DIGITAL BANKING DAN RISIKO OPERASIONAL (STUDI KASUS PADA NASABAH BANK CENTRAL ASIA DAN BANK RAKYAT INDONESIA)

Rizki Hartanto Tanic(1*), Apriani Dorkas Rambu Atahau(2),

(1) Fakultas Ekonomika dan Bisnis Universitas Kristen Satya Wacana (UKSW) Salatiga
(2) Fakultas Ekonomika dan Bisnis Universitas Kristen Satya Wacana (UKSW) Salatiga
(*) Corresponding Author

Abstract


Along with the development of the internet which has followed the rapid advances in technological development, people need fast and efficient payments due to the increasing number of financial transactions. Internet banking is one of the digital banking of the bank products that facilitate financial transactions. However, the use of internet banking cannot be separated from operational risks that will occur. As one of bank risks, operational risk plays an important role toward the im-plementation of digital banking. Hence, it is important to study the customer percep-tion on banks operational risk in providing digital banking services. The population in the study were customers of Bank Central Asia and Bank Rakyat Indonesia who used internet banking services. The samples taken in this study were 100 respon-dents from Bank Central Asia and 100 respondents from Bank Rakyat Indonesia in the area and the technique used was purposive sampling. The analysis technique used is quantitative descriptive analysis. This analysis included the average differ-ence test, validity test, and reliability test. It was processed using the SPSS program version 20. The findings showed that both banks had low operational risks according to their surveyed customers. Although BCA was perceived to have lower operational risks than BRI, some areas such as system risks needed more attention.

 

Seiring dengan perkembangan internet yang mengikuti pesatnya kemajuan teknologi, masyarakat membutuhkan pembayaran yang cepat dan efisien karena semakin banyaknya transaksi keuangan. Internet banking merupakan salah satu produk bank digital banking yang memfasilitasi transaksi keuangan. Namun penggunaan internet banking tidak lepas dari risiko operasional yang akan terjadi. Sebagai salah satu risiko bank, risiko operasional memegang peranan penting dalam penerapan digital banking. Oleh karena itu, penting untuk mempelajari persepsi nasabah terhadap risiko operasional bank dalam memberikan layanan perbankan digital. Populasi dalam penelitian ini adalah nasabah Bank Central Asia (BCA) dan Bank Rakyat Indonesia (BRI) yang menggunakan layanan internet banking. Sampel yang diambil dalam penelitian ini adalah 100 responden dari Bank Central Asia dan 100 responden dari Bank Rakyat Indonesia di wilayah tersebut dan teknik yang digunakan adalah purposive sampling. Teknik analisis yang digunakan adalah analisis deskriptif kuantitatif. Analisis ini meliputi uji beda rata-rata, uji validitas, dan uji reliabilitas. Diproses menggunakan program SPSS versi 20. Temuan menunjukkan bahwa kedua bank memiliki risiko operasional yang rendah menurut nasabah yang disurvei. Meskipun BCA dinilai memiliki risiko operasional yang lebih rendah dibandingkan BRI, namun beberapa area seperti risiko sistem perlu mendapat perhatian lebih.


Keywords


Legal risks, internal process risks, human risks, system risks (Risiko hukum, risiko proses internal, risiko manusia, risiko sistem)

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DOI: https://doi.org/10.38076/ideijeb.v2i1.55

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