Citation:

Mira Audina, Tiris Sudrarton. "Risk Management in E-Banking to Enhance Customer Satisfaction" International Research Journal of Economics and Management Studies, Vol. 3, No. 3, pp. 120-126, 2024.

Abstract:

The advent of digital technology has revolutionized the operations of banks, significantly enhancing service delivery and improving customer experiences. However, alongside these advancements come increasingly sophisticated security risks in the form of cybercrimes. Security in e-banking has become a primary concern, leading to continuous efforts to develop strategies aimed at protecting customer data and transactions. Despite these efforts, cyber attacks persist, necessitating more stringent preventive measures. This study utilizes a journal methodology with a qualitative approach, incorporating observations, customer interviews, and questionnaires to explore how technology integration in banking impacts customer satisfaction and risk perception. The research findings underscore the critical importance of customer education regarding the risks associated with digital banking. This empowerment enables customers to adopt proactive measures to safeguard themselves and enhance trust in financial institutions. Furthermore, the research emphasizes the imperative for collaboration between banks and government entities in addressing cyber threats. Strong regulatory frameworks and enhanced security infrastructure are essential components of this collaboration. Thus, while digital technology offers substantial opportunities for the banking sector, stakeholders must remain vigilant about associated risks and continue to collaborate to develop effective solutions. By collectively addressing these challenges, the banking sector can harness the transformative potential of digital technology while ensuring the resilience and security of financial systems in the face of evolving cyber threats.

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Keywords:

Risk Management, E-Banking, Customer Satisfaction.