TRANSFORMASI DIGITAL PERBANKAN: ANALISIS IMPLEMENTASI TEKNOLOGI FINANCIAL TECHNOLOGY (FINTECH) DALAM MENINGKATKAN LAYANAN PERBANKAN DI PT BANK CENTRAL ASIA TBK - Handa, Nur; Kartini, Ida Ayu Nuh; Ridwanda, Zahwa Nabilla; Zhannah, Putri Nur Miftahul (Lembaga Pendidikan dan Penelitian Manggala Institute, 2025)
Abstract This study aims to analyze the implementation of Financial Technology (Fintech) in digital banking transformation at PT Bank Central Asia Tbk (BCA). The research method used is library research with a descriptive-analytical qualitative approach, utilizing academic literature from the 2021-2025 period from various reputable scientific databases. The research results show that BCA has implemented a comprehensive digital transformation strategy through technology and infrastructure investment with an increase in IT Capital Expenditure allocation of 8-10%, adoption of advanced technologies such as Artificial Intelligence, Robotic Process Automation, and Natural Language Processing, as well as development of innovative digital products such as m-BCA, myBCA, blu, VIRA, QRku, and Sakuku. Fintech implementation has a significant impact on operational efficiency with a decrease in Cost to Income Ratio from 43.7% to 34.3%, increased customer satisfaction through faster and more accessible services, and expansion of digital financial inclusion. Main challenges include cybersecurity, regulation, organizational culture change, and legacy system integration, which are managed through a people, process, and technology approach. Success factors include strong management leadership, continuous investment, product innovation, and digital ecosystem collaboration that enable BCA to maintain its competitive position as a leading bank in Indonesia. Abstrak Penelitian ini bertujuan untuk menganalisis implementasi teknologi Financial Technology (Fintech) dalam transformasi digital perbankan di PT Bank Central Asia Tbk (BCA). Metode penelitian yang digunakan adalah studi pustaka (library research) dengan pendekatan kualitatif deskriptif-analitis, menggunakan literatur akademik periode 2021-2025 dari berbagai basis data ilmiah bereputasi. Hasil penelitian menunjukkan bahwa BCA telah mengimplementasikan strategi transformasi digital yang komprehensif melalui investasi teknologi dan infrastruktur dengan peningkatan alokasi Capital Expenditure IT sebesar 8-10%, adopsi teknologi canggih seperti Artificial Intelligence, Robotic Process Automation, dan Natural Language Processing, serta pengembangan produk digital inovatif seperti m-BCA, myBCA, blu, VIRA, QRku, dan Sakuku. Implementasi Fintech memberikan dampak signifikan terhadap efisiensi operasional dengan penurunan Cost to Income Ratio dari 43,7% menjadi 34,3%, peningkatan kepuasan nasabah melalui layanan yang lebih cepat dan mudah diakses, serta perluasan inklusi keuangan digital. Tantangan utama meliputi keamanan siber, regulasi, perubahan budaya organisasi, dan integrasi sistem legacy, yang dikelola melalui pendekatan people, process, and technology. Faktor keberhasilan mencakup kepemimpinan manajemen yang kuat, investasi berkelanjutan, inovasi produk, dan kolaborasi ekosistem digital yang memungkinkan BCA mempertahankan posisi kompetitif sebagai bank terkemuka di Indonesia.