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Journal : Involvement International Journal of Business

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Exploring Customer Experiences and Perceptions towards the Implementation of Digital Banking Services: A Case Study of Millennials in Mandailing Natal Rukiah
Involvement International Journal of Business Vol. 1 No. 2 (2024): April 2024
Publisher : PT Agung Media Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62569/iijb.v1i2.22

Abstract

This qualitative study investigates the perceptions and experiences of millennials regarding the implementation of digital banking services in Mandailing Natal. Through in-depth interviews with a purposive sample of millennials, key insights have emerged. Convenience and accessibility emerged as paramount factors driving millennials' adoption of digital banking services. Participants highly valued the ability to conduct banking transactions anytime, anywhere, through user-friendly mobile apps. Trust and security were also crucial, with concerns about privacy and security prevalent among participants. Financial institutions must prioritize robust security measures and transparent communication to build trust and encourage adoption. Additionally, the study revealed diverse preferences and usage patterns among millennials, emphasizing the need for tailored digital banking offerings. Education and awareness emerged as essential in shaping millennials' attitudes, highlighting the necessity for improved communication efforts from financial institutions. Understanding and addressing the needs, preferences, and concerns of millennials are crucial for enhancing the adoption and utilization of digital banking services in Mandailing Natal. By prioritizing convenience, trust, personalization, and education, financial institutions can better meet millennials' evolving needs and foster greater engagement and satisfaction with digital banking services.  
Co-Authors Abdul Halim Adiyaswari, Achwani Agus Muchsin Ahmad Afandi Ali Imran Chaniago Ali Jusri Pohan Ali, St. Nurhayati Amalia Anindita Jufri Andri Soemitra Aspan Martua Dimas Aji Wardana Fikri Firman Fitri Aisyah Hasibuan Hannani Heriansyah Panjaitan Hishaly GH, Nur Idris Saleh Ity Rukiyah Khoirunnisa Nasution Lina Revilla Malik Lubis, Dinda Silpia M Nasri H M. Fauzan Magfira Majdy Amiruddin, Muhammmad Masdiana Maula Mastira Romaito Hasibuan Muhammad Sabir Muliati Nadia Royani Nst Nasution, Ananda Anugrah Norham Hidayat NUR AINI Nur Hafikrah Lubis Nur Mutia Nurfitriani Nurhajijah Nurhalimah Lubis Nurlia Nurlia Putra, Muamar Adi Rahmayanti, Riska Rini Purnamasari, Rini RISKIA Saidah Saldi Salsabila Putri Sarmiana Batubara Siregar, Fatahuddin Aziz Siti Rodiah Lubis Soumena, Moh. Yasin Suarning tanjung, elpinia Utari Evy Cahyani Utari Evy Cahyani Wahyu Hidayat Wahyudi Rusdi Wildan Rahmawan Wulandari, Kurnia Tri Wulandari