TRANSFORMASI DIGITAL PADA INDUSTRI PERBANKAN DAN DAMPAKNYA TERHADAP PELAYANAN NASABAH
DOI:
https://doi.org/10.71282/jurmie.v3i7.2341Keywords:
Digital Transformation, Banking, Customer Service, Financial TechnologyAbstract
Digital transformation has become one of the primary strategies adopted by the banking industry to address technological advancements and changing customer behavior. This study aims to analyze the implementation of digital transformation in the banking industry, examine its impact on customer service, and identify the benefits and challenges arising from the digitalization process. This research employs a qualitative method using a library research approach by collecting data from scientific journals, articles, books, official reports, and other credible sources. The findings indicate that digital transformation in banking is implemented through various innovations, including mobile banking, internet banking, artificial intelligence (AI), big data analytics, and digital customer onboarding. These technologies have generated positive impacts such as 24-hour service accessibility, improved transaction speed and efficiency, enhanced customer satisfaction, and reduced operational costs. However, digital transformation also presents several challenges, including cybercrime threats, personal data breach risks, high technology investment costs, human resource adaptation, and regulatory compliance. Therefore, optimization strategies are required through strengthening information security systems, improving digital literacy, developing customer-oriented service innovations, and fostering collaboration with financial technology companies to support successful digital transformation in the banking sector.
Downloads
References
Abdul Jalil Amra. Kepuasan Nasabah : Pendekatan Transformasi Digital Study Kasus Pada PT. BCA Finance Makassar. (2025). Capacity Journal of Amkop, 3(1). https://doi.org/10.37531/amzsmw74
Agustiawan, D. A. (2024). Digital banking transformation: AI enhances efficiency and customer experience seminar perspective industry. WACANA: Jurnal Ilmiah Ilmu Komunikasi, 23(1), 191–200. https://doi.org/10.32509/wacana.v23i1.4130
Amal, A. U., Akbar, M., & Arianto. (2026). Interpersonal communication customer service and customers in improving service at the BNI Bank Office, Makassar Branch. Indonesia Berdaya, 7(1), 89–98. https://doi.org/10.47679/ib.20261347
Bagas Dwi Arifin, & Muhammad Iqbal Fasa. (2024). Transformasi Digital Era Industri 4.0 Revolusi Layanan Yang Mengubah Lanskap Perbankan Syariah Di Indonesia. Jurnal Manajemen, Akuntansi Dan Logistik (JUMATI), 2(4). Retrieved from https://ciptakind-publisher.com/jumati/index.php/ojs/article/view/208
El Madja, N. M., & Putri, A. H. A. (2026). Integrasi Transformasi Digital dan Strategi Komunikasi Perbankan dalam Meningkatkan Efisiensi Layanan dan Loyalitas Nasabah. Jurnal Ilmiah Akuntansi Publik, Manajemen Dan Perbankan, 2(1), 160–175. https://doi.org/10.61166/jiapmp.v2i1.27
Gustiara, G., Nursitta Fathya, N., & Indah Lestari, N. (2026). Implementasi Open Banking Dalam Transformasi Digital Perbankan Di Indonesia: Studi Literatur. Jurnal Ilmu Ekonomi Dan Bisnis, 4(1), 57–62. Diambil dari https://ejournal.pkmpi.org/index.php/ijess/article/view/283
Ho, H., Han, S. M., Cha, J., & Pham, L. (2025). Mobile banking customer satisfaction and loyalty: The roles of technology readiness. Journal of Risk and Financial Management, 18(7), 403. https://doi.org/10.3390/jrfm18070403
Husni Shabri. (2022). Transformasi Digital Industri Perbankan Syariah Indonesia . El-Kahfi | Journal of Islamic Economics, 3(02), 228-234. https://doi.org/10.58958/elkahfi.v3i02.88
Masruroh*, N., Azalia, I. D. ., Jannah, M. ., & Anggraini, J. C. . (2024). Literasi Sistem Tranformasi Digital Dalam Optimalisasi Layanan Nasabah : Digital Transformation System Literacy In Customer Service. JAMAS : Jurnal Abdi Masyarakat, 2(1), 406–412. https://doi.org/10.62085/jms.v2i1.88
Pandawa, R. Y. (2024). Pengaruh kualitas layanan dan fomo terhadap minat penggunaan bank digital di indonesia dengan kepercayaan sebagai variabel moderasi. AKADEMIK: Jurnal Mahasiswa Ekonomi dan Bisnis 5(1). https://doi.org/10.37481/jmeb.v5i1.1226
Rizieq, M. (2024). Transformasi layanan perbankan dari antrian panjang menuju banking in your pocket. BanKu: Jurnal Perbankan dan Keuangan, 5(2), 76–89. https://doi.org/10.37058/banku.v5i2.13217
Sekar Sani. Peran Transformasi Digital terhadap Peningkatan Profitabilitas Bank di Indonesia. (2025). An-Najah: Journal of Islamic Economics, 1(01), 352-360. https://jurnal.almaidah.or.id/index.php/JNIE/article/view/41
Serly Maharani, & Moiling Sari. (2025). Transformasi Digital dalam Layanan Perbankan Menyongsong Era Baru Keuangan Digital. Jurnal Bisnis Dan Manajemen (JURBISMAN), 3(1), 135–150. https://doi.org/10.61930/jurbisman.v3i1.1012
Susanti, I. (2023). Pengaruh kualitas layanan dan citra merek terhadap kepuasan nasabah bank syariah di Garut. Jurnal Perbankan Syariah 1(2), 38–44. https://doi.org/10.62070/persya.v1i2.12
Ulfa, M., & Fasa, I. Q. (2024). Strategi marketing bank syariah di era digital. Jurnal Manajemen, Akuntansi dan Logistik, 2(3), 1–21. https://doi.org/10.55883/jiemas.v3i1.53
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Putri Fatimah, Nauval Khair, Moh. Hanafi, Achmarul Fajar (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
