Pengaruh Penerapan Digital Banking terhadap Efisiensi Operasional pada Bank Sulutgo Cabang Kota Gorontalo

Abstract

This study aimed to analyze the influence of digital banking implementation on operational efficiency at PT Bank SulutGo Gorontalo City Branch during the observation period. This study employed a quantitative approach using an explanatory design. The data used were secondary data consisting of fluctuations in the number of BSGTouch application users and the Operating Expenses to Operating Income Ratio (Biaya Operasional terhadap Pendapatan Operasional/BOPO) obtained from the bank's internal reports. All monthly time- series observational data were analyzed using descriptive statistics, classical assumption tests, simple linear regression, hypothesis testing, and the coefficient of determination, with the assistance of statistical software. The findings showed that the BSGTouch user base experienced substantial growth over the observation period. The regression analysis produced an equation model indicating that the implementation of digital banking had a positive influence on the BOPO ratio. The hypothesis test results statistically confirmed that the digital banking variable had a significant effect on operational efficiency. The coefficient of determination indicated that most of the variation in BOPO fluctuations was explained by the implementation of digital banking. These findings provide empirical evidence of the digital paradox, whereby the rapid acceleration of digital service adoption is accompanied by increased short-term operational costs due to in information technology substantial nfrastructure, system investments maintenance, cybersecurity, and customer education. Nevertheless, the bank's overall BOPO level was estimated to remain within the healthy category in accordance with the regulatory standards.