SeaBank has been named the most trusted digital bank in Indonesia, according to a recent survey conducted by Ipsos.

The study, titled “Consumer Behavior & Satisfaction Towards Digital Banks in Indonesia,” evaluated the habits, preferences, and trust levels of digital banking users across the country.

Digital Banking Transactions See Strong Yearly Growth

Bank Indonesia reported that digital banking transactions in the country grew 40.1% year-on-year (YoY) as of November 2024.

This growth is expected to continue into 2025 with a projected 52.3% increase, supported by a 34.1% rise in BI-Fast transaction volume.

These trends reflect the expanding role of digital banking in everyday financial activities.

The Ipsos survey was conducted online at the end of February 2025 using Ipsos Digital Solutions’ Online Panel Fast Fact.

It involved 300 respondents aged 18–55 from various regions and socioeconomic levels in Indonesia.

All participants were active internet users with at least one digital bank account, and they used digital banking services at least once a month.

SeaBank Leads in Reputation and User Trust

SeaBank received the highest rating for trustworthiness and reputation among digital banks, chosen by 59% of respondents.

Bank Jago followed at 26%, and Bank Neo at 22%. Respondents also associated SeaBank with ease and safety in financial transactions.

These perceptions were supported by SeaBank’s collaboration with Shopee, one of Indonesia’s largest e-commerce platforms.

According to Ipsos, the top three activities users engage in with digital banks are e-wallet top-ups (76%), QRIS payments (71%), and interbank transfers (70%).

Younger Generations Prefer Digital Banking Solutions

The survey showed that digital banking is most popular among younger age groups, particularly Generation Z and Millennials.

Over 50% of respondents aged 25–44 selected SeaBank as their preferred digital bank. Bank Jago was next with 32%, followed by Bank Neo at 28%.

Respondents in these age groups actively use digital banking services and associate them with convenience, security, and reliability.

SeaBank Preferred for Business and Entrepreneurial Use

In addition to personal finance, digital banking is increasingly used for business purposes.

SeaBank was again the top choice, with 47% of respondents associating it with reliable services for business accounts. Bank Jago followed at 38%, and Bank Neo at 20%.

Among Gen Z and Millennial users, SeaBank was seen as well-suited to support small and medium-scale business operations.

Customer Experience Drives Digital Banking Loyalty

Executive Director of Ipsos Indonesia, Andi Sukma, emphasized the importance of security, convenience, and trust in shaping user experience.

“This study aims to provide a clearer understanding of how Indonesians perceive digital banks, particularly in terms of customer experience,” he said in an official statement on March 14, 2025.

“We hope these findings help digital bank players enhance their performance and strengthen public trust in digital banking services”.

PHOTO: FREEPIK

This article was created with AI assistance.