Implementation of Digital Literacy in Increasing Public Understanding and Trust in the Digital Bank Platform (DIGI): A Case Study of Bank BJB Bandung

Vollständiger Abstract

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General Background The rapid development of digital banking requires adequate digital literacy to ensure people can utilize financial services effectively, safely, and confidently. Specific Background This qualitative case study examines the implementation of digital literacy in improving public understanding and trust regarding the Digital Bank Platform (DIGI) at Bank BJB Bandung. Knowledge Gap Specific empirical evaluations addressing internal knowledge gaps, informal educational practices, and role conflicts within regional digital banking platforms remain scarce. Aims This study analyzes the implementation of digital literacy to improve public understanding and trust toward the DIGI platform. Results Findings reveal that digital literacy significantly enhances user understanding and trust, while revealing structural challenges including knowledge gaps between information technology divisions and frontliners, unstructured education, limited evaluations, and employee role conflicts. Novelty This research demonstrates that sustainable digital banking transformation depends heavily on resolving internal structural knowledge barriers and formalizing customer education mechanisms. Implications Strengthening employee training, structuring digital literacy programs, improving knowledge transfer, and collaborating with stakeholders are essential to support sustainable digital banking transformation and boost public confidence. Highlights: Digital literacy plays a vital role in elevating user comprehension and trust in digital banking services. Internal organizational hurdles such as knowledge gaps between IT divisions and frontliners hinder optimal digital service delivery. Strengthening structured employee training and formalizing customer education programs are necessary to support sustainable banking transformation. Keywords: Digital Literacy, Digital Banking, Public Trust, Bank BJB DIGI, Digital Transformation