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All Journal Electronic Journal of Education, Social Economics and Technology Journal of Innovative and Creativity
Angga Rizka Lidiawan
Kadiri University
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Nursing Public Health Social Sciences Veterinary Other

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The Role Of Customer Experience In Mediating The Relationship Between Fintech Innovation And Customer Decisions To Use Digital Banking Services At Bank Syariah Indonesia (BSI) KCP Malang Kepanjen, East Java Andri Teguh Prasetyo; Djunaedi Djunaedi; Angga Rizka Lidiawan
Journal of Innovative and Creativity Vol. 5 No. 3 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i3.6074

Abstract

The development of the global banking sector, particularly in the face of digitalization challenges, provides an overview of significant changes in bank operations. Based on data on the number of bank branches from 2020 to 2022, there has been a decline in the number of branches in several banks, such as Conventional Commercial Banks - State-Owned Banks. This decline reflects a shift in focus toward digitalization, requiring banks to pay attention to technology in order to enhance operational efficiency. This study aims to examine the impact of fintech innovation on customer decisions, both directly and through customer experience as a mediator. Focusing on Bank Syariah Indonesia (BSI) KCP Malang Kepanjen, this research investigates how fintech innovations, such as mobile banking applications, influence customers' decisions in choosing digital banking services. In addition, this study explores the impact of customer experience on their decisions and how a positive experience can enhance satisfaction and customer loyalty to digital services. The findings suggest that fintech innovations implemented by BSI can improve customer experience, which in turn affects customers' decisions to continue using these services. It is hoped that the results of this study can contribute to the development of more effective digital banking strategies, improve customer satisfaction, and strengthen BSI’s position in the digital banking industry in the future.
The Influence of Cognitive Factor and Technology Dimension on Behavioral Intention and Its Impact on Actual Behavior in Digital Banking: Evidence from Bank Jatim Kediri City Angga Rizka Lidiawan; Nur Laely; Ana Komari; Djunaedi Djunaedi
Electronic Journal of Education, Social Economics and Technology Vol 7, No 1 (2026)
Publisher : SAINTIS Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33122/ejeset.v7i1.1408

Abstract

As a leading regional development bank, Bank Jatim continues to strengthen its reputation through digital transformation initiatives, numerous national awards, asset growth reaching IDR 118.15 trillion (16.71% YoY), and support for regional digitalization (P2DD) and inclusive MSME development. Financial performance during 2016–2020 demonstrated significant growth, with assets increasing from IDR 43 trillion to IDR 83 trillion (±94%), third-party funds increasing by approximately 109%, and net profit growing by around 45%, reflecting financial stability and enhanced customer trust. This study aims to analyze the influence of Cognitive Factor and Technology Dimension on Behavioral Intention and its implications for Actual Behavior in digital banking usage among customers of Bank Jatim Kediri City. Using an explanatory quantitative approach with SEM-PLS and 173 respondents, the findings reveal that Cognitive Factor has the most dominant direct effect on Actual Behavior (β = 0.544; p 0.001; f² = 0.603), followed by Technology Dimension (β = 0.381; p 0.001; f² = 0.221). Behavioral Intention does not significantly affect Actual Behavior (β = 0.032; p = 0.645), indicating that it does not function as a mediator. The model demonstrates good fit (SRMR = 0.077; NFI = 0.838) and predictive relevance (Q² = 0.528). Theoretically, this study contributes by demonstrating that in the context of regional banking, trust and perceived risk play a more decisive role in shaping actual behavior than intention as a mediating variable. Practically, the findings recommend strategies focused on strengthening trust, enhancing digital security, providing assisted onboarding, and optimizing user experience to accelerate digital banking adoption
Co-Authors Ana Komari Andri Teguh Prasetyo Djunaedi Djunaedi Nur Laely