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"Digitalisasi yang merata merupakan salah satu target yang ingin dicapai pemerintah Indonesia pada tahun 2023 dan digitalisasi desa termasuk di dalamnya. Pemerintah Provinsi Jawa Barat melalui Jabar Digital Service telah membuat Program Desa Digital pada tahun 2019 yang terbagi dalam 3 kategori, yaitu infrastruktur, literasi digital, dan optimalisasi penggunaan Internet dengan IoT dan e-commerce. Pada bidang e-commerce disebut juga Talesa bekerja sama dengan Tokopedia dan membangun Tokopedia Center. Namun, saat ini beberapa Tokopedia center desa di Jawa Barat sudah tidak aktif di aplikasi Tokopedia. Oleh karena itu, penelitian ini bertujuan untuk menganalisis efektivitas program desa digital e-commerce (Talesa) melalui pendekatan ICT Policy Review Programme (ICTPR) Multi-Pillar E-commerce Assessment and Enabler Framework yang ditentukan oleh UNCTAD di desa yang sudah diimplementasikan dan diharapkan dapat menjadi rekomendasi kepada pemerintah untuk meningkatkan kesejahteraan masyarakat yang tinggal di desa. Hasil penelitian menunjukkan bahwa terdapat pengaruh variabel layanan Teknologi, Informasi, dan Komunikasi (TIK) sebesar 4,87%, logistic dan fasilitasi perdagangan sebesar 16,68%, pengembangan keterampilan sebesar 4%, dan platform e-commerce sebesar 14% terhadap efektivitas Program desa digital e-commerce (Talesa).

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Equitable digitization is one of the targets that the Indonesian government wants to achieve by 2023 and village digitization is included in it. The West Java Provincial Government through the West Java Digital Service has created a Digital Village Program in 2019 which is divided into 3 categories, namely infrastructure, digital literacy, and optimizing Internet use with IoT and e-commerce. In the field of e-commerce, also known as Talesa, collaborated with Tokopedia and built the Tokopedia Center. However, at this time several Tokopedia village centers in West Java are no longer active on the Tokopedia application. Therefore, this study aims to analyze the effectiveness of the digital e-commerce village program (Talesa) through the ICT Policy Review Program (ICTPR) Multi-Pillar E-commerce Assessment and Enabler Framework approach determined by UNCTAD in villages that have been implemented and are expected to be able to become a recommendation to the government to improve the welfare of the people living in the village. The results showed that there was an effect of 4.87% of Technology, Information and Communication (ICT) service variables, 16.68% logistics and trade facilitation, 4% skills development, and 14% e-commerce platform on the effectiveness of the village program. digital e-commerce (Talesa)."

"Era digitalisasi mengubah pola konsumen masyarakat ke arah digital yang mendorong pertumbuhan ekosistem digital antara bank digital dan platform e-commerce. Kolaborasi ini memungkinkan pengguna untuk melakukan transaksi secara seamless, meningkatkan kenyamanan dan efisiensi dalam bertransaksi. Meskipun penggunaannya semakin meningkat, memastikan pengguna terus menggunakan layanan ini (reuse intention) tetap menjadi tantangan. Penelitian ini bertujuan untuk menganalisis pengaruh pengalaman dan kepuasan pengguna terhadap niat untuk menggunakan kembali (reuse intention) layanan bank digital yang terintegrasi dengan e-commerce. Pengumpulan data dilakukan dengan melalui survei terhadap 616 responden dan wawancara terhadap 30 narasumber. Pengolahan data kuantitatif menggunakan metode covariance-based structural equation modeling (CB-SEM), sedangkan pengolahan data kualitatif menggunakan metode content analysis. Hasil penelitian menunjukkan bahwa perceived ease of use, perceived usefulness, perceived reliability, perceived value, dan perceived risk berpengaruh signifikan terhadap pengalaman pengguna, sedangkan perceived security tidak memengaruhi pengalaman pengguna. Selanjutnya pengalaman pengguna berpengaruh signifikan terhadap kepuasan pengguna, yang pada gilirannya memengaruhi niat untuk menggunakan kembali layanan bank digital. Temuan ini diharapkan dapat membantu bank digital dan platform e-commerce dalam merancang strategi yang efektif untuk meningkatkan kepuasan pengguna yang akhirnya dapat memengaruhi niat pengguna untuk menggunakan kembali layanan integrasi bank digital dan e-commerce sebagai metode pembayaran.

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The digital era is transforming consumer behavior towards digital platforms, driving the growth of the digital ecosystem between digital banks and e-commerce platforms. This collaboration allows users to conduct transactions seamlessly, enhancing convenience and efficiency. Despite the increasing usage, ensuring continuous use (reuse intention) remains a challenge. This study aims to analyze the influence of user experience and satisfaction on the reuse intention of integrated digital bank and e-commerce services. Data collection was conducted through surveys of 616 respondents and interviews with 30 participants. Quantitative data was processed using the covariance-based structural equation modeling (CB-SEM) method, while qualitative data was analyzed using content analysis. The results of the study show that perceived ease of use, perceived usefulness, perceived reliability, perceived value, and perceived risk significantly affect user experience, while perceived security does not influence user experience. Furthermore, user experience significantly impacts user satisfaction, which in turn affects the intention to reuse digital banking services. These findings are expected to assist digital banks and e-commerce platforms in designing effective strategies to enhance user satisfaction, ultimately influencing the intention to reuse the integrated digital bank and e-commerce services as a payment method."

"Era digitalisasi mengubah pola konsumen masyarakat ke arah digital yang mendorong pertumbuhan ekosistem digital antara bank digital dan platform e-commerce. Kolaborasi ini memungkinkan pengguna untuk melakukan transaksi secara seamless, meningkatkan kenyamanan dan efisiensi dalam bertransaksi. Meskipun penggunaannya semakin meningkat, memastikan pengguna terus menggunakan layanan ini (reuse intention) tetap menjadi tantangan. Penelitian ini bertujuan untuk menganalisis pengaruh pengalaman dan kepuasan pengguna terhadap niat untuk menggunakan kembali (reuse intention) layanan bank digital yang terintegrasi dengan e-commerce. Pengumpulan data dilakukan dengan melalui survei terhadap 616 responden dan wawancara terhadap 30 narasumber. Pengolahan data kuantitatif menggunakan metode covariance-based structural equation modeling (CB-SEM), sedangkan pengolahan data kualitatif menggunakan metode content analysis. Hasil penelitian menunjukkan bahwa perceived ease of use, perceived usefulness, perceived reliability, perceived value, dan perceived risk berpengaruh signifikan terhadap pengalaman pengguna, sedangkan perceived security tidak memengaruhi pengalaman pengguna. Selanjutnya pengalaman pengguna berpengaruh signifikan terhadap kepuasan pengguna, yang pada gilirannya memengaruhi niat untuk menggunakan kembali layanan bank digital. Temuan ini diharapkan dapat membantu bank digital dan platform e-commerce dalam merancang strategi yang efektif untuk meningkatkan kepuasan pengguna yang akhirnya dapat memengaruhi niat pengguna untuk menggunakan kembali layanan integrasi bank digital dan e-commerce sebagai metode pembayaran.

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The digital era is transforming consumer behavior towards digital platforms, driving the growth of the digital ecosystem between digital banks and e-commerce platforms. This collaboration allows users to conduct transactions seamlessly, enhancing convenience and efficiency. Despite the increasing usage, ensuring continuous use (reuse intention) remains a challenge. This study aims to analyze the influence of user experience and satisfaction on the reuse intention of integrated digital bank and e-commerce services. Data collection was conducted through surveys of 616 respondents and interviews with 30 participants. Quantitative data was processed using the covariance-based structural equation modeling (CB-SEM) method, while qualitative data was analyzed using content analysis. The results of the study show that perceived ease of use, perceived usefulness, perceived reliability, perceived value, and perceived risk significantly affect user experience, while perceived security does not influence user experience. Furthermore, user experience significantly impacts user satisfaction, which in turn affects the intention to reuse digital banking services. These findings are expected to assist digital banks and e-commerce platforms in designing effective strategies to enhance user satisfaction, ultimately influencing the intention to reuse the integrated digital bank and e-commerce services as a payment method."

"The COVID-19 pandemic has been a very strong reminder that the future economic development of any country is more than ever influenced by its ability to ramp-up digital competitiveness. Consequently, enterprises were pushed to assess and develop the possibilities offered by e-commerce and online marketing tools. In this book, experts outline the prerequisites for such online marketing competitiveness and compare the current level of digital marketing competitiveness in Europe by using publicly available macro and micro-level data. The authors present their analyses and recommendations including interviews with over 125 online marketers and e-commerce specialists and present the lessons from digitalization of over 600 SMEs."

"Penggunaan teknologi digital dalam penghimpunan zakat telah menjadi salah satu inovasi yang signifikan dalam dunia filantropi Islam. Dompet Dhuafa, sebagai salah satu lembaga zakat terkemuka di Indonesia, telah mengadopsi strategi kolektif dengan e-commerce dalam upaya penghimpunan zakat secara digital. Tujuan dari penelitian ini adalah untuk menganalisis strategi kolektif Dompet Dhuafa dengan e-commerce dalam penghimpunan zakat secara digital serta mengevaluasi dampaknya terhadap pengumpulan zakat. Penelitian ini menggunakan pendekatan kualitatif dengan metode studi kasus. Data diperoleh melalui wawancara mendalam dengan perwakilan Dompet Dhuafa dan analisis dokumen yang relevan. Temuan penelitian menunjukkan bahwa Dompet Dhuafa yang telah mengembangkan strategi kolektif dengan melibatkan mitra e-commerce dalam penghimpunan zakat secara digital, sejalan dengan teori tindakan kolektif Charles Tilly. Melalui strategi kolektif ini, Dompet Dhuafa dapat memanfaatkan jangkauan luas e-commerce untuk mencapai lebih banyak masyarakat yang potensial untuk membayar zakat. Selain itu, penggunaan teknologi digital memungkinkan proses pengumpulan zakat yang lebih efisien, transparan, dan akurat. Dampak strategi kolektif Dompet Dhuafa dengan e-commerce terlihat dalam peningkatan jumlah muzaki yang berpartisipasi dalam penghimpunan zakat secara digital. Mitra e-commerce menyediakan platform yang mudah digunakan, sehingga mempermudah masyarakat untuk melakukan pembayaran zakat dengan cepat dan aman. Selain itu, strategi ini juga meningkatkan kesadaran masyarakat tentang pentingnya membayar zakat, melalui kampanye dan promosi yang dilakukan oleh Dompet Dhuafa dan mitra e-commerce. Meskipun strategi kolektif Dompet Dhuafa dengan e-commerce memberikan banyak manfaat, ada beberapa tantangan yang perlu diatasi. Salah satunya adalah meningkatkan literasi digital masyarakat agar dapat menggunakan platform e-commerce dengan baik. Dompet Dhuafa juga perlu terus meningkatkan kerjasama dengan mitra e-commerce dan mengoptimalkan strategi pemasaran untuk mencapai lebih banyak masyarakat yang belum terjangkau.

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The use of digital technology in collecting zakat has become a significant innovation in the world of Islamic philanthropy. Dompet Dhuafa, as one of the leading zakat institutions in Indonesia, has adopted a collective strategy with e-commerce in an effort to digitally collect zakat. The aim of this research is to analyze the collective strategy of Dompet Dhuafa with e-commerce in digital zakat collection and evaluate its impact on zakat collection. This research uses a qualitative approach with a case study method. Data was obtained through in-depth interviews with representatives of Dompet Dhuafa and analysis of relevant documents. The research findings show that Dompet Dhuafa has developed a collective strategy by involving e-commerce partners in digital zakat collection, in line with Charles Tilly's theory of collective action. Through this collective strategy, Dompet Dhuafa can leverage the wide reach of e-commerce to reach more potential individuals who can pay zakat. Additionally, the use of digital technology enables a more efficient, transparent, and accurate zakat collection process. The impact of Dompet Dhuafa's collective strategy with e-commerce is evident in the increased number of muzaki (zakat payers) participating in digital zakat collection. E-commerce partners provide user-friendly platforms, making it easier for people to make zakat payments quickly and securely. Furthermore, this strategy also raises awareness among the public about the importance of paying zakat through campaigns and promotions conducted by Dompet Dhuafa and e-commerce partners. Despite the many benefits provided by Dompet Dhuafa's collective strategy with e-commerce, there are several challenges that need to be addressed. One of them is to enhance digital literacy among the public to enable them to effectively use e-commerce platforms. Dompet Dhuafa also needs to continuously improve cooperation with e-commerce partners and optimize marketing strategies to reach more underserved communities."

"Teknologi digital menciptakan kemajuan bidang perdagangan barang dan jasa yang ditandai tingginya nilai transaksi e-commerce serta jumlah pengguna internet yang mendorong tumbuhnya jumlah pelaku usaha pada pasar bersangkutan. Dalam menganalisa persaingan, otoritas persaingan perlu mendefinisikan struktur pasar yang terbentuk dan menjadi lebih rumit akibat adanya efek jaringan tidak langsung yang menjadikan pasar yang terbentuk lebih dari satu dan saling berkaitan. Hal tersebut menimbulkan kendala pada penerapan alat uji SSNIP serta mempengaruhi KPPU dalam penegakan hukumnya. Dalam penelitian ini akan menganalisis kasus yang terjadi di Amerika Serikat, Eropa, maupun perkara di Indonesia dalam Putusan Perkara Nomor 13/KPPU-I/2019.  Penelitian ini dipaparkan untuk mengetahui bagaimanakah penentuan pasar bersangkutan sektor e-commerce dalam perspektif hukum persaingan usaha di era ekonomi digital serta pengaturan penegakan hukumnya berdasarkan Undang-Undang Nomor 5 Tahun 1999. Metode penelitian yang digunakan adalah ini yuridis normatif dengan menggunakan pendekatan konseptual dan pendekatan perbandingan. Adapun bahan-bahan penelitian yang terdiri bahan hukum maupun non hukum dilakukan melalui studi dokumen hukum dan studi kepustakaan. Hasil penelitian menunjukkan bahwa penerapan alat uji SSNIP pada multisided market menjadi perdebatan, tidak ada kesepakatan apakah harus diterapkan ke seluruh struktur harga platform atau per sisi. Tolok ukur pasar bersangkutan akan berubah dari uji harga beralih ke uji kualitas SSNDQ. KPPU perlu membedakan alat uji dalam menentukan pasar bersangkutan baik terjadi pada pasar konvensional atau pasar multisided market. Dalam penegakan hukumnya, tata cara penanganan perkara dalam Undang-Undang No. 5 Tahun 1999 serta peraturan pelaksanannya sangat terbatas dan diperlukan penerbitan peraturan terbaru.

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Digital technology creates progress in the field of trade in goods and services, which is marked by the total value of e-commerce transactions and internet users, which encourages the growth of the number of business actors in the relevant market. In the analysis of competition, competition competition needs to define the market structure that is formed and becomes more complicated due to the indirect network effect that makes the formed market more than one and interrelated. This creates obstacles in the application of the SSNIP test equipment and affects KPPU in its law enforcement. In this study, we will analyze cases that occurred in the United States, Europe, and cases in Indonesia in the Decision on Case Number 13/KPPU-I/2019. This study describes how the relevant market for the e-commerce sector is in the perspective of business competition law in the digital economy era and its law enforcement arrangements based on Law Number 5 of 1999. The research method used is normative juridical by using a conceptual approach and a comparative approach. . The research materials consisting of legal and non-legal materials were carried out through the study of legal documents and literature studies. The results showed that the application of the SSNIP test tool in the multi-sided market was implemented, there was no agreement whether it should be applied to the entire platform price structure or per side. The relevant market benchmark will change from the price test switch to the SSNDQ quality test. KPPU needs to differentiate the test equipment in determining the relevant market, whether it occurs in the conventional market or the multi-sided market. In law enforcement, the procedure for handling cases in Law no. 5 of 1999 and its implementing regulations are very limited and the issuance of the latest regulations."

"Blibli.com adalah salah satu e-Commerce di Indonesia yang menyediakan platform jual beli secara online untuk para konsumen yang ingin membeli dagangan yang dijual oleh UKM atau penjual. Penelitian ini bertujuan untuk mengidentifikasi karakteristik konsumen, menganalisis seberapa besar tingkat kepuasan pelanggan Blibli.com, menganalisis pengaruh kepuasan pelanggan terhadap performa layanan website dengan loyalitas pelanggan di e-Commerce Blibli.com. Penelitian ini memiliki jumlah sampel sebanyak 70 orang, dan Teknik pengumpulan data yang menggunakan metode purposive sampling. Penelitian ini menggunakan metode analisis data berupa analisis deskriptif, importance performance analysis (IPA), customer satisfaction index (CSI), dan partial least square (PLS). Hasil penelitian menunjukan bahwa pelanggan Blibli.com berada pada tingkat yang “Puas”. Loyalitas konsumen dipengaruhi secara positif signifikan oleh service interaction.

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Blibli.com is one of the e-Commerce in Indonesia that provides an online buying and selling platform for consumers who want to buy merchandise sold by SMEs or sellers. This study aims to identify consumer characteristics, analyze how much the level of customer satisfaction Blibli.com, analyze the effect of customer satisfaction on the performance of website services with customer loyalty in e-Commerce Blibli.com. This study has a total sample of 70 people, and data collection techniques using purposive sampling methods. This study uses data analysis methods in the form of descriptive analysis, importance performance analysis (IPA), customer satisfaction index (CSI), and partial least square (PLS). The results showed that Blibli.com customers were at the "Satisfied" level. Consumer loyalty is significantly positively influenced by service interaction."

"Perkembangan internet dan smartphone mendorong berbagai kegiatan, salah satunya pembayaran, untuk dilakukan secara online dengan memanfaatkan teknologi mobile. Saat ini bank sudah mulai menyediakan layanan digital only bank. Namun, masih banyak pro-kontra terkait bank digital di Indonesia. Oleh karena itu, penelitian ini bertujuan untuk meneliti adopsi digital banking yang melibatkan perpindahan kepercayaan dari suatu e-commerce yang sudah banyak dipercayai dengan menggunakan teori trust transfer beserta faktor-faktor customer experience yang memengaruhi proses trust transfer tersebut. Penelitian ini menggunakan studi kasus bank digital SeaBank dengan e-commerce Shopee yang memiliki satu parent group yang sama yaitu Sea Group. Pendekatan kuantitatif pada penelitian ini memanfaatkan data dari penyebaran kuesioner daring dengan total 629 responden. Kemudian, data diolah menggunakan metode partial least squares structural equation modeling (PLS-SEM) dengan perangkat lunak SmartPLS 4. Hasil analisis data menunjukkan faktor customer cost, convenience, perceived ease of use, informativeness, dan relationship investment berpengaruh secara positif kepada trust in Shopee. Lalu, faktor customisation, customer cost, dan relationship investment berpengaruh secara positif kepada loyalty to Shopee. Selain itu, ditemukan bahwa trust in Shopee dan loyalty to Shopee memengaruhi trust in SeaBank secara positif, serta trust in SeaBank memengaruhi intention to use SeaBank secara positif, sehingga penelitian ini memperkuat teori trust transfer. Di lain sisi, faktor customisation tidak memengaruhi trust in Shopee dan faktor convenience, perceived ease of use, dan informativeness tidak memengaruhi loyalty to Shopee. Namun, penolakan beberapa hipotesis tersebut telah divalidasi oleh enam narasumber wawancara yang merupakan pengguna aktif Shopee. Implikasi teoritis penelitian ini adalah perluasan mengenai pengaruh customer experience terhadap value yang diberikan perusahaan kepada customer, dapat meningkatkan kepercayaan dan kesetiaan pengguna sekaligus memberikan fakta baru mengenai proses trust transfer hingga menjadi intention to use antara Shopee dengan SeaBank dalam konteks customer experience.

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The development of the internet and smartphones has facilitated various activities, including online payments, by leveraging mobile technology. Currently, banks have begun offering digital-only banking services. However, there are still many pros and cons related to digital banks in Indonesia. Therefore, this research aims to examine the adoption of digital banking, involving the transfer of trust from a well-established e-commerce platform, using the trust transfer theory and the factors of customer experience that influence this trust transfer process. This study focuses on the case of SeaBank, a digital bank, and Shopee, an e-commerce platform, which share the same parent group, Sea Group. The quantitative approach in this research utilizes data collected through online questionnaires with a total of 629 respondents. The data is then analyzed using the partial least squares structural equation modeling (PLS-SEM) method with SmartPLS4 software. The results of the data analysis show that factors such as customer cost, convenience, perceived ease of use, informativeness, and relationship investment have a positive influence on trust in Shopee. Furthermore, customisation, customer cost, and relationship investment have a positive impact on loyalty to Shopee. Additionally, trust in Shopee and loyalty to Shopee positively affect trust in SeaBank, and trust in SeaBank positively influences the intention to use SeaBank, thus strengthening the trust transfer theory. On the other hand, customisation does not affect trust in Shopee, and factors such as convenience, perceived ease of use, and informativeness do not influence loyalty to Shopee. However, the rejection of these hypotheses has been validated by six interviewees who are active Shopee users. The theoretical implications of this research include expanding the understanding of the influence of customer experience on the value provided by companies to customers, which can enhance user trust and loyalty, while also providing new insights into the trust transfer process leading to the intention to use between Shopee and SeaBank in the context of customer experience."

"Perkembangan internet dan smartphone mendorong berbagai kegiatan, salah satunya pembayaran, untuk dilakukan secara online dengan memanfaatkan teknologi mobile. Saat ini bank sudah mulai menyediakan layanan digital only bank. Namun, masih banyak pro-kontra terkait bank digital di Indonesia. Oleh karena itu, penelitian ini bertujuan untuk meneliti adopsi digital banking yang melibatkan perpindahan kepercayaan dari suatu e-commerce yang sudah banyak dipercayai dengan menggunakan teori trust transfer beserta faktor-faktor customer experience yang memengaruhi proses trust transfer tersebut. Penelitian ini menggunakan studi kasus bank digital SeaBank dengan e-commerce Shopee yang memiliki satu parent group yang sama yaitu Sea Group. Pendekatan kuantitatif pada penelitian ini memanfaatkan data dari penyebaran kuesioner daring dengan total 629 responden. Kemudian, data diolah menggunakan metode partial least squares structural equation modeling (PLSSEM) dengan perangkat lunak SmartPLS 4. Hasil analisis data menunjukkan faktor customer cost, convenience, perceived ease of use, informativeness, dan relationship investment berpengaruh secara positif kepada trust in Shopee. Lalu, faktor customisation, customer cost, dan relationship investment berpengaruh secara positif kepada loyalty to Shopee. Selain itu, ditemukan bahwa trust in Shopee dan loyalty to Shopee memengaruhi trust in SeaBank secara positif, serta trust in SeaBank memengaruhi intention to use SeaBank secara positif, sehingga penelitian ini memperkuat teori trust transfer. Di lain sisi, faktor customisation tidak memengaruhi trust in Shopee dan faktor convenience, perceived ease of use, dan informativeness tidak memengaruhi loyalty to Shopee. Namun, penolakan beberapa hipotesis tersebut telah divalidasi oleh enam narasumber wawancara yang merupakan pengguna aktif Shopee. Implikasi teoritis penelitian ini adalah perluasan mengenai pengaruh customer experience terhadap value yang diberikan perusahaan kepada customer, dapat meningkatkan kepercayaan dan kesetiaan pengguna sekaligus memberikan fakta baru mengenai proses trust transfer hingga menjadi intention to use antara Shopee dengan SeaBank dalam konteks customer experience.

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The development of the internet and smartphones has facilitated various activities, including online payments, by leveraging mobile technology. Currently, banks have begun offering digital-only banking services. However, there are still many pros and cons related to digital banks in Indonesia. Therefore, this research aims to examine the adoption of digital banking, involving the transfer of trust from a well-established e-commerce platform, using the trust transfer theory and the factors of customer experience that influence this trust transfer process. This study focuses on the case of SeaBank, a digital bank, and Shopee, an e-commerce platform, which share the same parent group, Sea Group. The quantitative approach in this research utilizes data collected through online questionnaires with a total of 629 respondents. The data is then analyzed using the partial least squares structural equation modeling (PLS-SEM) method with SmartPLS4 software. The results of the data analysis show that factors such as customer cost, convenience, perceived ease of use, informativeness, and relationship investment have a positive influence on trust in Shopee. Furthermore, customisation, customer cost, and relationship investment have a positive impact on loyalty to Shopee. Additionally, trust in Shopee and loyalty to Shopee positively affect trust in SeaBank, and trust in SeaBank positively influences the intention to use SeaBank, thus strengthening the trust transfer theory. On the other hand, customisation does not affect trust in Shopee, and factors such as convenience, perceived ease of use, and informativeness do not influence loyalty to Shopee. However, the rejection of these hypotheses has been validated by six interviewees who are active Shopee users. The theoretical implications of this research include expanding the understanding of the influence of customer experience on the value provided by companies to customers, which can enhance user trust and loyalty, while also providing new insights into the trust transfer process leading to the intention to use between Shopee and SeaBank in the context of customer experience."

"Perkembangan internet dan smartphone mendorong berbagai kegiatan, salah satunya pembayaran, untuk dilakukan secara online dengan memanfaatkan teknologi mobile. Saat ini bank sudah mulai menyediakan layanan digital only bank. Namun, masih banyak pro-kontra terkait bank digital di Indonesia. Oleh karena itu, penelitian ini bertujuan untuk meneliti adopsi digital banking yang melibatkan perpindahan kepercayaan dari suatu e-commerce yang sudah banyak dipercayai dengan menggunakan teori trust transfer beserta faktor-faktor customer experience yang memengaruhi proses trust transfer tersebut. Penelitian ini menggunakan studi kasus bank digital SeaBank dengan e-commerce Shopee yang memiliki satu parent group yang sama yaitu Sea Group. Pendekatan kuantitatif pada penelitian ini memanfaatkan data dari penyebaran kuesioner daring dengan total 629 responden. Kemudian, data diolah menggunakan metode partial least squares structural equation modeling (PLS-SEM) dengan perangkat lunak SmartPLS 4. Hasil analisis data menunjukkan faktor customer cost, convenience, perceived ease of use, informativeness, dan relationship investment berpengaruh secara positif kepada trust in Shopee. Lalu, faktor customisation, customer cost, dan relationship investment berpengaruh secara positif kepada loyalty to Shopee. Selain itu, ditemukan bahwa trust in Shopee dan loyalty to Shopee memengaruhi trust in SeaBank secara positif, serta trust in SeaBank memengaruhi intention to use SeaBank secara positif, sehingga penelitian ini memperkuat teori trust transfer. Di lain sisi, faktor customisation tidak memengaruhi trust in Shopee dan faktor convenience, perceived ease of use, dan informativeness tidak memengaruhi loyalty to Shopee. Namun, penolakan beberapa hipotesis tersebut telah divalidasi oleh enam narasumber wawancara yang merupakan pengguna aktif Shopee. Implikasi teoritis penelitian ini adalah perluasan mengenai pengaruh customer experience terhadap value yang diberikan perusahaan kepada customer, dapat meningkatkan kepercayaan dan kesetiaan pengguna sekaligus memberikan fakta baru mengenai proses trust transfer hingga menjadi intention to use antara Shopee dengan SeaBank dalam konteks customer experience.

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The development of the internet and smartphones has facilitated various activities, including online payments, by leveraging mobile technology. Currently, banks have begun offering digital-only banking services. However, there are still many pros and cons related to digital banks in Indonesia. Therefore, this research aims to examine the adoption of digital banking, involving the transfer of trust from a well-established e-commerce platform, using the trust transfer theory and the factors of customer experience that influence this trust transfer process. This study focuses on the case of SeaBank, a digital bank, and Shopee, an e-commerce platform, which share the same parent group, Sea Group. The quantitative approach in this research utilizes data collected through online questionnaires with a total of 629 respondents. The data is then analyzed using the partial least squares structural equation modeling (PLS-SEM) method with SmartPLS4 software. The results of the data analysis show that factors such as customer cost, convenience, perceived ease of use, informativeness, and relationship investment have a positive influence on trust in Shopee. Furthermore, customisation, customer cost, and relationship investment have a positive impact on loyalty to Shopee. Additionally, trust in Shopee and loyalty to Shopee positively affect trust in SeaBank, and trust in SeaBank positively influences the intention to use SeaBank, thus strengthening the trust transfer theory. On the other hand, customisation does not affect trust in Shopee, and factors such as convenience, perceived ease of use, and informativeness do not influence loyalty to Shopee. However, the rejection of these hypotheses has been validated by six interviewees who are active Shopee users. The theoretical implications of this research include expanding the understanding of the influence of customer experience on the value provided by companies to customers, which can enhance user trust and loyalty, while also providing new insights into the trust transfer process leading to the intention to use between Shopee and SeaBank in the context of customer experience."