About this article
- Submitted: May 30, 2025
- Final Revised: Oct 05, 2025
- Accepted: Jan 04, 2026
- Published: Jan 22, 2026
- Abstract view: 2
- PDF Download: 1
- Volumes: Vol. 4 No. 1 (2026) Pages 66-79
- DOI: 10.63208/21014-201
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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Copyright (c) 2026 Dwi Riyadi Susanto, Andi Evan Zulfiqar, Amie Kusumawardhani (Author)
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Abstract
The digital transformation in the banking industry has brought fundamental changes to how financial institutions deliver services, build trust, and create value for customers. This article examines the relationship between digital banking transformation and the development of customer trust in the new economy era. The main focus of this study is the optimization of BRI's Info Lelang website as a digital platform for promoting collateral assets in resolving non-performing loans (NPLs). The research employs a descriptive qualitative approach through literature review and document analysis related to the implementation of digital banking services. The findings indicate that customer trust is built through three main aspects: information transparency, system security, and ease of service access. The optimization of the Info Lelang website strengthens BRI's image as an adaptive and transparent financial institution in managing digital assets. Overall, the implementation of digital innovations not only enhances operational efficiency and effectiveness but also contributes to increasing public trust in digital banking services in Indonesia.
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