An Analysis of Digital Queuing Systems in Indonesian Banking Services: A Systematic Literature Review

PurposeThe purpose of this paper is to provide a cohesive overview of the available self-service and customer value literature, identify customer value in self-service kiosks (SSKs), and analyze this value from the customer experience perspective.Design/methodology/approachThe study comprises a systematic literature review of available works on customer value.FindingsThe paper presents conclusions on the SSK’s technological forms, presence in industries, and conceptual state. The review also provides a cohesive inventory of customer value elements in SSKs. The in-depth analysis proposes two alternative models of the customer value creation process: linear and circular.Research limitations/implicationsThe study reveals gaps stemming from the inconsistency and fragmented nature of previous research on customer value in SSKs. The gaps are treated as opportunities for future studies.Practical implicationsBy identifying new sources of competitive advantage and new ways to improve customer service strategies and experience management, the findings support managerial decision making at the stages of considering, implementing, and improving SSK networks.Originality/valueThis study is the first to systematically review and provide an inventory of customer value elements in SSKs. It, therefore, offers new perspectives on customer value creation using self-service technology.

ABSTRACTObjective: Participation in leisure activities is beneficial for cognitive functioning of older adults, but it is less known whether it is also beneficial for those with low basic cognitive level. This study examined the reciprocal relationship between participating in leisure activities and cognitive functioning among low and higher literacy level older adults.Method: Respondents aged 60 years and older who participated in both first waves (2005–2006 and 2009–2010) of the Israeli component of the Survey of Health, Ageing and Retirement in Europe (SHARE-Israel) were divided into low (n = 139) and higher literacy level respondents (n = 714). They reported participation in leisure activities and completed measures of cognitive functioning at both waves.Results: Cross-lagged models showed that participation in leisure activities predicted higher cognitive functioning four years later only among older adults with low literacy level. On the other hand, cognitive functioning predicted more participation in leisure activities four years later only among higher literacy level older adults.Conclusions: Participating in leisure activities may be especially beneficial to cognitive functioning among older adults with low literacy level, as their initial low cognitive level allows more room for cognitive improvement than among higher literacy level older adults. Public efforts aimed at increasing participation in leisure activities may therefore target particularly older adults with low basic cognitive level.

This study investigates the influence of service quality dimensions on customer satisfaction regarding the use of self-service kiosks (SSKs) in Brunei. SSKs are a type of self-service technology that allows customers to perform tasks without the assistance of service employees. The research adopts the SSTQUAL scale, which consists of seven dimensions: functionality, enjoyment, security, design, assurance, convenience, and customization. The study also addresses the challenges and concerns associated with SSKs, such as theft and identity theft. Additional security measures to deter theft could make honest customers feel uncomfortable or distrusted, which could also lead to longer waiting times, negating the benefits of SSKs. The data has been collected from 163 respondents who may or may not have used SSKs. The result of this study has revealed that only 2 constructs have a significant impact towards customer satisfaction towards using SSKs in which are considered the most important. Functionality has been found to be the most statistically significant while customers perceive security to be the most important. These findings offer guidance to Brunei's service sector on where to invest in recent technology to improve customer satisfaction and experience.Along with adding to the body of knowledge on self-service technologies and customer satisfaction, the study is relevant to Brunei, a nation undergoing digital transformation and working toward realizing its 2035 vision as it improves understanding of customer behavior in Brunei, which can be used in comparative studies and to better understand cultural influences on technological adoption. From a business perspective, the study helps firms understand the elements impacting customer happiness, enabling them to improve their SSKs and so promote customer satisfaction and loyalty.

Purpose This project report delves into the customer preferences towards banking services provided by Union Bank of India in Guntur. Recognizing the competitive landscape of the banking sector, this study aims to uncover the key factors that influence customer satisfaction and preferences, thereby offering insights for enhancing service delivery. To achieve this, we surveyed 150 customers of Union Bank of India in Guntur, gathering data on various aspects such as demographics, infrastructure, security, technology, and customer service. The analysis was performed using SPSS software, incorporating a range of statistical tests including Cronbach's alpha for reliability, multiple regression analysis, descriptive statistics, and correlation tests. Design/Methodology/Approach: This research adopts a mixed-methods approach, combining quantitative and qualitative data. Quantitative data will be collected via surveys and financial performance analyses of blue economy organizations, while qualitative data will be obtained through interviews with key stakeholders, such as investors, policymakers, and industry experts. This dual approach aims to provide a holistic understanding of sustainable investment behaviors. Findings: The findings reveal that technology, infrastructure, security, and customer service significantly impact customer preferences. Specifically, technological integration in banking services emerged as the most influential factor, highlighting the growing importance of digital solutions in customer satisfaction. Originality/Value: Additionally, infrastructure and security were found to play critical roles in shaping customer preferences, underscoring the need for robust and secure banking environments. Customer service quality also demonstrated a notable influence, affirming the importance of personalized and efficient service in retaining and attracting customers Research Limitations/Implications: This report not only provides a comprehensive analysis of the factors affecting customer preferences but also offers actionable recommendations for Union Bank of India to enhance their service offerings. By prioritizing technological advancements, improving infrastructure, ensuring security, and maintaining high standards of customer service, the bank can better meet the evolving needs of its customers in Guntur. Practical Implications: The insights derived from this study are invaluable for banking professionals, policymakers, and researchers aiming to understand and improve customer satisfaction in the banking sector. This report contributes to the existing body of knowledge and serves as a practical guide for optimizing banking services to align with customer expectations. Social Implications: The evolution of banking services from traditional banking to the digital era has been marked by several key milestones that have fundamentally transformed the industry. Traditionally, banking services were primarily conducted through physical branches, where customers engaged in face-to-face interactions for tasks such as deposits, withdrawals, and loan applications. The introduction of ATMs in the 1960s revolutionized access to cash, providing customers with convenience and flexibility. Keywords: Digital Banking, Mobile Banking, Online Transactions, Fintech Integration, Customer Experience (CX), Personalization

當高齡化社會，加上資源重分配，中產階級因失去競爭力，M型化社會來臨(中央網路報，2007)。隨著國人逐漸重視投資理財，銀行業務也轉型朝向財富管理業務。銀行若藉此提高顧客服務價值，以有效建立其顧客之關係，則銀行不但可獲得較高企業品牌形象，長期將創造更多獲利。 黃逸甫(2004)發現品牌形象對顧客滿意有正向影響。陳冠仰(2009)較高的服務價值認知，則會產生較高的顧客滿意度。陳柏憲(2010)指出，顧客關係正向影響顧客滿意度。華人關係網絡的情感性關係與工具性關係對信任有顯著正向之影響。 本研究對象為目前仍參與投資之銀行財富理顧客為顧客，並採用立意抽樣、滾雪球抽樣二種方式，同步進行紙本及網路問卷施測，共回收有效問卷235份，有效回收率為100%。因事前與銀行財富管理顧客及代為轉發之理財顧問，做過相當詳細的電訪接觸與溝通，故回收率相當高。本研究使用統計軟體SPSS 19.0進行資料分析，驗證各項假設。 研究假設： 一、企業品牌形象對銀行財富管理顧客之顧客滿意度認知上會有顯著影響。 1.企業品牌形象對銀行財富管理顧客在顧客滿意度認知上會有顯著影響。 2.服務價值對銀行財富管理顧客在顧客滿意度認知上會有顯著影響。 二、不同企業品牌形象對銀行財富管理顧客之顧客滿意度認知上會有顯著差異。 三、關係在品牌形象與服務價值對銀行顧客滿意度的影響會有顯著調節作用。 四、顧客滿意度對銀行財富管理顧客在口碑行銷認知上會有顯著影響。 五、不同的人口統計變項之銀行財富管理顧客在企業品牌形象、服務價值、顧客滿意度、口碑行銷與關係認知上會有顯著差異。 研究結果發現：獲得上述研究假設1-4均成立，假設5部分成立之結果。銀行品牌形象知名度的高低及顧客感受到的服務價值程度對顧客滿意程度皆有顯著的影響，銀行財富管理顧客和銀行理財顧問的關係程度也會影響顧客滿意的程度，其顧客滿意程度越高，口碑行銷效果越佳；反之，則越不佳。關係程度越高，則富管理顧客對銀行服務價值的感受程度越低，所以財富管理顧客在關係調節後，重視企業品牌形象反而銀行服務價值更多。 根據上述結果，本研究認為，銀行業在提供理財投資服務時，要必須加強投資理財產品的獨特性、提高理財產品的附加價值，提高顧客滿意度。銀行業應隨時關心理財顧問與財富管理顧之關係，良好的關係會提高財富管理顧客的滿意度，有利銀行各種業務的推展。

One of the cashless transactions implemented by Islamic Commercial Banks in Indonesia is internet banking or Electronic Banking (e-banking). The purpose This study to examine the impact of the implementation of electronic banking (e-banking) on the financial performance of Islamic Commercial Banks in Indonesia. The population of this study consists of all Islamic Commercial Banks in Indonesia from 2013 to 2023. According to the Islamic Banking Statistical Data from the Financial Services Authority (Otoritas Jasa Keuangan) in 2013, there were 11 Islamic commercial banks in Indonesia. Due to mergers of several Islamic banks, this study obtained data from 6 Islamic commercial banks as samples. The research findings indicate that the implementation of Electronic Banking (EB) has a negative effect on Return on Assets (ROA). This result is suspected to be caused by the costs associated with electronic banking services, such as infrastructure, maintenance, and human resources, which require higher expenses compared to the revenue generated from internet banking services. Moreover, the increasing frequency of updates to electronic banking services could potentially lower the bank's profitability (ROA) due to the significant costs associated with updating devices, which in turn reduces income. Overall, the costs incurred by Islamic banks to provide internet banking services involve various large cost components, ranging from system development and maintenance to transaction costs, security, and Sharia compliance. The variables of SIZE, DEPOSIT, NPF, and OEOI have an impact on the performance of Islamic Commercial Banks in Indonesia.

Technology and digitalization are growing and affecting various economic and industrial fields, one of which is banking industry. The presence of technology and the phenomenon of digitalization has directed this industry to a digital transformation process through digital banking. Digital banking was developed to serve customers faster, easier, and in accordance with customer experience, itcan be done completely independently by customers while still paying attention to security aspects through optimizing digital technology systems. The presence of lifestyle integration, automation in banking services is an important aspect that needs attention. Security and customer trust are important for banks, socustomers trust banks as a one-stop service for their financial needs. However, the problem faced in the digital banking era is how fardigital banking can be done by improving the quality of service to customers while paying attention and without compromising transaction security. In addition, there are cyber security issues related to consumer data protection, which until now do not have special regulations to provide legal certainty. The urgency of consumer protection for digital banking services will be assessed using legal research methods with a doctrinal approach contained in primary and secondary legal materials. The purpose of this study is to examine and analyze the developments and legal challenges of digital banking consumer protection in Indonesia. Basically digital banking in Indonesia has regulations but only limited to two things, namely digital banking services and regulations regarding the legal status of the existence of digital banks in Indonesia. For digital banking services, it is regulated in POJK No.12/ POJK.03/2018. Meanwhile, the legal status of the existence of digital banks in Indonesia is regulated in POJK No.12/POJK.03/2021. The challenge of implementing digital banking includes 6 (six) aspects, one of which is customer protection of personal data and the risk of data leakage that does not yet have specific regulations governing it. The principle of effective customer protection in banking law is for common goals and can be implemented, so that each banks can serve and protect customers better without harming other parties.

The presence and application of Islamic banks in Indonesia have been going on for almost three decades, but the development of its business has not been in accordance with the duration that has been passed. At the end of 2016, the growth of Islamic banks reached 19.67 percent with a market share of 5.12 percent. This figure shows an imbalance with the great potential possessed by Indonesia. Several inhibiting factors include limited Islamic products and services, distance to bank locations, high costs for small-volume transactions, limited information, low levels of Islamic financial literacy and inclusion, and long queues in direct transactions. This research was conducted through literature studies and field observations. To analyze the data, three analysis methods were used, namely inductive, deductive, and comparative methods. The inductive method is used to find facts based on specific reasons in order to produce general conclusions. The results of the analysis show low levels of Islamic financial literacy and inclusion, at 8.11 percent and 11.06 percent, respectively. Therefore, innovation is needed to overcome service gaps, one of which is by utilizing information and communication technology through service digitization. Digitization is expected to bring closer relations between Islamic banks and the community in a more efficient, economical, fast and economical way.

The development of the Internet of Things (IoT) has changed the paradigm of banking services by offering innovations in operational efficiency, security and customer experience. Despite this, IoT implementation in the banking sector faces significant challenges related to data security and infrastructure costs. This research aims to explore the impact of implementing IoT in banking services and to identify the opportunities and challenges faced in the current digital era. This research method involves case studies, in-depth interviews, and surveys to analyze the use of smart ATMs, wearable devices, security sensors, and smart queuing systems in various banking contexts. The analysis results show significant improvements in operational efficiency and customer satisfaction, while also highlighting challenges related to data security and implementation costs. The implications of this research include recommendations for further development in IoT technology in banking services, with a focus on enhanced data security and effective implementation strategies.

Abstrak Bank Indonesia memiliki peran penting dalam pertumbuhan perbankan syariah dan pengembangannya di Indonesia. Hal ini dibuktikan dengan adanya peraturan-peraturan Bank Indonesia tentang perbankan syariah, seperti Peraturan Bank Indonesia (PBI) Nomor 8/3/ PBI/2006 tentang Pemberian layanan syariah semakin dipermudah dengan diperkenalkannya konsep office channeling. Office channeling intinya adalah bahwa untuk memberikan layanan syariah bank umum konvensional yang sudah memiliki UUS di kantor pusatnya, tidak perlu lagi membuka Kantor Cabang/Kantor Cabang Pembantu baru melainkan cukup membuka counter syariah dalam Kantor Cabang/Kantor Cabang Pembantu konvensional. Penelitian ini bertujuan untuk mengkaji lebih dalam mengenai implementasi program kerja bank indonesia dalam pengembangan ekonomi dan keuangan syariah Bank Indonesia kota Cirebon. Metode yang digunakan dalam penelitian ini adalah kualitatif dengan memanfaatkan pendekatan yuridis normatif. Teknik pengumpulan data yaitu observasi, wawancara, dan dokumentasi. Hasil penelitian menunjukan bahwa Bank Indonesia mengimplementasikan berbagai program kerja untuk mendukung pengembangan ekonomi dan keuangan syariah, beberapa program kerja yang dilakukan oleh Bank Indonesia di Kota Cirebon yaitu,program Cinta Bangga Paham (CBP) Rupiah, Program Ciayumajakuning Enterperneurship Festival (CEF), Program Bank Indonesia Mengajar, dan Program Semarak Rupiah Ramadan dan Berkah Idul Fitri (SERAMBI) 2023. Pelaksanaan Program Bank Indonesia tentu tidak luput dari kendala. Dalam teknis pelaksanaannya,salah satu program Bank Indonesia Mengajar ini mengalami beberapa kendala terutama pada tahun 2020, mengingat bahwa saat itu, Indonesia bahkan hampir seluruh negara di dunia tengah mengalami pandemi global Covid-19. Partisipasi masyarakat Cirebon menunjukkan minat yang semakin meningkat terhadap layanan keuangan syariah karena nilai-nilai keadilan, transparansi, dan keberlanjutan yang dipegang teguh dalam sistem keuangan ini. Kata Kunci : Program Kerja, Bank Indonesia, Pengembangan, Ekonomi Keuangan Abstract Bank Indonesia has an important role in the growth of sharia banking and its development in Indonesia. This is proven by the existence of Bank Indonesia regulations regarding sharia banking, such as Bank Indonesia Regulation (PBI) Number 8/3/PBI/2006 concerning the provision of sharia services which is increasingly made easier with the introduction of the office channeling concept. The essence of office channeling is that to provide sharia services for conventional commercial banks that already have a UUS in their head office, there is no longer a need to open a new Branch Office/Sub-Branch Office but simply open a sharia counter in a conventional Branch Office/Sub-Branch Office. This research aims to examine in more depth the implementation of Bank Indonesia's work program in developing Bnak Indonesia's sharia economy and finance in the city of Cirebon. The method used in this research is qualitative using a normative juridical approach. Data collection techniques are observation, interviews and documentation. The research results show that Bank Indonesia implements various work programs to support sharia economic and financial development, several work programs carried out by Bank Indonesia in Cirebon City, namely, the Love Proud of Understanding (CBP) Rupiah program, the Ciayumajakuning Entrepreneurship Festival (CEF) Program, the Bank Program Indonesia Teaches, and the Vibrant Rupiah Ramadan and Eid Al-Fitr Blessings (SERAMBI) 2023 Program. The implementation of the Bank Indonesia Program is certainly not free from obstacles. In technical implementation, one of the Bank Indonesia Mengajar programs experienced several obstacles, especially in 2020, considering that at that time, Indonesia and almost all countries in the world were experiencing the global Covid-19 pandemic. The participation of the Cirebon community shows increasing interest in sharia financial services because of the values ​​of justice, transparency and sustainability that are firmly held in this financial system. Keywords: Work Program, Bank Indonesia, Development, Financial Economics

A study of the core areas of AI-driven online services is offered in this present study in the banking sector, with a stronger focus on elevating customer satisfaction. The integration of advanced AI technologies across various banking services—such as smart ATMs, online banking, and net banking—has transformed the customer experience. Smart ATMs use AI to provide specialized services and enhanced security, giving rise to ease of transactions for customers. The real-time financial insights, personalized financial advice, and efficient transaction processing from AI-based online banking are shown to elevate customer satisfaction. Net banking employs machine learning algorithms to analyse spending patterns and financial behaviours for fraud detection and customer experience enhancement. This research also utilized Cronbach's Alpha, regression analysis, and descriptive statistics to evaluate the performance of AI-driven technologies in the banking industry. The results demonstrated increased efficiency across all parameters, ultimately leading to improved customer satisfaction. Through machine learning and data analytics, banks can improve their credit assessments across different variables involving financial history, spending habits, and social behaviour’s. These parameters allow for quicker and highly accurate credit assessments compared to traditional methods, greatly shortening loan approval times and enabling customers to access funds almost instantly. AI is also aiding in personalized lending, whereby financial products are tailored to fit individual needs, consequently improving customer satisfaction levels. Another area where AI is protecting the industry is in fraud detection; it serves to identify simulations of incidents or suspicious trends or patterns, curating an environment for safe lending. In summation, the paper presents how AI in banking is supporting inclusivity, transparency, and better operational efficiency for the benefit of lenders, borrowers, and customer experience at large. Keywords: AI in banking, Customer satisfaction, AI driven solutions, Banking innovation, Digital experience, Personalized banking

Introduction: Health literacy includes the cognitive and social skills which determine the motivation and ability of individuals to access, understand and use information to promote good health. People with lower health literacy do less well in the NHS and are less likely to adopt health self-management strategies than people with higher levels of health literacy. There is no published research exploring the impact that lower health literacy levels have on individuals managing the consequences of musculoskeletal (MSK) disease. This study explored the impact of lower health literacy levels for people living with a MSK disease Methods: Key contacts identified potential participants from Rheumatology clinics, GP surgeries, Colleges and community groups. Participants over 18 years, with a MSK disease and either thought to have lower health literacy or self-identifying as having lower health literacy were included. Participants completed a Rapid Estimate of Adult Literacy in Medicine (REALM) and demographic questionnaire. Semi-structured interviews were audio-recorded, transcribed and analysed thematically. Findings: Nine women and nine men aged 29-82 years participated. This group were predominantly white British, and most completed high school education. Ten participants had a lower level of literacy (i.e. scored Discussion: People with lower levels of health literacy and MSK disease manage complex social and co-morbid medical conditions. Information provided by health professionals is not always useful and many relied on their social networks for support. People recalled that often they had been told that there was nothing that could help their pain or arthritis; it couldn't be cured. This impacted negatively on the incentive for people with lower health literacy to recognise and engage with self-management approaches. To better support people with lower health literacy and MSK conditions to engage with self-management strategies, all agencies need to emphasise the potential benefits and use easily accessible clear messages to communicate these.

For years, while the vast majority of users at the DoD HPCMP MSRC's and DCs were serviced well by batch job queuing systems, a small minority of users, because their computing needs did not mesh well with the batch queuing system paradigm, kept asking for interactive access to the HPC machines. To address this need, in May 2005, the 256 processor ARL MSRC Linux Networx cluster, Powell, was transitioned to interactive use. Since no large HPCMP machine had operated this way before, a new approach that would regulate interactive usage in an automated fashion was needed. In response to that, the ARL MSRC has developed a Web-based reservation tool so that users may make advance reservations for nodes on Powell. This type of reservation system is new and quite different from any other queuing system model currently in use within the HPCMP. With just a batch queuing system, users submit jobs without having any predictable way to know when the jobs will actually run. But since a reservation system provides a means to reserve a specific number of processors at a specified time, users are able to easily plan for demonstrations, exercises or time-sensitive calculations. The reservation tool works in combination with the grid engine queuing system so that users have all the conveniences of a queuing system, provided they have made a reservation on the Web to acquire nodes. Using the queuing system has several benefits, such as starting the job, or jobs, when the reservation starts, generating the machine file for MPI jobs, and providing accounting services. Development of the reservation system has been a learning process for all involved. The objective of this paper is to provide a technical overview of this HPC reservation system. In addition, there will also be a discussion on how the system may be used to meet the demands of various types of research. The development cycle of the reservation system will be discussed, specifically giving a timeline as to when and why various features were added. There will also be a discussion on the operational policies governing the system and the rationale for those policies. The data collected from the system, has been in production for a full year, will be analyzed to show various metrics related to utilization. This data will help to gauge the success of this program thus far

Studies found that customer satisfaction is affected by customers’ waiting time in fast food restaurants. With the introduction of self-service kiosks (SSK) at McDonald’s, number of complaints about long waiting time has been rising. Hence, this research intends to identify the relationship between user experience (UX), perceived waiting time, and waiting environment towards customer satisfaction. Additionally, this research also determines the relationship between UX and waiting environment towards perceived waiting time as well as to investigate behavioural intention upon customer satisfaction and perceived waiting time. 161 survey questionnaires were collected at McDonald’s Parit Raja. Findings reveal UX and waiting environment affect customer satisfaction, however, perceived waiting time showed no effect to customer satisfaction. While UX and waiting environment affect perceived waiting time, and lastly perceived waiting time and customer satisfaction affect behavioural intention. Nevertheless, sample size of this study was limited and not sufficient to represent the population. Future research should include more areas in Malaysia and adopt mixed research method which compares SSK and queuing system. This paper provides insight for service sector to better understand the determinants of customer satisfaction and behavioural intention after implementing SSK in fast food restaurant.

Purpose: This study examines the gap between residential customers' expected and real experiences with self-service kiosks from the perspective of a major Malaysian electrical service provider. Theoretical framework: The comparative study of customers’ expectations and real experiences using the self-service kiosk is excessive in various sectors like banking and transportation but limited in the energy sector in boosting customer engagement and leading to customer satisfaction. Design/Methodology/Approach: Using a stratified sample approach based on a sampling frame given by a Malaysian utility provider, survey questions were disseminated online to residential customers who have used self-service kiosks. Findings: The findings demonstrate that customers' expectations and real experiences significantly differ with a few variables, such as secure/privacy, design, and convenience. However, the effect sizes were small. Moreover, some individual items in several factors like enjoyment, secure/privacy, design, convenience, and customization also showed significant differences. Practical implications: The findings shed light on the energy sector and give Malaysian power providers, in particular, identifying the gap between customer expectations and actual self-service kiosk experiences. With this information, the firm can close the gap and manage customer experience to increase customer satisfaction. Originality/Value: This study expands the investigation of self-service technology (SST) service quality by analysing the gap between the expectations and actual experiences of residential consumers utilising the SST self-service kiosk offered by Malaysia's major energy service provider. This study assists the company in closing the gap and enhancing the offerings of self-service kiosks to boost customer satisfaction and manage customer experience.