Banking Transformation: The Impact of Competition Between International Digital Banks and Traditional Banks on Global Customers
Published:
2026-10-21Downloads
Abstract
This article examines the competition between international digital banks and traditional banks, as well as its impact on global customers. In this era of technological advancement, numerous digital banks have emerged, with some surpassing traditional banks in terms of presence. A qualitative descriptive research method was employed, utilizing data gathered through informal study group discussions, literature reviews, and various sources concerning international digital and traditional banking. The findings indicate that while digital banks offer efficiency and innovation, they also face challenges related to security and financial inclusion. Conversely, traditional banks are striving to maintain their relevance by adopting digital technologies. This article provides key insights for industry stakeholders to develop adaptive strategies amidst intensifying competition. It is hoped that this research will offer valuable perspectives for the banking industry and its customers, while contributing to a deeper understanding of banking dynamics in today’s digital era.
Keywords:
Service Quality Corporate Image Customer Value Customer Satisfaction Customer Loyalty Digital Banking International StudentsReferences
Afrilia, R., Lestari, A. I., & Wahyuni, A. (2023). Pengaruh citra perusahaan (corporate image) terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening pada Bank Syariah Indonesia (BSI) Kantor Cabang Pembantu Binjai Sudirman. ManBiz: Journal of Management and Business, 3(1), 166–179. https://doi.org/10.47467/manbiz.v3i1.5050
Aini, A. P. N., & Hasan, I. (2024). Pengaruh kualitas layanan, citra perusahaan dan religiusitas terhadap loyalitas nasabah melalui kepuasan pengguna digital banking sebagai variabel intervening. Jurnal Dimensi, 13(2). https://doi.org/10.33373/dms.v13i2.6130
Anggraini, S., Wolok, T., Juanna, A., Kusuma, C. A., & Asnawi, M. A. (2024). Pengaruh customer value dan kedekatan emosional terhadap kepuasan nasabah (Studi kasus Bank BRI Cabang Limboto). JAMBURA: Jurnal Ilmiah Manajemen dan Bisnis, 7(1). https://doi.org/10.37479/jimb.v7i1.25055
Arthasari, M. S. R., Telagawathi, N. L. W. S., & Trianasari. (2024). Pengaruh kualitas pelayanan, citra perusahaan, dan kepercayaan terhadap loyalitas nasabah BRI Unit Denbantas. Journal of Economic, Business and Accounting (COSTING), 7(6). https://doi.org/10.31539/costing.v7i6.13259
Asia. Jurnal Siasat Bisnis, 27(2), 156–170. https://doi.org/10.20885/jsb.vol27.iss2.art3
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, 22. https://doi.org/10.1186/s13731-023-00287-y.
Badan Pusat Statistik Kabupaten Bone. (2024, March 1). Pertumbuhan ekonomi Kabupaten Bone tahun 2023 mencapai 3,77 persen. https://bonekab.bps.go.id/id/pressrelease/2024/03/01/133/pertumbuhan-ekonomi-kabupaten-bone-tahun-2023-mencapai-3-77-persen-.html
Badan Pusat Statistik Kabupaten Bone. (2025, March 11). Pertumbuhan ekonomi Kabupaten Bone tahun 2024 mencapai 5,55 persen. https://bonekab.bps.go.id/id/pressrelease/2025/03/11/175/pertumbuhan-ekonomi-kabupaten-bone-tahun-2024-mencapai-5-55-persen-.html
Bank Indonesia. (2023). Laporan kebijakan moneter Triwulan IV 2022. https://www.bi.go.id/id/publikasi/laporan/Pages/Laporan-Kebijakan-Moneter-Triwulan-IV-2022.aspx
Bank Indonesia. (2024). Laporan kebijakan moneter Triwulan IV 2023. https://www.bi.go.id/id/publikasi/laporan/Pages/Laporan-Kebijakan-Moneter-Triwulan-IV-2023.aspx
Beanning, L., & Zulkarnain. (2024). The effect of e-service quality on customer satisfaction and customer loyalty: A study on mobile banking application in Indonesia. Communications in Humanities and Social Sciences, 4(1). https://doi.org/10.21924/chss.4.1.2024.73
Bui, N., Moore, Z., Wimmer, H., & Pham, L. (2022). Predicting customer loyalty in the mobile banking setting: An integrated approach. International Journal of E-Services and Mobile Applications, 14(1), 1–22. https://doi.org/10.4018/IJESMA.296576
Christanto, Y. M., & Santoso, S. (2022). The influence of service quality, corporate image, and customer satisfaction on customer loyalty in banking sector in Yogyakarta. International Journal of Research in Business and Social Science, 11(7), 9–16. https://doi.org/10.20525/ijrbs.v11i7.2025
Damberg, S., Liu, Y., & Ringle, C. M. (2024). Does culture matter? Corporate reputation and sustainable satisfaction in the Chinese and German banking sector. Journal of Marketing Analytics, 12, 6–24. https://doi.org/10.1057/s41270-023-00259-x
Ghimire, S. R., Upadhyaya, Y. M., & Agarwal, N. (2025). Service quality and customer satisfaction: Empirical evidence from the Nepalese banking industry. Banks and Bank Systems, 20(1), 205–220. https://doi.org/10.21511/bbs.20(1).2025.17.
Hair, J. F., Jr., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. Springer. https://doi.org/10.1007/978-3-030-80519-7
Harlim, N. S., & Rakhman, A. (2025). Pengaruh kualitas layanan dan kualitas produk terhadap kepuasan nasabah Bank Mandiri di Jakarta Kota. Jurnal Manajemen, 14(1), 75–81. https://doi.org/10.46806/jm.v14i1.1370.
Hidayati, R. P., Widowati, M., & Windawati, A. (2025). From satisfaction to loyalty: Analyzing the impact of service quality and corporate image in Islamic banking. Studia Economica: Jurnal Ekonomi Islam, 11(1).
Hossain, M. A., Yesmin, M. N., Jahan, N., & Kim, M. (2021). Effects of service justice, quality, social influence and corporate image on service satisfaction and customer loyalty: Moderating effect of bank ownership. Sustainability, 13(13), 7404. https://doi.org/10.3390/su13137404
Hossain, M. A., Yesmin, M. N., Jahan, N., & Kim, M. (2021). Effects of service justice, quality, social influence and corporate image on service satisfaction and customer loyalty: Moderating effect of bank ownership. Sustainability, 13(13), 7404. https://doi.org/10.3390/su13137404
Kadir, A., Paly, M. B., & Abdullah, M. W. (2023). Customer loyalty Islamic banks in Indonesia: Service quality which mediated by satisfaction and customer trust. International Journal of Professional Business Review, 8(4), e01286. https://doi.org/10.26668/businessreview/2023.v8i4.1286
Kim, L., Jindabot, T., & Yeo, S. F. (2024). Understanding customer loyalty in banking industry: A systematic review and meta analysis. Heliyon, 10(17), e36619. https://doi.org/10.1016/j.heliyon.2024.e36619
Kotler, P., Keller, K. L., & Chernev, A. (2022). Marketing management (16th ed.). Pearson.
Mahfuzh, M. A., Setyono, J., & Riza, A. F. (2025). Examining the model for enhancing e-loyalty in digital banks. Signifikan: Jurnal Ilmu Ekonomi, 14(1), 247–264. https://doi.org/10.15408/sjie.v14i1.44901
Mansyriah, H. Z., Saryadi, & Dewi, R. S. (2023). Pengaruh e-service quality terhadap e-loyalty dengan e-satisfaction sebagai variabel intervening pada nasabah Bank Mandiri pengguna New Livin By Mandiri di Kota Semarang. Jurnal Ilmu Administrasi Bisnis, 12(1), 195–202. https://doi.org/10.14710/jiab.2023.37278
Nisa, Z., & Hasan, I. (2024). Pengaruh SERVQUAL, corporate image terhadap customer loyalty dengan customer satisfaction sebagai variabel mediasi: Studi pada nasabah PT Bank Syariah Indonesia, Tbk. KCP Genteng Banyuwangi. Journal of Economic, Business and Accounting (COSTING), 7(5). https://doi.org/10.31539/costing.v7i5.10608
Novitasari, M., Amah, N., Ayera, A., Aziz, A. N., & Gunardi, A. (2024). Service quality and customer loyalty: The role of satisfaction and trust in Indonesian Sharia bank. Jurnal Riset Bisnis dan Manajemen, 17(1). https://doi.org/10.23969/jrbm.v17i1.12659
Nur, Y., Basalamah, S., Semmail, B., & Hasan, S. (2023). The influence of bank image, accessibility, and customer relationship management on customer satisfaction and loyalty at Islamic banks in Makassar City. International Journal of Professional Business Review, 8(9), e03640. https://doi.org/10.26668/businessreview/2023.v8i9.3640
Pangesti, H. L. (2024). Service quality dan digital banking meningkatkan loyalitas nasabah Bank Syariah Indonesia? Kepuasan sebagai variabel intervening. Velocity: Journal of Sharia Finance and Banking, 4(1), 60–76. https://doi.org/10.28918/velocity.v4i1.7571
PT Bank Rakyat Indonesia (Persero) Tbk. (2023). Annual report 2022. https://www.ir-bri.com/misc/AR/AR2022-EN.pdf
PT Bank Rakyat Indonesia (Persero) Tbk. (2024). Annual report 2023. https://www.ir-bri.com/misc/AR/flipbook/AR2023-EN/
PT Bank Rakyat Indonesia (Persero) Tbk. (2025). Annual report 2024. https://www.ir-bri.com/misc/AR/AR2024-EN.pdf
Purwani, N. K. I. M., Anggraini, N. P. N., & Gama, A. W. S. (2025). The influence of customer value and service quality on customer loyalty mediated by customer satisfaction at BRI Bank, Tabanan Branch Office. International Journal of Economics and Management Sciences, 2(3), 247–252. https://doi.org/10.61132/ijems.v2i3.927
Purwani, N. K. I. M., Anggraini, N. P. N., & Gama, A. W. S. (2025). The influence of customer value and service quality on customer loyalty mediated by customer satisfaction at BRI Bank, Tabanan Branch Office. International Journal of Economics and Management Sciences, 2(3), 247–252. https://doi.org/10.61132/ijems.v2i3.927
Rafiqoh, Asniwati, B., & Rahmatullah, N. (2022). Service quality, customer trust, and company image on customer satisfaction of Indonesian government banks. Economics and Business Quarterly Reviews, 5(4), 296–304. https://doi.org/10.31014/aior.1992.05.04.479
Rusydi, A. F., Ridwan, M., Ekowati, V. M., Supriyanto, A. S., & Johari, F. B. (2024). Customer loyalty based on service quality, banking image, and fairness mediating role of customer satisfaction. Jurnal Aplikasi Bisnis dan Manajemen, 10(3), 717. https://doi.org/10.17358/jabm.10.3.717
Santoso, G., & Ruslim, T. S. (2024). Influencing factors on BCA Mobile customer loyalty: Mediating role of customer satisfaction. Jurnal Ekonomi, 29(1). https://doi.org/10.24912/je.v29i1.1902
Sarstedt, M., Hair, J. F., Jr., Pick, M., Liengaard, B. D., Radomir, L., & Ringle, C. M. (2022). Progress in partial least squares structural equation modeling use in marketing research in the last decade. Psychology & Marketing, 39(5), 1035–1064. https://doi.org/10.1002/mar.21640
Setiawan, Z., Dharmawan, D., Judijanto, L., Nurcholifah, I., & Suryani. (2023). Analysis of the influence of customer satisfaction, customer value and service quality on customer loyalty of state-owned bank in Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(6). https://doi.org/10.35870/jemsi.v9i6.1683
Setyadi, B., Helmi, S., & Syed Mohammad, S. I. (2023). Customer loyalty in Indonesian Sharia commercial banks: Study of customer satisfaction and service quality as moderating variables. International Journal of Islamic Business and Economics, 7(1), 25–36. https://doi.org/10.28918/ijibec.v7i1.6924
Sriwidadi, T., & Prabowo, H. (2023). The effect of service quality on customer loyalty through perceived value and customer satisfaction of Jakarta mobile banking application. MIX: Jurnal Ilmiah Manajemen, 13(3), 559–575. https://doi.org/10.22441/jurnal_mix.2023.v13i3.004
Sudirjo, O., Sari, R. J., & Sindoro, D. (2026). Examining the impact of customer value and customer experience on customer loyalty with satisfaction as a mediating variable: Evidence from state-owned Syariah banking. Journal of Managerial Sciences and Studies, 4(1). https://doi.org/10.61160/jomss.v4i1.119
Sugiyono. (2022). Metode penelitian kuantitatif, kualitatif, dan R&D (2nd ed.). Alfabeta.
Supriyanto, A., Wiyono, B. B., & Burhanuddin. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1), 1937847. https://doi.org/10.1080/23311975.2021.1937847
Sutrisno, I. R., & Lazuardy, D. (2024). The effect of perceived value and service quality on customer satisfaction: A sustainable growth strategy for digital banks in Indonesia. Research Horizon, 4(4), 131–146. https://doi.org/10.54518/rh.4.4.2024.317
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. https://doi.org/10.1016/S0022-4359(01)00041-0
Tedjokusumo, C., & Murhadi, W. R. (2023). Customer satisfaction as a mediator between service quality and customer loyalty: A case study of Bank Central Asia. Jurnal Siasat Bisnis, 27(2), 156–170. https://doi.org/10.20885/jsb.vol27.iss2.art3
Wibisono, H. H., & Tjahjaningsih, E. (2023). Peran customer satisfaction sebagai mediasi antara service quality dan corporate image terhadap customer loyalty: Studi pada nasabah tabungan Bima Bank Jateng Capem Sampangan. SEIKO: Journal of Management & Business, 6(1).
Wirantana, I. M. Y., & Adfi, N. R. (2022). Kualitas layanan, customer value, digitalisasi bank, kepuasan nasabah dan loyalitas nasabah BPR. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, 11(10), 1220–1231. https://doi.org/10.24843/EEB.2022.v11.i10.p06
Yum, K. (2024). The effects of perceived value on customer satisfaction and continuous usage intention in mobile banking. Journal of the Korea Management Engineers Society, 29(3), 1–12. https://doi.org/10.35373/KMES.29.3.1
Zeithaml, V. A., Bitner, M. J., Gremler, D. D., & Mende, M. (2024). Services marketing: Integrating customer focus across the firm (8th ed.). McGraw Hill.
License
Copyright (c) 2026 Mahesh Luthia, Client William M. Malinao
This work is licensed under a Creative Commons Attribution 4.0 International License.
Downloads
How to Cite
