THE EFFECT OF BANKING DIGITALIZATION ON EMPLOYEE EFFECTIVENESS AND PRODUCTIVITY IN SERVING CUSTOMERS

Abstract

This study aims to find out about the effect of banking digitalization on the effectiveness and productivity of employees in serving consumers. This research uses a literature study, this article reveals how banking digitalization is really needed in improving performance and speeding up the work processes of bank employees in serving any problems that occur in banks, which involve all consumer needs. Banking digitization can make it easier for consumers to carry out transaction processes, therefore this banking digitization greatly affects the level of consumer loyalty. From the results of the literature research that researchers conducted, a significant result is that the influence of banking digitization greatly affects the quality of services provided to consumers, Of course this will be in line with the effectiveness and productivity of the banking sector and bank employees regarding the services provided to consumers. The more effective a service will increase the positive response of consumers, as well as increase consumer loyalty to the bank. Banking digitization is a form of service renewal that will also provide convenience for employees in carrying out their duties to consumers.