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All Journal International Journal of Humanities and Social Sciences Reviews
Galuh Candra Kirana
Universitas 17 Agustus 1945 Semarang
Humanities Languange, Linguistic, Communication & Media Social Sciences

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Implementation of the Financial Services Authority's Financial Literacy Policy and Bank Indonesia's Financial Digitalization Policy on Frontliner Service Effectiveness at BRI Pekalongan Branch Office Galuh Candra Kirana; Emiliana Sri Pudjiarti; Rini Werdiningsih
International Journal of Humanities and Social Sciences Reviews Vol. 3 No. 4 (2026): November: International Journal of Humanities and Social Sciences Reviews
Publisher : Asosiasi Penelitian dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijhs.v3i4.753

Abstract

Digital transformation in the banking sector demands the simultaneous strengthening of financial literacy and service digitalization, yet its implementation at the level of frontline employees remains understudied empirically. This study aims to analyze the implementation of the Financial Services Authority's Financial Literacy Policy (X1) and Bank Indonesia's Financial Digitalization Policy (X2) on Frontliner Service Effectiveness (Y) at PT Bank Rakyat Indonesia (Persero) Tbk Pekalongan Branch Office, using Edward III's (1980) public policy implementation framework across the dimensions of communication, resources, disposition, and bureaucratic structure. The study employed a sequential explanatory mixed-methods approach through a questionnaire administered to 80 frontline employees using saturation sampling, followed by in-depth interviews with eleven informants. Quantitative data were analyzed using Spearman's Rank correlation due to non-normal data distribution, while qualitative data were analyzed thematically. The results show that X1 was strongly and significantly correlated with Y (rs = 0.667), X2 was also strongly correlated (rs = 0.635), and both variables simultaneously explained 53.2 percent of the variance in Y (R² = 0.532). The qualitative findings reinforced the quantitative results, particularly regarding resource limitations and bureaucratic structure constraints caused by high customer queue volumes. This study offers a theoretical contribution by separating the two regulatory policies into distinct variables, as well as a practical contribution toward optimizing frontline banking services.
Co-Authors Emiliana Sri Pudjiarti Rini Werdiningsih