DAMPAK LAYANAN DIGITAL BANKING TERHADAP NASABAH
Abstract
Tujuan utama dari penelitian ini adalah untuk mengetahui dampak layanan perbankan digital terhadap Nasabah. Penggunaan teknologi digital telah sangat bermanfaat bagi banyak Nasabah terutama yang terlibat dalam melakukan pembayaran rutin. Dengan demikian, ia memainkan peran penting dalam perekonomian karena memfasilitasi penyaluran dana dari unit surplus ke unit defisit. Kajian tersebut bertujuan untuk mengetahui dampak layanan bank digital terhadap Nasabah. Terutama berfokus pada penentuan sejauh mana Nasabah telah mengakses rekening bank digital, layanan pinjaman, dan layanan perbankan digital lainnya. Probability sampling secara khusus purposive sampling dalam memperoleh informasi dari pengguna layanan perbankan digital. Penelitian ini berkontribusi pada literatur yang ada tentang layanan perbankan digital dengan memberikan wawasan tentang dampak layanan tersebut terhadap Nasabah Tujuan khusus dari penelitian ini juga menunjukkan bahwa hal itu dapat memberikan informasi baru tentang sejauh mana Nasabah mengakses berbagai jenis layanan perbankan digital. Penelitian ini menggunakan pendekatan strategi analisis data campuran, yakni studi kasus dengan pendekatan analisis kuantitatif dan kualitatif secara deskriptif dengan sumber pengumpulan data primer dan sekunder digunakan dalam pengumpulan informasi dari responden. Studi ini menemukan bahwa digitalisasi layanan perbankan berdampak positif bagi Nasabah dengan mengurangi waktu dan biaya dalam mengakses layanan bank serta meningkatkan privasi bagi nasabah, akhirnya diketahui bahwa Nasabah dengan mudah mengakses rekening bank, layanan pinjaman, dan layanan perbankan digital lainnya. Berdasarkan temuan penelitian ini, direkomendasikan agar bank terus berinvestasi pada layanan perbankan digital untuk meningkatkan pengalaman nasabah dan meningkatkan efisiensi. Selain itu juga direkomendasikan agar lembaga bank dan keuangan untuk lebih meningkatkan kesadaran kepada Nasabah tentang cara menggunakan layanan perbankan digital.
References
Aguayo, F and Slusarczyk, B. (2020). Risks of Banking Services’ Digitalization: The Practice of Diversification and Sustainable Development Goals. South Africa: North-West University.
Allience for Financial Inclusion (AFI). (2019). Final Draft - Policy Model on Consumer Protection for Digital Financial Servic. Allience for Financial Inclusion; 1-31.
Al-Raddadi, M and Pawa, S. (2019). Impact of digitization on the banking sector-A case study of Riyad Bank. Saudi Arabia: Abdul Rahman University.
Anagnostou, P., Capocasa, M., Milia, N and Battaggia, C. (2015). Reseach Data Management. Research gate, 10(3); 137-140.
Bostrom, A and Anderson, J. (2019). Digitalization Strategies in the Banking Industry. Sweeden: Umea School of Business.
Brock, M and Figat, M. (2021). Best Money Transfer Apps. California: Dot Dash.
Davis, F. D. (1989). "Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology". MIS Quarterly, 13(3), 319-340.
Fishbein, M and Ajzen, I. (1975). Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research. JSTOR, 2(3); 173-191.
Gorgani, G. (2016). The effect of e-banking on bank customers’ deposits. International Journal of Humanities and Cultural Studies (IJHCS),1(1); 2231-2246.
James, K., Wolf, R., and David, W. (2020). Cybersecurity in a Digital Era. New York: McKinsey and Company.
James.P. H and Murnan, J. (2004). Research Limitations and the Necessity of Reporting Them. American Journal of Health Education, 35; 66-67.
Kato, C. (2019). Legal Framework Challenges to E-banking in Tanzania. PSU Research Review, 3(2); 101-110. https://doi.org/10.1108/PRR-06-2018-0016.
Knatterud., G. L., Rockhold, F., George, S., Barton, F., Davis, C., Fairweather, W., Honohan, T., Mowery, R and Oneill, R. (1998). Guidelines for quality assurance in multicenter trials. Controlled Clinical Trials, 1(19); 477-493.
Kombo, F., Koraus, A and Belas, J. (2016). Electronic banking security and customer satisfaction in commercial banks. Journal of Security and Sustainability, 5(3); 411- 422.
Kothari, C. (2006). Research methodology, mehtods and techinques. New Delhi: Willey Eastern limited.
Lewis, M. K. (1992). Modern Banking in Theory and Practice. Revue Economiqué, 43 (2); 203 – 277.
Litvishko, O., Beketova, K., Akimova, B, Azhmukhamedova, A and Islyam, G. (2020). Impact of the Digitalization Economy on Banking Sector. Russia: Russian University of Economics.
Lushi, A. (2014). Study Services Quality and Customer Satisfaction in E-Banking: A case of CRDB Bank- Waterfront Branch, Dar Es Salaam. Tanzania: Mzumbe University.
Meena, R and Parimalarani, G. (2020). Impact of Digital Transformation on Employment in Banking Sector. India: Alagappa University.
Moghni, H., Nassehifar, V and Nategh, T. (2020). Designing Model for Quality Services In Digital Banking. Iran: Islamic Azad University.
Mustafa, R., Ahmad, M., Zahid Iqbal, M and Ikramullah, M. (2020). Organizational Structure and Project Success: The Mediating Role of Knowledge Sharing. Pakistan: COMSATS University Islamabad.
Naveen, M., Sivapalan, A., Konalingam, K and Ratnam, U. (2017). Enhancing Customer Loyalty Through E-Banking Practices. Sri Lanka: University of Jaffna.
Ngando, K. (2017). Effects of Technology Innovation on Commercial Bank Performance in Tanzania. Tanzania: Open University of Tanzania.
Omariba, Z., Masese, N and Wanyembi, G. (2012). Security and privacy of Electronic Banking. International Journal of Computer Science Issues,9 (4); 1-15.
Ortstad, R and Sonono, B. (2017). The Effects of the Digital Transformation Process on Banks’ Relationship with Customers. Sweeden: Uppsala University.
Pappu, R and Saranya, G. (2018). Digital Banking Services: Customer Perspectives. Journal of Emerging Technologies and Innovative Research (JETIR), 5(12); 306-311.
Pasola, J and Reixach, A. (2001). The Effects of Information and Communication Technologies on the Banking Sector and the Payments System. Girona: Girona and Ubiversity.
Piirainen, L. (2017). Digitalization of the financial sector and change management. Denmark: Oulu University of Applied Sciences.
Porkelsson, S. (2017). Digitalisation in consumer banking. India: Reykjavik University.African Development Bank. (2015). African Development Bank Group Annual Report. Lusaka, Zambia: African Development Bank Group.
Revathi, P. (2019). Digital Banking Challenges and Opportunities in India. India: Dr.N.G.P. Arts and Science College (Autonomous).
Robinson, K., Saldanha, I and Mckoy, N. (2011). Framework for Identifying Research gaps. United States of America: Johns Hopkins University.
Saunders, M., Lewis, P and Thornhill, A. (2009). REsearch methods for business students fifth edition. British: Pitman Publishing imprint in 1997.
Schweizer, A. (2019). Digitalization in the Financial Services Industry: Fostering Innovation Through Fintechs and Blockchain Technology. Bayreuth: University of Bayreuth.
Sharma, P. (2019). Impact of digitization on transaction banking in Financial Industry.United Kingdom: Leeds University Business School.
Taylor, S., & Todd, P. A. (1995). "Understanding Information Technology Usage: A Test of Competing Models". Information Systems Research, 6(2), 144-176.
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). "User Acceptance of Information Technology: Toward a Unified View". MIS Quarterly, 27(3), 425-478.
Weiss, T and Ndemo, B. (2017). Making Sense of Africa's Emerging Digital Transformation and its Many Futures. Africa Journal of Management, 3(3); 21-34.
Zafa, Z, Saleem-ur-Rahman and Kashif, R. (2011). Impact of online service quality on customer satisfaction in banking sector of Pakistan. African Journal of Business Management, 5 (30);11786-11793.
2.png)
