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All Journal Mandalika Journal of Business and Management Studies
Toar Jover Hizkia Tewu
Politeknik Negeri Manado
Decision Sciences, Operations Research & Management

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Analisis Persepsi Nasabah dalam Pemanfaatan Layanan Wondr By BNI (Studi Kasus Nasabah BNI Kantor Wilayah 11 Manado) Toar Jover Hizkia Tewu; Nancy H. J. Mandey; Meidy Wollah
Mandalika Journal of Business and Management Studies Vol 4 No 2 (2026): Mandalika Journal of Business and Management Studies
Publisher : Mandalika Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59613/mjbms.v4i2.519

Abstract

Advancements in information technology have driven the digital transformation of banking services, exemplified by the WONDR by BNI application. Digital services offer customers convenience, enabling them to conduct various transactions quickly, practically, and flexibly. However, the adoption of WONDR by BNI is not determined solely by technological sophistication; it is also influenced by customer perceptions regarding ease of use, benefits, security, convenience, and the overall user experience. Consequently, understanding customer perceptions is crucial for enhancing the quality of digital banking services.This study aims to analyze customer perceptions regarding the use of WONDR by BNI services among customers of BNI Regional Office 11 (Manado). A qualitative approach utilizing a descriptive method was employed. Data collection involved interviews, observation, and documentation. The study participants consisted of five WONDR by BNI users within the BNI Regional Office 11 (Manado) service area, selected via purposive sampling to align with the research objectives. Data analysis involved data reduction, data presentation, and conclusion drawing and verification. The study is expected to provide in-depth insight into customer perceptions of WONDR by BNI, specifically regarding ease of use, benefits, security, convenience, and the experiences and challenges encountered while using the application. The findings are intended to serve as valuable input for PT Bank Negara Indonesia (Persero) Tbk.—particularly BNI Regional Office 11 (Manado)—to improve digital service quality, refine the user experience, and formulate service development strategies that are more effective, secure, and aligned with customer needs.
Co-Authors Meidy Wollah Nancy H. J. Mandey