Peran dan Fungsi Perbankan dalam Melayani Nasabah di Era Transformasi Digital

Abstract

The increasing competition in the Indonesian banking industry has encouraged many banks to improve the quality of service to customers by utilizing the development of information technology. Service innovation in the use of information technology encourages banks to enter the era of digital banking services. However, the development of digital banking services also increases the risks that banks will face. The purpose of this study is to provide an overview of the implementation of digital banking services and customer protection against the risks of digital banking services. The method used in this study is the empirical legal research method. The results of this study indicate that the implementation of digital banking services is regulated by OJK Regulation No. 12 / POJK.03 / 2018 which is a preventive protection related to customer protection. The existence of this OJK Regulation is expected that banks as organizers of digital banking services will always prioritize risk management in the use of information technology. Repressive protection in the form of bank accountability for complaints from customers who use digital banking services in this case the role and function of banking is very important in the process of serving in the digital era. So it can be concluded that basically Digital Transaction Services have a positive effect on Customer Satisfaction. The implementation of a digital system in banks in Indonesia is considered capable of increasing customer transactions at the bank.