KEPUASAN NASABAH DALAM TRANSFORMASI LAYANAN PERBANKAN DIGITAL PT BANK CENTRAL ASIA, TBK (Studi Pada PT Bank Central Asia, TBK Kantor Cabang Pembantu Hasanudin)

Abstract

This study aims to determine the quality of services provided by an industry, especially in digital service transformation. This study used a qualitative method by conducting in-depth interviews with BCA KCP Hasanudin customers and asking each informant to explain his opinion about the digital services he experienced. Based on Gap Gap, Baby Boomers can accept change but are constrained when using it, Generation X can adapt but prefer to transact directly at branches, and Millennials can enjoy digital change and make everyday life easier. And Generation Z can adapt quickly to this digital service transformation.