COMPARISON ANALYSIS OF CUSTOMER EXPERIENCE IN ROBO-ADVISOR VS. HUMAN TRADER IN MAKING FINANCIAL DECISION IN THE TRADING USING CUSTOMER JOURNEY MAPPING METHOD
There are many types of financial technology that have now developed. Robo-advisor is a kind of financial technology established since 2008. In this research, the Robo-advisor used for playing trading forex. Generally, users who do not know about forex trading will use Robo-advisor as their finan...
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/49520 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | There are many types of financial technology that have now developed. Robo-advisor is a
kind of financial technology established since 2008. In this research, the Robo-advisor used
for playing trading forex. Generally, users who do not know about forex trading will use
Robo-advisor as their financial decision-maker, it is possible that users as human-trader can
play this forex trading manually. Therefore, the purpose of this study is to determine the
comparison of financial risks, captured emotions, and the final decision of Robo-Advisor
users and human-traders based on experience with the customer journey mapping method in
playing forex trading. The researcher used eight respondents for this study, consisting of four
Robo-advisor respondents and four human-trader respondents, which then conducted online
questionnaires and semi-interviews to obtain data used to start making touchpoints as a basis
for mapping customer journeys. The results obtained indicate that Robo-advisor's financial
risk can no longer be changed because it is based on a predetermined algorithmic system, and
the users' average emotions are happy and will continue to use Robo-advisor as a financial
decision-maker. While human traders can adjust their choices as they do personal analysis
and show that they prefer to manually play forex trading compared to Robo-Advisor.
Therefore users of Robo-Advisor will continue to use Robo-advisor and human-traders will
continue to manually play forex trading. |
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