CUSTOMER SATISFACTION TOWARD DIGITAL BANK SERVICES IN INDONESIA
The proliferation of technological advancements and the widespread adoption of smartphones has significantly impacted the shift from traditional offline transactions to online. The necessity for individuals to conduct financial transactions at their convenience and from any location has prompted banks to adjust their services accordingly. This research employs digital banks in Indonesia as the subjects of investigation, specifically focusing on the digital bank with the highest number of downloads and usage among Indonesian users. This research utilizes a quantitative approach and collects data from a sample of 413 participants by administering an online questionnaire. All participants in the study have prior experience with digital banking applications. This study aims to examine the various elements that impact user satisfaction with digital bank applications and the extent to which each component contributes to users' satisfaction levels. This study examined the many elements associated with utilizing Service Quality, Quality Systems, Security, Performance Expectations, Trust, Design Application, and Bank Image. The present study utilized Partial Least Squares Structural Equation Modeling (PLS-SEM) as the analytical approach, with the data being analyzed using the SmartPLS software application. All variables, except for quality system and security, exhibit a positive and statistically significant impact on satisfaction. Furthermore, these three variables demonstrate a positive and statistically significant influence on brand image. Furthermore, it has been found that satisfaction has a noteworthy and substantial impact on customer satisfaction. This study is anticipated to support Digital Bank in enhancing and optimizing its banking applications and services, fostering continuous improvement in customer satisfaction and brand image.
Digital Banking, Electronic Banking Services, Customer Satisfaction, Brand Image, Banking Industry.