PENGARUH DIGITALISASI LAYANAN PERBANKAN DAN CUSTOMER EXPERIENCE TERHADAP EKONOMI KREATIF YANG DIMODERASI PERATURAN BANK INDONESIA SELAMA MASA PANDEMI COVID 19

Abstract

This study is a study that analyzes the effect of digitizing banking services and customer experience on the creative economy moderated by bank Indonesia regulations. The purpose of this study was to find out the clarity of the phenomenon of the effect of digitizing banking services and customer experience on the creative economy moderated by bank Indonesia regulations during the covid 19 pandemic. The population used in this study was 152 bankable general public, while the selected sample was 149 people. who have an active account at a bank and already use digital financial services. The technique used in taking the research sample is non-probability sampling. The processed data is primary data with questionnaire data collection method. The analytical tool used is Structural Equation Modeling using Lisrel 8.70. In this study, the results showed that the customer experience variable and the moderating variable of bank Indonesia regulations on the influence of customer experience had a significant effect on the creative economy. While the variable of digitizing banking services, bank indonesia regulations and moderating variables of bank indonesia regulations on the digitization of banking services has no significant effect on the creative economy.