Analisis Tantangan Pengguna Aplikasi Wondr by BNI dalam Meningkatkan Kepercayaan Nasabah pada PT Bank BNI Makale

Agustina, Agustina (2025) Analisis Tantangan Pengguna Aplikasi Wondr by BNI dalam Meningkatkan Kepercayaan Nasabah pada PT Bank BNI Makale. Scholar thesis, Institut Agama Kristen Negeri Toraja.

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Abstract

Digitalisasi menjadi bagian penting dalam transformasi layanan perbankan, termasuk di PT Bank BNI yang menghadirkan aplikasi Wondr by BNI sebagai solusi layanan praktis dan efisien. Namun, penerapan aplikasi ini tidak lepas dari sejumlah tantangan. Penelitian ini bertujuan mengidentifikasi kendala yang dihadapi pengguna aplikasi Wondr by BNI dan hubungannya dengan kepercayaan nasabah di BNI Makale. Penelitian ini menggunakan metode deskriptif kualitatif dengan teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi. Analisis dilakukan dengan pendekatan teori tantangan teknologi dan kepercayaan, yang menguraikan bagaimana hambatan teknis, rendahnya pemahaman digital, kekhawatiran terhadap keamanan data, serta keraguan terhadap integritas dan mutu layanan berdampak terhadap tingkat kepercayaan pengguna. Walaupun berbagai permasalahan muncul, langkah perbaikan, edukasi, dan optimalisasi fitur yang dilakukan oleh pihak bank menjadi faktor penting dalam membangun ulang kepercayaan terhadap layanan digital. Dengan demikian, kepercayaan nasabah dapat terus ditingkatkan melalui penguatan kualitas layanan berbasis teknologi. Kata kunci : Aplikasi Wondr by BNI, Kepercayaan, Tantangan Pengguna. ABSTRACT Digitalization is an important part of the transformation of banking services, including at PT Bank BNI which presents the Wondr by BNI application as a practical and efficient service solution. However, implementing this application is not free from a number of challenges. This research aims to identify the obstacles faced by users of the Wondr by BNI application and their relationship with customer trust in BNI Makale. This research uses a qualitative descriptive method with data collection techniques through interviews, observation and documentation. The analysis was carried out using a technological challenges and trust theory approach, which describes how technical barriers, low digital understanding, concerns about data security, and doubts about the integrity and quality of services impact the level of user trust. Even though various problems arise, steps to improve, educate and optimize features carried out by the bank are important factors in rebuilding trust in digital services. In this way, customer trust can continue to be increased through strengthening the quality of technology-based services. Keywords: Wondr by BNI Application, Trust, User Challenges.

Item Type: Thesis (Scholar)
Subjects: H Social Sciences > HJ Public Finance
Depositing User: am andarias manting
Date Deposited: 22 Jul 2025 10:49
Last Modified: 22 Jul 2025 10:49
URI: http://digilib-iakntoraja.ac.id/id/eprint/4602

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