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Alfarizi, Muhammad
Bina Nusantara University
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Journal : JURNAL BISNIS STRATEGI

 1 
ACCELERATION OF BANK PERKREDITAN RAKYAT'S DIGITAL SERVICES IN BOOSTING FINANCIAL PERFORMANCE: ANALYTICAL PERSPECTIVES OF INDONESIAN RURAL BANK LOANS CUSTOMERS Muhammad Alfarizi; Ngatindriatun Ngatindriatun
JURNAL BISNIS STRATEGI Vol 31, No 2 (2022): Desember
Publisher : Magister Manajemen, Fakultas Ekonomika dan Bisnis Undip

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Abstract

Rural Banks (BPR) are the closest microfinance institutions for people who need funding, especially micro-scale businesses. The transformation of digital banking services is an absolute thing that BPRs must implement to win the competitive competition in the Indonesian financial sector. Currently, many rural banks have adopted digital services in their business operations. This study will further investigate customer experience and its relationship with intermediary variables to analyze the impact of digital service transformation on the financial performance of rural banks in Indonesia. Descriptive quantitative research was selected to evaluate the digital services of BPR Indonesia by interpreting the relationship of 11 hypotheses formed from the variables of solving problems of BPR digital services, customer peace of mind, focus on BPR digital service outcomes, product experience, customer experience, Word of Mouth, customer satisfaction, trust customers and BPR's financial performance. This research is a type of explanatory research where the variable relationship testing is done through a quantitative approach to proving the hypothesis with SEM analysis techniques. The results of the study show support for almost all hypotheses except the hypothesis of the effect of Word of Mouth on BPR performance which is explained further. This research has managerial implications for a strategy for digitizing inclusive BPR services and understanding customers and the market. Theoretical implications develop along with the role of academics in doing applied innovation research in strengthening rural credit banks as microfinance institutions for the competitiveness of a developed nation's economy.
Co-Authors Abdul Azis Abdul Halim Hasugian Al Hakim, Muhammad Rafif Al-Faqih, Ali Sofyan Andriana Firmansyah, Almayda Anggraeni, Deby Gita Apriani, Yosi Arifian, Rafialdo Arofah, Ulfa Arsalan , Naufal Hanif Arwandi, Jhon Aulya, Sindi Berliana Br Bangun, Eka Uliyanti Putri DEWI SARTIKA Dinda Lestarini Dodik Hartono Edmizal, Eval Fairus, Aisyah Nur Farhan, Muhammad Raja Farhaty, Mutiah Farizal Saputra Gita Anggraeni, Deby Gunawan Prayitno H, Syaibatul Aslamiyah Hakim, Muhammad Saiful Hanum, Rastinia Kamila Hazizah, Siti Nur Hendra Kurniawan Hendrawan, Jodi Hidayat, AR Taufiq Ikhsan, Ridho Bramulya Ira Rahmawati Irika Widiasanti Jane, Antonia Felicia Julpiani, Julpiani Kadafi, Kadafi Kaltsum, Salma Nabilla Kamila Hanum, Rastinia Kartanegara, Rd. Mulyadhi Khamdalah, Retno Makhtufir Kirana, Sandi Kurnia Sari, Rini Lantin Sulistiyorini, Lantin Lestari, Yuyun Dwi Luthfi, Muhammad Akbar M.F., Muhammad Fathan Marfuah Marfuah Mariani Mariani Masita, Masita Maulana, Said Affan Maulida, Ahmad Fikron Megawati, Suci MMSI Irfan ,S. Kom Muhammad Prawibowo Mukhlis Mukhlis Mulyadi, Sandi Hidayutul Nabilah Khairunnisa Darwin Nafolion Nur Rahmat, Nafolion Nur Nelwida Nelwida Ngatindriatun Ngatindriatun Ngatindriatun Ngatindriatun Noer, Lissa Rosdiana Novitasari, Ida Nugroho, Ramadhan Aryo Nurhayati Oktafiani, Astrid Wardani Oktaviani, Wiwin A Panita, Shakila Peni Perdani Juliningrum, Peni Perdani Perdana, Akmal Perdana, Ayu Lestari Primirti, Irmarawati Dia Putra, Mhd Aditya Putri Tunggal Putri, Maharani Putriani, Dian Qanita, Aisyah Rafialdo Arifian Rafialdo Arifian Rahmadhona Fitri Helmi Rahmawati, Iis Ramadhan, Noval Anki Ramadhan, Riska Dwi Rini Kurnia Sari Rini Kurnia Sari Rini Kurnia Sari Rini Kurnia Sari, Rini Kurnia Rizka Yunita Rosdiana Noer, Lissa saleh, zulkifli Salma, Tisa Mutiara Saputra, Baruna Saputri, Nelsa Sari, Ika Satrio, Rizky Wahyu Septiani, Indri Setyapratiwi, Hela Sholehah, Silvia Sri Wahyuni Suhari Suhari Taronisokhi Zebua Tatang Mulyana, Salma Nabilla Kaltsum Tehuayo, Haris Thahur, Dhiya Tjung Hauw Sin, Tjung Hauw Tumanggor, Rahmayanti Uma Khumairoh Widiharjanti, Isti Wijaya, Krisna Nata Wijaya, Lianna Wiwin Addriani Mangngampe Wusqo, Urwatul Yahya Muhaimin Yayuk Kusumawati Yulia Rachmawati Yuniarty Yuniarty Zalika, Zela Zela Zalika