Implementation of Digitalization of Banking Services in Improving Customer Satisfaction: Evidence from Bank BJB Bandung
Implementasi Digitalisasi Layanan Perbankan dalam Meningkatkan Kepuasan Nasabah: Bukti dari Bank BJB Bandung
DOI:
https://doi.org/10.21070/bvem0686Keywords:
Digitalization, Customer Satisfaction, Mobile Banking, Regional Banks, Technology AcceptanceAbstract
The rapid expansion of digital financial services is pushing both commercial banks and regional development banks to speed up technology investments. This study examines how the implementation of digital banking services focused on the DIGI Bank BJB platform affects customer satisfaction at the Bandung Branch. A qualitative descriptive approach was applied; primary data was collected through semi-structured interviews with operational staff and customer service officers. Secondary data came from Bank BJB's annual reports, official product documentation, and user reviews from Google Play and the App Store. The analysis was guided by the Technology Acceptance Model (TAM), extended with constructs of transaction security and digital customer service quality. The findings show that perceived ease of use and perceived benefits are the dominant determinants of customer satisfaction. Three practical recommendations are formulated for Bank BJB and similar regional banks to strengthen the adoption of digital services as a customer satisfaction strategy.
Keywords : Digitalization, Customer Satisfaction, Mobile Banking, Regional Banks, Technology Acceptance
Key Findings Highlights-
Perceived ease of use and perceived usefulness serve as the primary drivers of digital service adoption and satisfaction.
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Initial digital onboarding remains constrained by mandatory physical ATM activation requirements.
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System stability during peak transaction periods constitutes the most critical vulnerability for customer experiences.
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Copyright (c) 2026 Amanda Wuwut Nabilla, Ardelina Rahmawati, Diana Kamila, Azmi Adibah, Mas Oetarjo
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