Putra Andika, Krishantoro Krishantoro

Eksplorasi Pengalaman Nasabah Dalam Penggunaan Mobile Banking Wondr By BNI (Studi Kasus Nasabah BNI KCP Jatimakmur Bekasi)

Introduction

Eksplorasi pengalaman nasabah dalam penggunaan mobile banking wondr by bni (studi kasus nasabah bni kcp jatimakmur bekasi). Eksplorasi pengalaman nasabah Wondr by BNI mobile banking. Temukan faktor kepuasan seperti antarmuka modern, fitur praktis, stabilitas, dan tantangan teknis dalam penggunaan aplikasi.

Abstract

This study aimed to explore customer experiences in using the wondr by BNI mobile banking application at the Jatimakmur Sub-Branch Office (KCP), Bekasi. A descriptive qualitative approach was employed, with data collected through in-depth interviews, observation, and documentation involving six informants, including BNI internal personnel, customers, and academics. The research focused on three customer satisfaction indicators as proposed by Tjiptono (2014): expectation confirmation, repeat usage, and recommendation to others. The findings indicated that most customers perceive the wondr by BNI application as meeting their expectations, particularly in terms of its modern interface, practical features, and transactional efficiency. Customers also demonstrated a tendency for continued use due to ease of access and system stability. However, some challenges were noted, such as technical issues and facial verification problems, which initially reduced satisfaction levels. Nonetheless, several customers still recommended the application to others. These findings suggested that service stability, feature clarity, and a positive initial experience are key factors in fostering customer satisfaction and loyalty toward mobile banking services

Review

This study aimed to explore customer experiences with the "wondr by BNI" mobile banking application, focusing specifically on users at the BNI KCP Jatimakmur Bekasi. Employing a descriptive qualitative approach, the researchers gathered data through in-depth interviews, observation, and documentation involving six diverse informants, including BNI personnel, customers, and academics. The investigation was framed by Tjiptono's (2014) indicators of customer satisfaction: expectation confirmation, repeat usage, and recommendation to others, providing a structured lens through which to analyze the multifaceted user experience. The findings reveal a largely positive perception among customers, with the "wondr by BNI" application generally meeting or exceeding expectations. Its modern interface, practical features, and transactional efficiency were particularly highlighted as strengths, contributing significantly to expectation confirmation. Furthermore, the study identified a strong propensity for continued usage, largely attributed to the application's ease of access and perceived system stability. Despite some noted challenges, a notable segment of customers still felt compelled to recommend the application, underscoring the enduring positive aspects of their experience. While the study successfully identifies key drivers of satisfaction and loyalty, it also candidly addresses areas for improvement. Technical issues and facial verification problems were cited as initial detractors from satisfaction, suggesting that these are critical touchpoints requiring further attention for a consistently seamless user experience. The conclusion that service stability, feature clarity, and a positive initial experience are paramount for fostering loyalty is a valuable insight for mobile banking providers. Future research could delve deeper into the specific nature and frequency of these technical issues and explore how various demographic groups react to and overcome them, further enhancing the application's design and user support.

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