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All Journal Ganaya: Jurnal Ilmu Sosial dan Humaniora Economics and Business Journal
Kirana, Laras Puspa
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Religion Arts Humanities Economics, Econometrics & Finance Education Social Sciences Other

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Digital Transformation Strategies In The Banking Industry: A Case Study of The Implementation of New Technology at PT. Bank Mandiri (Persero) TBK Aurellia, Olivia Alvira; Kirana, Laras Puspa; Kaltum, Umi
Ganaya : Jurnal Ilmu Sosial dan Humaniora Vol 5 No 4 (2022)
Publisher : Jayapangus Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37329/ganaya.v5i4.2812

Abstract

The significant issue in the banking industry today is digital transformation. The changes resulting from digital disruption have transformed how people conduct business and transactions. However, several challenges still need to be addressed in this digital transformation. Therefore, this research aims to analyze the digital transformation process and its impact on the development and growth of PT Bank Mandiri (Persero) Tbk. The research method used is qualitative descriptive with a Systematic Literature Review approach. The data are collected from academic references, books, and reports from official institutions. This research shows that Bank Mandiri has succeeded in implementing a business strategy that is by the five domains of digital transformation, according to Rogers (2016). With this digital transformation, the company has achieved significant business growth.
Mobile Banking Service Quality and Customer Relationship Quality in Indonesian Islamic Banks: The Moderating Effect of Gender Kirana, Laras Puspa; Komaladewi, Rita; Oesman, Yevis Marty
Economics and Business Journal (ECBIS) Vol. 3 No. 3 (2025): March
Publisher : PT. Maju Malaqbi Makkarana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ecbis.v3i3.168

Abstract

This study aims to analyze the impact of mobile banking service quality on customer relationship quality in Indonesian Islamic banks, with a focus on the moderating role of gender. With the rapid growth of digital technology, mobile banking has become a crucial factor influencing customer experience, particularly within the context of Islamic banking, which operates on Islamic principles. This research investigates how the quality of mobile banking services (such as ease of access, security, and transaction convenience) affects customer relationship quality (including trust, satisfaction, and loyalty). Additionally, it explores whether gender moderates the relationship between mobile banking service quality and customer relationship quality. Data were collected through surveys from customers of Indonesian Islamic banks, and the analysis was conducted using Structural Equation Modeling (SEM). The findings are expected to provide insights into the design of mobile banking services that are responsive to gender-specific needs and offer recommendations for Islamic banks to strengthen customer relationships through more inclusive digital innovations.
Co-Authors Aurellia, Olivia Alvira Kaltum, Umi Komaladewi, Rita Yevis Marty Oesman