Regulation and Technology Innovation in Support of Comprehensive Customer Experience in the Banking Industry in Kediri
Authors: Laely Nur , Djunaedi  , Lidiawan Angga Rizka , Lidiawaty Berlian Rahmy 
Published: January 2024

Finalidade: The finalidade of the study is to investigate the influence of regulation and technology innovation on the comprehensive customer experience in the banking industry in Kediri, East Java.

Purpose: The purpose of the document is to present the results and discussion of a study conducted on the regulation and technology innovation in support of comprehensive customer experience in the banking industry in Kediri. The document aims to test and develop a policy model suitable for several banks in Kediri City, East Java, and provide views and policy models that can be applied to other banks to improve the comprehensive banking experience for customers.

Theoretical framework: The theoretical framework of the study is based on the Regulation and Technology Innovation in Support of Comprehensive Customer Experience in the Banking Industry in Kediri. It focuses on the influence of regulation and control of customer account security, monitoring the digital banking experience, and the need for continuous technology service innovation on the comprehensive banking experience in the four banks in Kediri City. This framework is supported by previous research that discusses the importance of regulatory resilience, basic security design of internet banking models, and sustainability relations. Additionally, it aligns with studies that explore barriers to innovation and change, online reviews and product sales, and factors affecting bank customers' usage of electronic banking.

Methods: The method used in the study is an associative research design and proportionate stratified random sampling technique. This approach allowed the researchers to analyze the influence of regulation and technology innovation on the comprehensive customer experience in the banking industry in Kediri, East Java. The study involved collecting data from customers of four banks in Kediri and conducting statistical analysis to determine the impact of regulation, control of customer account security, monitoring of digital banking experience, and technology service innovation on the comprehensive banking experience. The findings from the analysis were used to recommend strategies for banks to improve customer experience and security.

Findings: The findings of the study indicate that regulation and control of customer account security and monitoring the digital banking experience have a significant positive influence on the comprehensive banking experience in Kediri, East Java. However, the need for continuous technology service innovation and minimizing customer identity theft did not have a significant effect on the comprehensive banking experience. The study recommends strategies for banks, such as implementing new technological innovations, introducing fraud simulations, and strengthening security systems, to improve the comprehensive banking experience for customers. These strategies aim to increase the attractiveness of features, minimize customer identity theft, and provide a more secure and efficient banking experience. Overall, the recommended strategies can help banks create a more comprehensive customer experience and increase customer confidence in banking services.

Practical implications: The practical implications of the study include the recommendation for banks to implement new technological innovations, introduce fraud simulations, and strengthen security systems to improve the comprehensive banking experience for customers. Additionally, the study suggests the importance of continuous security protection with best-in-class data management and the need for government awareness to consistently socialize victimization in the banking business. These practical implications aim to increase the attractiveness of features, minimize customer identity theft, and provide a more secure and efficient banking experience for customers. Overall, the recommended strategies can help banks create a more comprehensive customer experience and increase customer confidence in banking services.

Originality/Value: The originality and value of the study lie in its focus on the specific context of the banking industry in Kediri, East Java, and its emphasis on the influence of regulation and technology innovation on the comprehensive customer experience. The study's findings provide insights into the specific factors that significantly impact the banking experience in this region, highlighting the importance of regulating and controlling customer account security and monitoring the digital banking experience. Additionally, the study's recommendations for banks to implement new technological innovations, introduce fraud simulations, and strengthen security systems offer practical strategies for improving the comprehensive banking experience for customers. Overall, the study contributes to the existing literature by providing a policy model that can be applied to other banks to enhance the customer experience and security in the banking industry.