Track: E-Business/E-Service

Abstract

The service concept at teller counter in the banking sector currently is not only inefficient but also does not involve
the role of the customer. To respond to this condition, along with the rapid development of technology, a new digital
product is needed to accommodate the problems while maintaining the customer's experience during transactions. In
other words, the implementation of new digital product must benefit for all sides, both from the bank's side and from
the customer's side. Specifically on the customer side, a special investigation is needed to ensure that the new products
implemented by the bank still achieve their satisfaction so that customers still want to entrust their financial processes
to certain banking companies. Using Unified Theory of Acceptance and Use of Technology (UTAUT) model, this
paper will discuss about customer’s respond due to service digitalization at counter teller in banking companies.

Keywords
Digital Banking, Service Digitalization, Customer Satisfaction and UTAUT.