelas bank di Indonesia—meliputi bank konvensional dan syariah—selama periode dari kuartal kedua tahun 2016 hingga kuartal pertama tahun 2024. Metode kuantitatif, khususnya analisis regresi data panel, diterapkan untuk mengolah data sekunder yang berasal dari laporan keuangan bulanan bank-bank tersebut. Variabel dependen dalam penelitian ini termasuk Capital Ratio, Non-Performing Loan (NPL), Return on Assets (ROA), Return on Equity (ROE), Biaya Operasional terhadap Pendapatan Operasional (BOPO), Financing to Deposit Ratio (FDR), Financing Growth, dan Deposit Growth. Sebagai variabel independen, penelitian ini menggunakan dummy digital dan dummy syariah, ditambah dengan beberapa variabel kontrol seperti ukuran bank, suku bunga, dan pertumbuhan GDP. Hasil analisis menunjukkan bahwa transformasi digital memiliki dampak positif signifikan terhadap Capital Ratio, Financing Growth, dan Deposit Growth, serta BOPO, sementara dampaknya terhadap ROA, ROE, dan NPL adalah negatif signifikan. Temuan serupa juga terobservasi pada bank digital syariah ketika dibandingkan dengan bank digital konvensional, kecuali pada variabel ROE. Penelitian ini memberikan kontribusi penting bagi lingkungan akademis, praktisi perbankan, dan regulator tentang efektivitas transformasi digital di sektor perbankan Indonesia.

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This study assesses the impact of digital transformation on the financial performance of eleven banks in Indonesia—including both conventional and Islamic banks—from the second quarter of 2016 to the first quarter of 2024. A quantitative method, specifically panel data regression analysis, was employed to process the secondary data derived from the banks' monthly financial reports. The dependent variables in this study include Capital Ratio, Non-Performing Loan (NPL), Return on Assets (ROA), Return on Equity (ROE), Operational Expenses to Operational Income (BOPO), Financing to Deposit Ratio (FDR), Financing Growth, and Deposit Growth. The independent variables used are digital and Islamic banking dummies, along with several control variables such as bank size, interest rates, and GDP growth. The analysis results show that digital transformation has a significant positive impact on Capital Ratio, Financing Growth, and Deposit Growth, as well as BOPO, while its impact on ROA, ROE, and NPL is significantly negative. Similar findings were also observed in Islamic digital banks compared to conventional digital banks, except to the ROE. This research provides important contributions to the academic community, banking practitioners, and regulators regarding the effectiveness of digital transformation in the Indonesian banking sector."

"Penelitian ini bertujuan untuk mengidentifikasi dan menganalisis faktor-faktor yang mempengaruhi niat perilaku terhadap adopsi bank digital, terutama ditinjau oleh teori penerimaan teknologi, norma subjektif, konfirmasi keamanan dan risiko Covid-19 yang dirasakan. Model ini dibangun untuk mengevaluasi 9 hipotesis. Penelitian ini menggunakan survei online dan purposive sampling, sehingga 155 responden dikumpulkan dari generasi Z dan Y Indonesia. Kemudian, datadianalisis oleh SEM-PLS dan hasilnya menunjukkan 4 dari 9 hipotesis yang didukung, yaitu perceived usefulness, perceived Covid-19 risk, dan security confirmation tidak secara positif mempengaruhi niat perilaku terhadap adopsi bank digital. Studi ini menemukan bahwa variabel perceived usefulness tidak memediasi hubungan antara kemudahan penggunaan yang dirasakan terhadap niat perilaku dan subjective norms terhadap niat perilaku. Temuan penelitian ini menguntungkan penyedia bank digital dengan memahami faktor-faktor yang dapat meningkatkan kesadaran masyarakat dan meningkatkan atau mengurangi kinerja produk untuk mengevaluasi pendekatan konsumen agar mereka lebih tertarik dalam memilih produk brand. Terlepas dari keterbatasan, diharapkan bahwa hasilnya dapat digunakan untuk perbaikan lebih lanjut dalam subjek. 

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This study aims at identifying and analyzing factors that influence the behavioral intention towards digital banksadoption, particularly reviewed by technology acceptance theories, subjective norms, security confirmation and perceived Covid-19 risk. The model was constructed to evaluate 9 hypothesis. This study uses online survey and purposive sampling, resulting 155 respondents were collected from generation Z and Y of Indonesia. Further, data was analyzed by SEM-PLS and the results demonstrated 4 out 9 hypotheses supported, namely perceived usefulness, perceived Covid-19 risk, and security confirmation does not positively affects behavioral intention towards digital banks adoption. Also, it was found that perceived usefulness does not mediates the relationship between both perceived ease of use towards behavioral intention and subjective norms towards behavioral intention.  The findings of this study benefits the digital bank providers by understanding the factors that can increase societal awareness and enhance or reduce product performance to evaluate consumer approach in order for them to be more interested in choosing brand products. Despite the limitation, it is hoped that the result may be used for further improvement in the subject."