SHIFTING HABITS : HOW DIGITAL BANKING SERVICES TRANSFORM CONSUMER BEHAVIOR IN INDONESIA

Abstract

This study examines the impact of digital banking services—particularly QRIS and mobile banking—on consumer behavior in Indonesia. A qualitative method is employed, using a literature review approach. Drawing from previous studies, it is noted that earlier research utilized primary data collected through questionnaires distributed to 45 active users. The current study explores behavioral shifts and user perceptions regarding the convenience of digital banking. The findings reveal a dual impact: while digitalization significantly enhances transaction efficiency—as acknowledged by 84.4% of respondents—it also introduces behavioral risks. A majority (60%) reported an increase in impulsive purchasing, while 42.2% noted a decline in spending awareness.Moreover, the study identifies a generational gap, with age and digital literacy levels influencing the adoption of digital banking services. The research concludes that alongside technological advancement, there is an urgent need for targeted digital financial literacy programs. Such initiatives are essential to empower consumers to fully leverage the benefits of digital efficiency and accessibility, while mitigating risks related to poor financial control and impulsive spending behaviors in the digital era.