West Science Business and Management
177
Vol. 1, No. 03, Juni 2023: pp. 176-183
bank's products and services. This can be
achieved through the use of the bank's
website without the inconvenience of sending
letters, faxes, original signatures, and
confirmations over the phone [1]. Debit and
credit cards have made it easier for customers
to make transactions without the need for
cash [2]. Cloud computing is a technology that
provides solutions for almost all sectors to
improve their business. This technology helps
organizations to improve or redesign services
at a very low cost. Cloud computing is being
adopted by banks to improve their services
and operations [4].
The adoption
of these technological
innovations is not without challenges. Some
of the challenges faced by the banking
industry in adopting technology. Some bank
customers still cling to old traditions that
make them resistant and not easily adapt to
technological innovation. This can be seen
from the behavior of most bank customers
who still queue at branch offices despite the
availability of Mobile Banking,
Automated
Teller Machines (ATMs), and Internet
Banking [1].
The cost of adopting new technology
can be high, and this can be a challenge for
banks [4]. The bank's organizational structure
can also be a challenge in adopting new
technologies [4]. Decision making: Decision-
making can be a challenge in adopting new
technologies, especially in cases where there
is a lack of understanding of the benefits of
such
technologies
[3].
Despite
these
challenges, banks are investing heavily in the
adoption of new technologies to improve their
services and operations [2], [3].
This technological advancement has
made
banking
more
convenient
and
accessible
to
customers.
Technological
advances have had a significant impact on the
banking
industry, especially in terms of
customer satisfaction and behavior. The
implementation of e-banking services has the
potential to increase customer satisfaction
while providing a competitive advantage for
banks [5]. A study evaluated the number and
types of e-banking services used by customers
of various banks and their satisfaction after
using technology-based services based on
service
quality
dimensions
such
as
ease/convenience of use, reliability, security,
responsiveness, and personalization1. The
study found that the impact of e-banking
service delivery on customer satisfaction with
the bank is positive [5].
The development of Industry 4.0 has
revolutionized the way businesses are
conducted, and Industry 4.0
applications are
rapidly growing in the financial sector,
including the banking industry2. Banks are
challenged to realize their service strategies
by leveraging advanced technologies to meet
the expectations of modern customers [6]. A
maturity model has been proposed to assess
the level of readiness to adapt to Industry 4.0
in the banking sector, consisting of five
maturity levels: early, managed, defined,
established, and digitally oriented [6].
A study looked at the impact of
various demographic parameters on internet
banking
service excellence, customer value,
need fulfillment, and trust [7]. The study
found that customers with higher levels of
education and income who use internet
banking for most of their financial needs and
have done so for a longer period of time, have
higher levels of satisfaction [7]. The impact of
digital and technological advancements in the
Indonesian banking industry has been
examined from a marketing perspective [8].
The study found that digital advancement
and technological advancement have a
positive relationship
with marketing fraud
risk and IT utilization by banks, and also
found that marketing fraud risk may also
increase if banks increase IT utilization in
terms of introducing their products to current
and potential customers [8].
The use of social media channels and
its effect on bank performance has been
investigated [9]. The study found that there is
a significant relationship between useful and
trustworthy
content
and
customer
satisfaction, as well as between customer
satisfaction
and
retention5.
Recommendations from this study can help
banks to use social media channels in ways
