What type of study is this?

This is a Qualitative Phenomenological Approach study.

September 10, 2025

Customer Perceptions of Digital Banking Service Quality Amid Technological Transformation

Puntos clave

Transaction security is a dominant factor for customer satisfaction, as indicated by 89% of respondents.
68% of younger users emphasize application usability, while 72% reported issues with customer service responsiveness.
Using a qualitative phenomenological approach, the study involved interviews with 18 customers and focus groups.
The findings suggest enhancing digital security and interface design could improve customer experience in banking.

Resumen

This study analyzes customer perceptions of digital banking service quality in the era of rapid technological transformation. A qualitative phenomenological approach was employed, involving in-depth interviews with 18 customers and focus group discussions in Jakarta and Surabaya. Results indicate that transaction security is the dominant satisfaction factor (89% of respondents), followed by application usability (68% among younger users) and customer service responsiveness (72% reported complaints). Additional insights reveal expectations for fintech integration and personalized features. The study offers practical recommendations: improving interface design, bolstering digital security, optimizing technology-driven customer service, educating less tech-savvy customers, and enhancing regulatory oversight. (Alalwan et al., 2016) Keywords: digital banking, service quality, customer perception, technological transformation

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Cite This Study

Wahyuni et al. (Sat,) studied this question.

synapsesocial.com/papers/68c1ae7f54b1d3bfb60e6d25 https://doi.org/https://doi.org/10.36085/jamekis.v8i2.8463

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