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All Journal Sibatik Journal : Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan
Artiani Puspandari
Universitas Trisakti
Arts Computer Science & IT Economics, Econometrics & Finance Education Social Sciences

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PERSEPSI PEGAWAI DAN NASABAH BNI TERHADAP PENERAPAN WONDR BY BNI Artiani Puspandari; Tri Kunawangsih
SIBATIK JOURNAL: Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan Vol. 5 No. 8 (2026)
Publisher : Penerbit Lafadz Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/sibatik.v5i8.5425

Abstract

Digital transformation has encouraged Bank Negara Indonesia (BNI) to introduce Wondr by BNI as a replacement for BNI Mobile Banking to improve service quality and operational efficiency. This study compares BNI employees' and customers' perceptions of Wondr by BNI across four dimensions: acceptance and understanding of new features, effectiveness and ease of use, operational and technical constraints during the transition, and the impact on service quality and complaint-handling efficiency. A quantitative descriptive-comparative design was employed at BNI Pecenongan and Tanjung Priok Branch Offices from March to July 2026. The sample consisted of 203 employees selected through total sampling and 100 customers. Data were collected using Likert-scale questionnaires, tested for validity and reliability, and analyzed using descriptive statistics and the non-parametric Mann-Whitney U test because the data were non-normal and most dimensions were not homogeneous. All hypotheses were supported (p=0.000). Employees consistently reported higher mean scores than customers for feature acceptance and understanding (4.11 vs 3.98), effectiveness and ease of use (4.18 vs 3.83), transition constraints (4.15 vs 3.81), and impact on service quality and complaint handling (4.21 vs 3.98). The findings reveal a perception gap between internal users and end users. System stability, a simpler user experience, stronger customer education, and employee capacity building as digital advisors should therefore become key priorities in improving the implementation of Wondr by BNI.
Co-Authors Tri Kunawangsih