CUSTOMER PERCEPTIONS OF DIGITAL BANKING SERVICE QUALITY AMID TECHNOLOGICAL TRANSFORMATION
DOI:
https://doi.org/10.36085/jamekis.v8i2.8463Abstract
This study analyzes customer perceptions of digital banking service quality in the era of rapid technological transformation. A qualitative phenomenological approach was employed, involving in-depth interviews with 18 customers and focus group discussions in Jakarta and Surabaya. Results indicate that transaction security is the dominant satisfaction factor (89% of respondents), followed by application usability (68% among younger users) and customer service responsiveness (72% reported complaints). Additional insights reveal expectations for fintech integration and personalized features. The study offers practical recommendations: improving interface design, bolstering digital security, optimizing technology-driven customer service, educating less tech-savvy customers, and enhancing regulatory oversight
References
Alalwan, A. A., Dwivedi, Y. K., Rana, N. P. P., & Williams, M. D. (2016). Consumer adoption of mobile banking in Jordan: Examining the role of usefulness, ease of use, perceived risk and self-efficacy. Journal of Enterprise Information Management, 29(1), 118–139. https://doi.org/10.1108/JEIM-04-2015-0035
Braun, V., & Clarke, V. (2019). Thematic analysis revised. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Ishtiaq, M. (2019). Book Review Creswell, J. W. (2019). Research Design: Qualitative, Quantitative and Mixed Methods Approaches (4th ed.). Thousand Oaks, CA: Sage. English Language Teaching, 12(5), 40. https://doi.org/10.5539/elt.v12n5p40
Khan, W. A., & Abideen, Z. U. (2023). Effects of behavioural intention on usage behaviour of digital wallet: the mediating role of perceived risk and moderating role of perceived service quality and perceived trust. Future Business Journal, 9(1), 1–15. https://doi.org/10.1186/s43093-023-00242-z
Kumar, V., & Shah, D. (2004). Building and sustaining profitable customer loyalty for the 21st century. Journal of Retailing, 80(4), 317–329. https://doi.org/10.1016/j.jretai.2004.10.007
Laukkanen, T. (2016). Jurnal Riset Bisnis Adopsi konsumen versus keputusan penolakan dalam inovasi layanan yang tampaknya serupa : Kasus internet dan mobile banking.
Parasuraman, A., Details, P. author, & ; Zeithaml, Valarie A; Berry, L. L. (2017). Servqual: A Multiple-Item Scale For Measuring Consumer Perc - ProQuest. Journal of Retailing, 9(10), 1–13. https://www.proquest.com/openview/7d007e04d78261295e5524f15bef6837
Sasono, I., Jubaedi, A. D., Novitasari, D., Wiyono, N., Riyanto, R., Oktabrianto, O., Jainuri, J., & Waruwu, H. (2021). The Impact of E-Service Quality and Satisfaction on Customer Loyalty: Empirical Evidence from Internet Banking Users in Indonesia. Journal of Asian Finance, Economics and Business, 8(4), 465–473. https://doi.org/10.13106/jafeb.2021.vol8.no4.0465
