Analysis Customers’ Factors of Switching Intention from Using Conventional Bank Services to Digital Bank in Indonesia

Nowadays, the development of information and communication technology has had a huge impact on all sectors, especially banking industries. Currently many companies are competing to acquire conventional banks in Indonesia to become digital banks. This research will use a quantitative approach by conducting surveys to conventional bank users that have intention to use digital bank in various regions of Indonesia. This research aims to what extent are users of conventional banking services in Indonesia influenced to migrate to digital bank. The collected data is processed using SmartPLS to identify factors that influence the intention to switch to digital bank. The results of this study are expected to provide more insight to the Bank, namely in developing marketing strategies and improving digital bank services and the customer also helped with the other customer’s experience. By using this research, the Bank can also optimize the results of this research as a business strategy in the future. This research showed that 5 factors have influence and 1 factor that have no influence to customer switching intention.