Bank Transformation in Indonesia: Strengthening Service Quality, Minimizing Regulation Through Trust Towards Superior Customer Value

Abstract

This research shows the importance of improving service quality, trust, and effective regulation in increasing customer value in bank transformation in Indonesia. Technology also plays an important role in increasing customer trust and providing confidence that banks will continue to provide the best service. This study used an intervening model with samples taken using the Proportionate Stratified Random Sampling method with 200 respondents interviewed via zoom meeting. Research instruments in the form of interviews and observations, as well as research tools in the form of questionnaires and analysis with SMART-PLS 3.0. Operational definitions of variables include Service Quality, Regulation, Trust, and Customer Value. Important steps in data quality testing include validity, reliability, convergen validity, average variance extracted, discriminant validity, inner model, and hypothesis. The transformation of banks in Indonesia, including BRI, BNI, Mandiri, and BSI, requires developing better technology to improve service quality, trust, and customer value, strengthen security and privacy protocols, develop digital products, and improve fast and reliable services. Technology development can also strengthen the bank's image as a trustworthy institution. High opportunities for effective technology implementation, handling customer problems quickly, predicting the performance of banking services, ensuring m-banking security, and applying self-determination theory. Banking companies such as BRI, BNI, Mandiri, and BSI should work together to accelerate bank transformation in Indonesia by developing better technology and sharing expertise in service development.