Increase comfort and benefits

Oct 13, 2025 by talynt.org 22 views

Effect of Pandemi Covid-19 on Transaction Behavior Changes Using Digital Banking in Indonesian Sharia Bank Customers KCP Padang Bulan Medan

Introduction

The COVID-19 pandemic has brought about significant changes in various aspects of life, including the behavior of public financial transactions. One of the prominent changes is the shift in the use of digital banking services. This study aims to explore the influence of factors such as the perception of trust, safety perceptions, comfort perceptions, and perceptions of benefits to the use of digital banking services, with the availability of features as moderating variables. The focus of this research is to customers of PT Bank Syariah Indonesia (Bank BSI) KCP Padang Bulan Branch in Medan, involving 102 respondents as samples.

The Impact of COVID-19 on Digital Banking

The COVID-19 pandemic has accelerated the adoption of digital banking services, as people are forced to stay at home and avoid physical interactions. This shift has been driven by the need for convenience, speed, and safety. Digital banking services offer a range of benefits, including ease of access, fast processes, and cost savings. However, the pandemic has also raised concerns about security and trust, which are essential for customers to feel comfortable using digital banking services.

Research Methodology

In this study, various data analysis methods are used to understand the effects that exist. This method includes instrument testing, classical assumption testing, and hypothesis testing which includes the determination coefficient test (R²), the significance test of individual parameters (T test), and multiple linear regression tests. Moderation analysis is carried out using moderated linear regression analysis. Data processing is carried out using the Statistical Package for Social Science (SPSS) version 23 program.

Research Results

The results showed that the perception of confidence and security perception had no effect on the use of digital banking, although it had been moderated by the availability of features. This indicates that customers' trust and security is not enough to encourage them to switch to digital banking services during Pandemi. Conversely, the perception of comfort and perception of benefits has been proven to have a positive influence on the use of digital banking services. With the moderation of the availability of features, both the perception of comfort and perception of benefits continue to affect the use of these services.

Additional Analysis and Explanation

This discovery can be interpreted that in the midst of the uncertainty caused by Pandemi, comfort factors and benefits are the main considerations for customers when using digital banking services. Comfort in transactions, such as ease of access and fast processes, becomes more important in situations that limit physical mobility. In addition, the benefits felt from digital banking services, such as time efficiency and cost savings, are also the main reasons for customers to switch to this transaction method.

However, the low influence of the perception of trust and security shows the challenges faced by banks in building customer confidence in digital services. Maybe customers are worried about the potential for security and privacy risks, which may not be completely resolved by the bank.

For Indonesian Islamic banks, the results of this study highlighted the importance of focusing on increasing the comfort and benefits of digital banking services and strengthening aspects of security and trust to attract more customers. More intensive education and socialization regarding the security of digital transactions can help reduce customer concerns.

Conclusion

Overall, this research provides valuable insight into changes in the behavior of customer transactions during Pandemi Covid-19. With a better understanding of the factors that influence the use of digital banking services, banks can develop more effective strategies to attract and maintain customers in this digital era. In the future, the use of digital banking services is expected to increase, along with the development of technology and increasing customer awareness of the benefits of these services.

Recommendations

Based on the findings of this study, the following recommendations are made:

Increase comfort and benefits: Indonesian Islamic banks should focus on increasing the comfort and benefits of digital banking services, such as ease of access, fast processes, and cost savings.
Strengthen security and trust: Banks should strengthen aspects of security and trust to build customer confidence in digital services.
Education and socialization: More intensive education and socialization regarding the security of digital transactions can help reduce customer concerns.
Develop effective strategies: Banks should develop more effective strategies to attract and maintain customers in this digital era.

Limitations of the Study

This study has several limitations, including:

Sample size: The sample size of 102 respondents may not be representative of the entire population of customers of PT Bank Syariah Indonesia (Bank BSI) KCP Padang Bulan Branch in Medan.
Data collection method: The data collection method used in this study may not be comprehensive, and may not capture all the factors that influence the use of digital banking services.
Generalizability: The findings of this study may not be generalizable to other populations or contexts.

Future Research Directions

This study provides a foundation for future research in the area of digital banking and customer behavior. Some potential future research directions include:

Investigating the impact of digital banking on customer loyalty: This study could investigate the impact of digital banking on customer loyalty, and identify the factors that influence customer loyalty.
Examining the role of technology in digital banking: This study could examine the role of technology in digital banking, and identify the factors that influence the adoption of digital banking services.
Investigating the impact of digital banking on financial inclusion: This study could investigate the impact of digital banking on financial inclusion, and identify the factors that influence financial inclusion.
Q&A: Effect of Pandemi Covid-19 on Transaction Behavior Changes Using Digital Banking in Indonesian Sharia Bank Customers KCP Padang Bulan Medan

Q: What is the main objective of this study?

A: The main objective of this study is to explore the influence of factors such as the perception of trust, safety perceptions, comfort perceptions, and perceptions of benefits to the use of digital banking services, with the availability of features as moderating variables.

Q: What is the focus of this research?

A: The focus of this research is to customers of PT Bank Syariah Indonesia (Bank BSI) KCP Padang Bulan Branch in Medan, involving 102 respondents as samples.

Q: What are the research methods used in this study?

A: This study uses various data analysis methods, including instrument testing, classical assumption testing, and hypothesis testing which includes the determination coefficient test (R²), the significance test of individual parameters (T test), and multiple linear regression tests. Moderation analysis is carried out using moderated linear regression analysis. Data processing is carried out using the Statistical Package for Social Science (SPSS) version 23 program.

Q: What are the findings of this study?

A: The results showed that the perception of confidence and security perception had no effect on the use of digital banking, although it had been moderated by the availability of features. Conversely, the perception of comfort and perception of benefits has been proven to have a positive influence on the use of digital banking services.

Q: What are the implications of this study?

A: This study provides valuable insight into changes in the behavior of customer transactions during Pandemi Covid-19. With a better understanding of the factors that influence the use of digital banking services, banks can develop more effective strategies to attract and maintain customers in this digital era.

Q: What are the recommendations of this study?

A: Based on the findings of this study, the following recommendations are made:

Increase comfort and benefits: Indonesian Islamic banks should focus on increasing the comfort and benefits of digital banking services, such as ease of access, fast processes, and cost savings.
Strengthen security and trust: Banks should strengthen aspects of security and trust to build customer confidence in digital services.
Education and socialization: More intensive education and socialization regarding the security of digital transactions can help reduce customer concerns.
Develop effective strategies: Banks should develop more effective strategies to attract and maintain customers in this digital era.

Q: What are the limitations of this study?

A: This study has several limitations, including:

Sample size: The sample size of 102 respondents may not be representative of the entire population of customers of PT Bank Syariah Indonesia (Bank BSI) KCP Padang Bulan Branch in Medan.
Data collection method: The data collection method used in this study may not be comprehensive, and may not capture all the factors that influence the use of digital banking services.
Generalizability: The findings of this study may not be generalizable to other populations or contexts.

Q: What are the future research directions?

A: This study provides a foundation for future research in the area of digital banking and customer behavior. Some potential future research directions include:

Investigating the impact of digital banking on customer loyalty: This study could investigate the impact of digital banking on customer loyalty, and identify the factors that influence customer loyalty.
Examining the role of technology in digital banking: This study could examine the role of technology in digital banking, and identify the factors that influence the adoption of digital banking services.
Investigating the impact of digital banking on financial inclusion: This study could investigate the impact of digital banking on financial inclusion, and identify the factors that influence financial inclusion.

Q: What are the implications for banks and financial institutions?

A: The findings of this study have significant implications for banks and financial institutions. They should focus on increasing the comfort and benefits of digital banking services, strengthening aspects of security and trust, and developing effective strategies to attract and maintain customers in this digital era.

Q: What are the implications for policymakers and regulators?

A: The findings of this study have significant implications for policymakers and regulators. They should consider the impact of digital banking on financial inclusion and customer behavior, and develop policies and regulations that support the development of digital banking services.