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All Journal Journal of Educational, Health and Community Psychology Jurnal Teknik Pertanian Lampung (Journal of Agricultural Engineering) JURNAL PENDIDIKAN TAMBUSAI Journal of Psychology and Instructions JURNAL PERTANIAN Psychological Research and Intervention Journal of Primary Education Public Health Perspective Journal Jurnal Pelayanan dan Pengabdian Masyarakat (Pamas) PSIKOVIDYA Al-Qalb : Jurnal Psikologi Islam Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and Banking) Dharmas Education Journal (DE_Journal) Jurnal Ekonomika Dan Bisnis Jurnal Ilmiah STIKES Yarsi Mataram Jurnal Ekonomika Manajemen Dan Bisnis Indonesian Research Journal on Education Innovative: Journal Of Social Science Research Journal of Psychology Students Inflasi : Jurnal Ekonomi, Manajemen dan Perbankan
Dewi Fitriana
Jurusan Teknik Sipil FT. UNDIP Jl. Prof. Soedarto SH., Tembalang, Semarang 50275
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Journal : Inflasi : Jurnal Ekonomi, Manajemen dan Perbankan

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Analisis Dampak Implementasi Teknologi Fintech Dalam Layanan Perbankan Terhadap Pengalaman Nasabah Fitriana, Dewi; Fitri, Anggun Okta
Inflasi : Jurnal Ekonomi, Manajemen dan Perbankan Vol. 2 No. 1 (2025): Inflasi - Mei
Publisher : PT. Faaslib Serambi Media

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Abstract

The development of financial technology (fintech) has significantly transformed the landscape of banking services in Indonesia, reshaping how customers interact with banks. This study aims to analyze the impact of fintech implementation on customer experience, focusing on aspects such as convenience, security, ease of use, and the evolving relationship between customers and banks. A qualitative case study approach was employed, involving in-depth interviews with customers from diverse backgrounds. The findings indicate that most customers experience increased convenience and accessibility through fintech services. However, digital literacy emerges as a crucial factor influencing user experience. Data security and trust are also major concerns, with customers expecting greater transparency and education from banks regarding personal data protection. While fintech enhances efficiency, there remains a need for personal interaction, particularly among elderly customers. This study recommends that banks not only pursue digital innovation but also prioritize digital inclusion and responsive customer service across all user segments. These findings are expected to serve as a reference for the development of more inclusive and customer-centered fintech services.
Co-Authors Adi Atmoko Amri Yasir, Lalu Andini, Sri Opera Dwi Andriasari, Septi Arlotas, Rena Kinnara Asyam Ramadhani, Rizky Bakhtiar Bakhtiar Bismi, Bismi Ciptanila Yuni K, Kusnul Dwi Maryani Dwijanto Dwijanto, Dwijanto Fadillah, Ade Elsa Fajri.N, Eldi Faradila, Faradila Firdha Kholaeda, Jora Fitri, Anggun Okta Hanurawan, Fattah Hari Gunawan Haryanti , Peni Haryanti, Peni Hidayati, Baiq Nurul Husna, Mai Tiza Imam Sopingi Indah Andika Octavia Ingrid Ovie Yosephine Islamidar, Islamidar Kalfahny, Rara Collin Kusuma, Satria E Kusuma lestari, Ermida Ningsih, Fitria Dian Novelia, Liza Nurhayati, Setiani O Y sitompul, Inggrid Octavia, Indah Andika Pataya Komaria, Sri Pikri , Hayatul Putri, Duwi Putri, Rini Irmata Rahayu, Dania Riski Rizki, Iqbal Rahmat Sakiah Sakiah Salfarina, Anna Layla Sepriani, Wina Shoriah, Kamilah An Soleha, Siti Nahdhiatus Sri Rahayu, Rr. Ratna Sucy, Nur Ainun Tespani, Jessy Tutut Chusniyah Wardono Wardono Wildayati, Rini Yulianti Yulianti Zulham Effendi