Analisis Transformasi Operasional Layanan Mobile Banking Dari M-BCA Menjadi Mybca Dalam Meningkatkan Kualitas Layanan Digital Banking Untuk Kepuasan Nasabah Di Wilayah Jabodetabek
DOI:
https://doi.org/10.33751/jmp.v14i01.226Keywords:
Operational Transformation, Mobile Banking, myBCA, Digital Banking Service Quality, Customer SatisfactionAbstract
Analysis of the Operational Transformation of Mobile Banking Services from M-BCA to Mybca in Improving the Quality of Digital Banking Services for Customer Satisfaction in the Greater Jakarta Region
This study aims to analyze the effect of the operational transformation of mobile banking services from m-BCA to myBCA on digital banking service quality and customer satisfaction. The transformation of mobile banking services has become increasingly important along with customers' growing need for digital banking services that are easy, fast, secure, integrated, and aligned with technological developments. In this study, the operational transformation of mobile banking services is measured through the dimensions of service integration, process efficiency, access convenience, feature updates, and system security. Digital banking service quality acts as an intervening variable, consisting of ease of use, service speed, service security, continuous improvement, and feature completeness. Meanwhile, customer satisfaction is measured based on expectation fulfillment, satisfaction with service performance, user convenience, sense of security, and intention to reuse the myBCA application. This research uses a quantitative approach with descriptive and associative methods. The population in this study consists of Bank Central Asia customers who use the myBCA application, with the sampling technique using non-probability sampling through the purposive sampling method. The sample size is set at 165 respondents. Primary data are collected through questionnaires distributed to respondents who have used and conducted transactions through the myBCA application. The results of this study are expected to contribute to the development of digital banking service management studies and serve as an evaluation reference for banking institutions in improving service quality and customer satisfaction.
References
Anggraini, V., Budi, I., Santoso, A. B., & Putra, P. K. (2024). Measuring mobile banking service quality using topic modeling and term ranking: A case study of an Indonesian digital bank. The Indonesian Journal of Computer Science, 13(6), 9135–9155. https://doi.org/10.33022/ijcs.v13i6.4517
Apau, R., & Lallie, H. S. (2022). Measuring user perceived security of mobile banking applications. arXiv. https://doi.org/10.48550/arXiv.2201.03052
Asosiasi Penyelenggara Jasa Internet Indonesia. (2024, February 7). APJII jumlah pengguna internet Indonesia tembus 221 juta orang. https://apjii.or.id/berita/d/apjii-jumlah-pengguna-internet-indonesia-tembus-221-juta-orang
Ayinaddis, S. G., Taye, B. A., & Yirsaw, B. G. (2023). Examining the effect of electronic banking service quality on customer satisfaction and loyalty: An implication for technological innovation. Journal of Innovation and Entrepreneurship, 12, Article 22. https://doi.org/10.1186/s13731-023-00287-y
Bank Indonesia. (2024). Laporan perekonomian Indonesia 2024. Bank Indonesia.
Bashir, M. A., Haque, M. A., Salamzadeh, A., & Rahman, M. M. (2023). Customers’ satisfaction of e-banking in Bangladesh: Do service quality and customers’ experiences matter? FinTech, 2(3), 657–667. https://doi.org/10.3390/fintech2030036
Çallı, L. (2023). Exploring mobile banking adoption and service quality features through user-generated content: The application of a topic modeling approach to Google Play Store reviews. International Journal of Bank Marketing, 41(2), 428–454. https://doi.org/10.1108/IJBM-08-2022-0351
Creswell, J. W., & Creswell, J. D. (2018). Research design: Qualitative, quantitative, and mixed methods approaches (5th ed.). SAGE Publications.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Danks, N. P., Ray, S., & Sarstedt, M. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. Springer. https://doi.org/10.1007/978-3-030-80519-7
Hardhienata, S., Suchyadi, Y., & Wulandari, D. (2021). Strengthening technological literacy in junior high school teachers in the Industrial Revolution Era 4.0. JHSS (Journal of Humanities and Social Studies), 5(3), 330–335. https://doi.org/10.33751/jhss.v5i3.4220
Hussain, A., Hannan, A., & Shafiq, M. (2023). Exploring mobile banking service quality dimensions in Pakistan: A text mining approach. International Journal of Bank Marketing, 41(3), 601–618. https://doi.org/10.1108/IJBM-08-2022-0379
Kim, S., Kwon, H.-J., & Kim, H. (2023). Mobile banking service design attributes for the sustainability of internet-only banks: A case study of KakaoBank. Sustainability, 15(8), Article 6428. https://doi.org/10.3390/su15086428
Lie, J., & Agrippina, Y. R. (2024). The role of omni-channel integration quality and perceived value in shaping customer satisfaction and loyalty in BCA basic banking services. Journal of Distribution Science, 22(8), 75–86.
Pokhrel, L., & K.C., A. (2024). Mobile banking service quality and continuance intention: Mediating role of satisfaction—A two-stage structural equation modeling–artificial neural network approach. International Journal of Bank Marketing, 42(3), 389–413. https://doi.org/10.1108/IJBM-11-2022-0512
PT Bank Central Asia Tbk. (2025, February 22). BCA ungkap tiga penopang pertumbuhan transaksi myBCA. PT Bank Central Asia Tbk.
Rafii, H. N., Widyastuti, U., & Monoarfa, T. A. (2024). Analisis pengaruh ease of use dan perceived security terhadap user satisfaction melalui user trust pada aplikasi mobile banking BCA. Jurnal Bisnis, Manajemen, dan Keuangan, 5(2), 501–517.
Sekaran, U., & Bougie, R. (2019). Research methods for business: A skill-building approach (8th ed.). John Wiley & Sons.
Suchyadi, Y., Indriani, R. S., Anwar, W. S., Sudarjat, J., Santa, S., Mirawati, M., Muhajang, T., & Yusup, M. K. P. (2024). Assistance in the use of multimedia in learning as an effort to improve the skills and skills of elementary school teachers. JHSS (Journal of Humanities and Social Studies), 8(2), 495–499. https://doi.org/10.33751/jhss.v8i2.9923
Sudarjat, J., Anwar, W. S., Suchyadi, Y., Indriani, R. S., & Yusup, M. K. P. (2025). Developing a digital literacy module to enhance elementary school students’ learning motivation. JHSS (Journal of Humanities and Social Studies), 9(1), 72–76. https://doi.org/10.33751/jhss.v9i1.63
Tsaqib, N., Azalia, K., Kalila, R. D., Syahputra, R. A., & Ariyanti, T. (2025). The influence of service quality, perceived ease of use, and trust on customer satisfaction in using the BCA mobile banking application. JEBI: Jurnal Ekonomi dan Bisnis, 2(12), 2183–2196.
Verhoef, P. C., Broekhuizen, T., Bart, Y., Bhattacharya, A., Dong, J. Q., Fabian, N., & Haenlein, M. (2021). Digital transformation: A multidisciplinary reflection and research agenda. Journal of Business Research, 122, 889–901. https://doi.org/10.1016/j.jbusres.2019.09.022
Vial, G. (2019). Understanding digital transformation: A review and a research agenda. The Journal of Strategic Information Systems, 28(2), 118–144. https://doi.org/10.1016/j.jsis.2019.01.003
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 JURNAL MANAJEMEN PENDIDIKAN
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
