Digital Banking Research Articles

Influence of digital finance service worth on customer satisfaction in Nepal

Customer satisfaction is a major factor to sustain competitive advantage in the present dynamic and competitive environment for the organisations. The present research work is conducted to find how customers of Nepalese banks are happy with online banking system. Primary data is collected through the questionnaire developed from SERVPERF model on 5-point Likert scale. A sample sizes of 335 total respondents taken as for data collection. The research is descriptive, causal comparative in nature. Variables included in the study are tangibles, reliability, assurance, responsiveness, empathy as exogenous variables and customer satisfaction with e-banking service quality as endogenous variable. The data analysis were performed through the techniques:- descriptive statistics, correlation, multiple regression.Results of the study showed influenceof independent variables in all categories is positive and significant on dependent with R2 value of 0.627 which means 62.7% change in endogenous variable is due to exogenous variables and rest 37.3% is due to the other factors outside the model. Study shows that customers of Nepal are appropriatelycontended with the digital banking system in Nepalese banks. Assurance have been found as highest determining factor for customer satisfaction in e-banking services in Nepal followed by reliability and empathy.

ANALYSIS OF CONTINUE USAGE INTENTION OF BLU BCA DIGITAL IN JAKARTA

Blu BCA is one of an example of Digital Banking service owned by PT BCA Digital, which was developed to make it easier for customers to make financial transactions online. This study integrates perceived risk and perceived usefulness into UTAUT theoretical model to address this gap by using empirical research used a non-probability sampling method. A total of 200 respondents from user Blu BCA where they have used Blu BCA for at least 3 months. The study reveals that Social Influences, Facilitating Condition, and Perceived Usefulness influences Continuous Usage Intention whereas Perceived Risk is not influences Continuous Usage Intention

Interpreting the Post-Epidemic Banking Sector from a Game Theory Perspective Using Silicon Valley Bank as an Example

Overview of the trend in the banking industry after the epidemic, regarding the rise of digital banking (neobanking) and customers investment behavior a low-risk portfolio is what most people prefer. The trend of moving business from bank branches to online is a remarkable evolution during COVID-19 and is likely to be the future operation mode of the banking industry. From the general view of the banking industry to the specific bank, a case study of Silicon Valley Bank (SVB) is employed to explain the relationship between game theory and bank run. This paper focuses on identifying the failure of SVB through the discussion of economic aspects such as fund rate hikes and applying game theory and higher-order beliefs to SVBs case. It finds out that the unique equilibrium for players is a bank run, which needs sound policy and tangible action from authorities to reduce its negative impact on customers and other financial institutions. SVBs bankruptcy does not trigger another major financial crisis, but the severity of the bank run still needs to be taken seriously.

DIGITAL BANK LEGAL CHALLENGES: SECURITY PROTECTION AND LEAKAGE OF CUSTOMER PERSONAL DATA

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.

Perceived Usefulness, Experience and FinTech Acceptance in Pakistan: An Economic Analysis

FinTech is an innovative digital financial solution that rapidly invade the banking and financial markets. It moves the world economy into digitally design technology known as palm technology. However, the acceptability of new blockchain based technology in this new era of digital economy face multiple challenges for customer acceptance. The backbox is much clear and need to fill the gap until now. Furthermore in many platforms it is misunderstood till now need the quantitative research to elaborate the economic effect of FinTech with blockchain technology. In this paper estimate blockchain usability for investigate the elements of trust has an impact on customers' willingness to use blockchain digital banking funds management and its economical impact on GDP growth of country. Methodology use in this paper to investigate the FinTech acceptance in the mind of users quantitative research. Questionnaire filled by the target audience to get the primary data. Moreover, in this research paper Smart PLS4 used to obtain finding of research. In this research study the proposed new investigation model help to solve the complexity of technology: The Technology acceptance Model (TAM) with newly introduced Several blockchain-related variables technology adoption charters such as experience, trust, socio-culture. The survey was conducted among the users that helps to identify the variables impact of users and their intention. The finding of this research indicates the powerful construct, (experience and trust) that encourage the FinTech institutions to adopt the application based on blockchain technology. The experience of customers encourage the trust and adoption of blockchain technology applications. The business societies and government institutes put efforts for enhance the users trust that helps to accept the blockchain technology and its based FinTech applications for banks and financial institutions.

Digital financial market architecture

The Russian Federation is one of the world leaders in financial technologies used in various segments of the financial market. The digitalization of the payment system, the development of digital banking and other fintech solutions are fundamentally transforming the architecture of the financial market. Undoubtedly, the digital financial market is being formed on the basis of the existing and proven architecture for decades. However, the changes associated with digitalization will naturally lead to its progressive transformation.The digitalization of the financial market will allow uniting its separately existing parts into a single organizational structure, forming a single centralized digital market. The formation of a single digital space will make it possible to erase the boundaries between financial market segments.The research methodology is based on general scientific dialectical methods (analysis and synthesis, deduction and induction). The purpose of the article is to acquaint the reader with the natural transformations of the financial market, which radically change its architecture and lead to the formation of a single digital financial market.

The Digital Banking Revolution in India: How Retail Customers and Banks Are Interacting in the Digital Era

The digital banking revolution has driven a revolutionary transformation in India's banking sector. This change, which modifies the nature of interactions with financial institutions, is the consequence of several factors coming together, including growing smartphone usage, extensive coverage of mobile networks, incorporation of cutting-edge digital technologies, and proactive government initiatives. The study employed a descriptive research design to examine the digital banking revolution in India and comprehend the interactions between retail customers and banks. The development of digital banking in India was covered by secondary data that was obtained from financial reports, industry publications, government publications, and scholarly journals. Potential biases in chosen data, differences in data collection techniques, and the intrinsic lack of control in secondary data analysis were among the limitations. The paper traces the history of digital banking in India, starting with ATMs in the 1980s and ending with the revolutionary Unified Payments Interface (UPI) in 2016. Analysis is done on the variables influencing the growth of digital banking, including rising smartphone adoption, wider mobile network coverage, and government initiatives. An in-depth analysis of two government initiatives, e-KYC and UPI, demonstrates their revolutionary potential to advance financial inclusion, streamline account opening procedures, cut expenses, and broaden financial accessibility. The integration of e-KYC and UPI has significantly altered the digital banking environment in India, promoting uptake, enhancing financial literacy, and quickening economic expansion. These initiatives have the potential to significantly influence how banking and financial services are shaped going forward, especially as India moves closer to becoming a digital economy.

The role of perceived security and social influence on the usage behavior of digital banking services: An extension of the technology acceptance model

The goal of this research is to identify the variables influencing individual commercial bank customers’ intentions to use digital banking services. Digital banking is a relatively emerging research context that helps to complement and clarify marketing structures more clearly when combined with different factors to reflect convenience, usefulness, and distinct digital experiences for customers, thereby enhancing brand value for banks. Collecting data from 400 customers of banks in Vietnam is done through an online survey to ensure safety during the epidemic season. Data are analyzed according to the procedure from Cronbach's Alpha test, EFA to CFA, and tested by the SEM model. The results show that the perceived security factor has the most substantial influence on customers' behavioral intentions, thereby driving their actual behavior. Additionally, the usefulness, simplicity, and social influence of behavioral intentions for digital banking services all stimulate customer behavior. In the digital environment, this study suggests that following social phenomena and ensuring customer information security and transactions are extremely important. The results lead to shaping a culture-technology acceptance model based on TAM. That provides important insights and implications for the theoretical underpinnings of security perception, social influence, and usage behavior, such as how they are formed, roles, and relationships interrelationships between them in the digital environment.

FINANCIAL INCLUSION IN THE USE OF DIGITAL BANKING SERVICES IN JAKARTA

Financial inclusion involves providing access to safe, convenient and affordable financial services for other disadvantaged and vulnerable groups, including low-income, rural and undocumented communities, who have been underserved or excluded from the formal financial sector. One of the services is provided by the bank to support the smooth and easy banking activities such as in transactions and other activities. This study aims to investigate and find empirical evidence about Financial Inclusion in the Use of Digital Banking Services in Jakarta. The population of this study is people who have digital banking mobile banking services who are already working and domiciled in DKI Jakarta, while the object of research is limited to Financial Knowledge, Financial Literacy, and Financial Inclusion. The sampling technique used purposive random sampling. The primary data is getting from questionnaire distributed and filled out by respondents. Data analysis was carried out using SmartPLS software, where two categories of tests were carried out, namely the outer and the inner model tests. The results show that Financial Knowledge influenced on Financial Literacy, Financial Literacy significantly influenced on Financial Inclusion, Financial Knowledge significantly influenced on Financial Inclusion, and Financial Literacy significantly enable to mediate the influence of Financial Knowledge on Financial Inclusion.

Cleaning Russian oil industry for energy resource exploration and industrial transformation towards zero carbon green recovery: Role of inclusive digital finance

This study is inspired by the pressing need to deal with environmental problems inherent to Russia's oil sector and simultaneously encourage progress toward a zero-carbon green recovery. The current relevance of this work is highlighted by using the present perfect tense. Russia is crucial to fighting climate change and fostering sustainable development as a significant energy market player. Therefore, this study examines how inclusive digital finance has helped Russia's oil sector grow. It seeks to determine how broad digital banking, fintech, and electronic payment systems may assist the Russian oil business in becoming more sustainable. An empirical analysis of secondary data will determine whether digital financial tools have promoted eco-friendly operations, reduced carbon emissions, and improved environmental performance. By examining digital financial activities, the research hopes to help the Russian oil industry balance economic development and environmental sustainability. This study reaffirms the importance of inclusive digital finance as a driving force in transforming the Russian oil sector, reducing its negative environmental impact, and setting it on a course that aligns with the zero-carbon green recovery imperative. A study found that inclusive digital financing measures in the Russian oil sector may expedite its zero-carbon, green recovery and enable sustainable energy resource development. This policy change will reduce environmental impact and boost sector development and innovation.

Pengaruh Pemahaman Bertransaksi, Kemudahan, Dan Manfaat Dalam Menggunakan Webform BSI Terhadap Kepuasan Nasabah Di BSI

With changes in Bank Syariah Indonesia digital transaction, the mindeset of customers and bank employees needs to be changed to improve themselves in using digital banking facilities, so learning about this requires understanding, convenience, and the benefits of using digital banking in order to create satisfaction in use. This study aims to determine the understanding, convenience, and benefits of using the Webform BSI on customer satisfaction at BSI. This research uses quantitative research method and uses IBM SPSS version 26 as a test tool to assist data processing and data collection. This study uses a sample of FEBI IAIN Kudus 2020-2022 students who have savings at BSI by using an accidental sampling technique, namely a sampling technique where anyone who meets the resercher by chance and can be used as a sample, people who happen to be found are suitable as data source. The results of this study indicate that understanding of transactions using the Webform BSI partically affects customer satisfaction. The ease of using the Webform BSI partically does not affect customer satisfaction. The benefits of using the Webform BSI partically affect customer satisfaction.

Ketersediaan Fitur Sebagai Pemoderasi Pengaruh Persepsi Kepercayaan dan Persepsi Manfaat terhadap Penggunaan Digital Banking

The discussion in this study is about customer perceptions of using digital banking after the COVID-19 pandemic. The implications of the research are the availability of features as a moderator of the influence of perceived trust and perceived benefits on the use of digital banking after the COVID-19 pandemic. The population used in this research were PT Bank Syariah Indonesia (Bank BSI) KCP Padang Bulan Medan customers. A total of 102 respondents were selected based on multivariate analysis. The data obtained were processed using SPSS 23. The research methods used were the Instrument Test, Classical Assumption Test, and Hypothesis Test. This research shows that perceptions of trust do not influence the use of digital banking after the Covid-19 pandemic. Meanwhile, perceived benefits influence digital banking after the Covid-19 pandemic. The availability of features also makes it easier to interact between trust and benefits of using digital banking after the Covid-19 pandemic. For further discussion, you can use an expanded research sample and explore other variables to assess customer perceptions of digital banking.

Using Mixed Method to Understand Customer Experience With Digital Banking Services

The purpose of this study is to employ a novel mixed method to better understand the differences in the customer service experience of the digital banking services in South Korea and the Philippines. Data mining techniques and customer journey mapping analysis were utilized to understand the proposed issues. The results indicate that there are four critical significant points of digital banking services between South Korea and the Philippines including the number of touchpoints, speed of results, registration requirements, and touchpoint deviations. Potential causes and implications are discussed in this article. The contribution of this study is using mixed approach to understand the issues which related to bank marketing in the digital era. Additionally, this study also enriches the investigations of customer service experience in banking across different countries. Overall, the findings of this study benefit the development of digital banking services, especially in the Asia Pacific countries.

Problematika dan Perkembangan Perbankan Syariah di Indonesia dalam Era Globalisasi

This research aims to analyze the problems and development of sharia banking in Indonesia in the context of globalization. Sharia banking in Indonesia has experienced significant development during the era of globalization. Globalization is a process of international integration that occurs due to the exchange of world views, products, thoughts and other cultural aspects. The progress of transportation and telecommunications infrastructure, including the emergence of the telegraph and the Internet, is a major factor in globalization which increasingly encourages interdependence of economic and cultural activities. The era of globalization has brought changes to the world economic order and presented challenges and opportunities for sharia banking. However, with the development of sharia banking, various problems and challenges have arisen that need to be overcome, the central problem is the lack of socialization and education to the community, as well as competition with conventional institutions which is also a challenge for sharia banking in Indonesia. The analysis method used by the author is a qualitative approach. The results of the research in this journal are the innovation of Islamic banking products, developing digital banking and increasing human resources as a strategy for the development of Islamic banking in Indonesia in the era of globalisation.

Study On Digitalization Of Banking In Rural Areas Of Haryana

Study On Digitalization Of Banking In Rural Areas Of Haryana

PENGARUH MAKROEKONOMI DAN KINERJA KEUANGAN TERHADAP NILAI PERUSAHAAN BANK DIGITAL SELAMA PANDEMI COVID-19

The increase in stock prices is considered to be an indicator of increasing firm value. During the pandemic, there was a contradiction between stock price movements and the fundamental conditions of digital banking companies. This research was conducted to determine the effect of macroeconomics as reflected by gross domestic product (GDP), interest rates (R), exchange rates (NT), inflation (INF), and the effect of financial performance as reflected by return on assets (ROA) and loan to deposit ratio (LDR) to firm value (MBV) of digital banks during the Covid-19 pandemic. 48 samples from 6 companies with 8 time periods moving quarterly from 2020-2021 were analyzed using multiple linear regression panel data with the selected common effect model (CEM). The results of this study are PDB and R have a positive and significant effect on MBV, while NT, INF, LDR have a negative and significant effect on MBV. And only ROA has a positive and insignificant effect on MBV. However, simultaneously all the dependent variabels have a significant effect on MBV.

Physical Frictions and Digital Banking Adoption

The behavioral literature suggests that minor frictions can elicit desirable behavior without obvious coercion. Using closures of ATMs in a densely populated city as an instrument for small frictions to physical banking access, we find that customers affected by ATM closures increase their usage of the bank’s digital platform. Other spillover effects of this adoption of financial technology include increases in point-of-sale transactions, electronic funds transfers, automatic bill payments and savings, and a reduction in cash usage. Our results show that minor frictions can help overcome the status quo bias and facilitate significant behavior change. This paper was accepted by David Sraer, finance. Supplemental Material: Data and the online appendix are available at https://doi.org/10.1287/mnsc.2023.4972 .

Strategi Pemasaran Bank Rakyat Indonesia Tbk (BRI) Dan Adopsi Technology Acceptance Model Pada Program Bri Mobile

PT Bank Rakyat Indonesia (Persero) Tbk, or BRI, is one of the largest banks in Indonesia which has played an important role in supporting economic growth and social welfare for more than a century. BRI Mobile is a banking technology innovation developed by BRI to meet the digital banking needs of its customers. BRI Mobile allows customers to access banking services, transfer funds, pay bills and carry out various other financial transactions via their mobile devices. With the BRI Mobile application, BRI has succeeded in bringing the ease and convenience of banking into the hands of its customers, facilitating access to more efficient and practical financial services. The research results show that the adoption of TAM in this program can make a significant contribution to the company's marketing strategy.

INVESTIGATING DRIVERS OF DIGITAL BANKING ADOPTION OF GEN Z IN INDONESIA

Despite the fact that digital banks are the most recent financial service that provides online banking services without direct contact with customers, they have yet to transform the whole financial sector. This study was done in a quantitative manner utilizing primary data to investigate drivers of digital banking adoption by Gen Z using the Unified Theory of Acceptance and Use of Technology 2 (UTAUT 2) approach. There was a total of 232 respondents participating in this study. The data was analyzed using Structural Equation Modeling - Partial Least Square (SEM-PLS). The results show that social influence, facilitating conditions, hedonic motivations, perceived value, and habit positively influence the Gen Z’s behavioral intention to use the digital banks; while performance expectancy and effort expectancy show the opposite influence. Further, the behavioral intention also positively influences the Gen Z’s use behavior of digital banks. To promote digital bank customer commitment and satisfaction, digital banking service providers are suggested to increase the value of benefits outweighing the costs borne by users, as well as to improve service quality in terms of user friendliness.JEL: G40, O33.

Is Bangkok Ready for Open Banking? A Research Note on Exploring the Variables that Affect Innovation Adoption

Today, the globe is seeing rapid growth in digital banking. Many financial technologies are vital and have been implemented. The most ground-breaking financial technology is open banking. It is based on the principle that it allows third-party financial service providers access to customer banking, transactional, and other financial data from banks and non-banks. However, the implementation of open banking technology is restricted due to the presence of unclear government regulations. Furthermore, there are many variables that influence the adoption of such technologies by customers. Thus, this article aims to examine the numerous variables that influence the adoption of open banking innovation among customers in Bangkok. We extend the unified theory of acceptance and use of technology 2 by incorporating a conceptual model of perceived security. The hypotheses of the conceptual model were subsequently assessed with partial least squares structural equation modelling using an online survey of 210 Bangkok consumers. Our finding reveals that open banking innovation adoption is directly influenced by performance expectations, social influence, price value, and perceived security. The hypothesis model has a significant amount of predictive ability, with an R2 of 51.3%. In addition, Q2 values demonstrated a moderate to high degree of predictability for open banking adoption.