Digital-only banking experience: Insights from gen Y and gen Z

Currently, most traditional banks provide digital services and the government encourages people to use cashless payments in their everyday life, particularly during the pandemic when the demand for avoiding physical encounters is getting higher. There is a growing trend in the development of digital-only banks, a fully virtual bank without individual physical branches where all banking activities operate through mobile applications. Fully virtual operations change how individuals experience the service, and subsequently, their consumption and financial habits. This research explores the experiential factors affecting digital-only banking services among the generation Y and Z. A mixed-method approach was…

• IT
  Institut Teknologi Bandung