IMPLEMENTASI PENGGUNAAN LAYANAN MOBILE BANKING BARU : WONDR BY BNI - Listiyani, Dewy; Widowati, Dyah (Bestari: Jurnal Pengabdian Kepada Masyarakat, 2025)
Abstract: The advancement of digital technology has driven transformation in the banking sector, particularly through mobile banking services. Bank BNI launched a new application named Wondr as part of its digitalization efforts to enhance customer experience. This study aims to evaluate the implementation of Wondr, including its features, challenges, and impact on operational efficiency and customer satisfaction. The research employs a qualitative approach using literature review and in-depth interviews. The findings reveal that Wondr offers advanced features such as AI-driven financial management, real-time transactions, and integration with various digital services. This implementation has successfully improved customer loyalty and operational efficiency, despite challenges such as varying levels of digital literacy and limited internet access. Through structured approaches and continuous innovation, Wondr supports inclusive and sustainable digital banking transformation in Indonesia. Keywords: Wondr, mobile banking, digital transformation, customer satisfaction, operational efficiencyAbstrak: Perkembangan teknologi digital telah mendorong transformasi di sektor perbankan, salah satunya melalui layanan mobile banking. Bank BNI meluncurkan aplikasi baru bernama Wondr sebagai bagian dari upaya digitalisasi untuk meningkatkan pengalaman nasabah. Penelitian ini bertujuan untuk mengevaluasi implementasi Wondr, termasuk fitur, tantangan, dan dampaknya terhadap efisiensi operasional serta kepuasan nasabah. Studi menggunakan pendekatan kualitatif dengan metode tinjauan pustaka dan wawancara mendalam. Hasil menunjukkan bahwa Wondr menawarkan fitur-fitur unggulan seperti pengelolaan keuangan berbasis AI, transaksi real-time, dan integrasi dengan berbagai layanan digital. Implementasi ini berhasil meningkatkan loyalitas nasabah dan efisiensi operasional, meskipun masih menghadapi kendala seperti tingkat literasi digital yang bervariasi dan keterbatasan akses internet. Dengan pendekatan terstruktur dan inovasi berkelanjutan, Wondr mendukung transformasi digital perbankan di Indonesia secara inklusif dan berkelanjutan.Kata kunci: Wondr, mobile banking, transformasi digital, kepuasan nasabah, efisiensi operasional.