THE IMPLEMENTATION OF DIGITAL TRANSFORMATION IN FINANCIAL SERVICES: CUSTOMERS’ RESPONSE TO FINTECH SERVICES IN INDONESIA AS EMERGING DIGITAL DISTRUPTION IN THE INDONESIAN BANKING INDUSTRY (A CASE STUDY ON MILLENIALS AND GEN Z)

• Main Author: Savitri, Dewi
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/57662
• Institution: Institut Teknologi Bandung

The concept of digital transformation is a new concept that comes from technology innovation, and the technology has been adapted since internet mainstream was introduced. Digital transformation can be described as a process and strategy using digital technology in order to change the process of business and operational process or to enhance the way in serving customers, and financial industry is also impacted by digital transformation Bank has important role in financial industry, and FinTech appeared to disrupt banks. As the majority population and also digital generation, Millennials and Gen Z are having important part in determining the future of digital financial services. Whether FinTech will still be relevant, and how is the position of banking industry in a disruptive digital transformation, or there will be another option in digital financial services. And what are the challenge to address and the solution to improve the implementation of digital transformation for financial services will be part of idea in this research. This research is using quantitative methodology research and descriptive analysis to analyze the statistic result from millennials and Gen Z respondents and getting the information from primary data which is the opinion of millennials and Gen Z regarding digital transformation within financial service, specifically whether FinTech will disrupt banking industry in the eye of the digital generation.