BCA Digital is advised to optimize its communication

The gap

Evidence profile

Stated in the recommendations section of the source papers, classified as general, drawn from work published between 2024 and 2026, spanning 3 journals. Those papers have been cited 102 times in total.

Supporting evidence — 3 representative gaps

• Impact of the Quality of Financial and Banking Applications Used on Smartphone on the Customer Satisfaction of Jordanian Islamic Bank (2024) · International Review of Management and Marketing · cited 102× · doi

  The study’s findings indicate that the quality of financial and banking applications used on smartphones, through its dimensions (Information Security, Trust, Privacy), significantly affects the satisfaction of customers of Jordanian Islamic banks at a significance level of α ≤ 0.05\alpha\leq 0.05 α ≤ 0.05. This result aligns with Abdul Azizand Sarah (2022), which revealed that mobile banking plays a crucial role in enhancing customer trust in electronic banking services. Similarly, it corresponds with the findings of Tabaiba (2023), which indicated that trust in using smartphones impacts the behavior of customers at Banxy Bank. Furthermore, the study supports the conclusions of Wamai and Kandiri (2017), which demonstrated that smartphone services affect customer satisfaction. Based on the aforementioned results, the study recommends the following: • Adapting to Technological Advancements: Banks should keep up with modern technological developments in the field of smartphone services and integrate these advancements into all aspects of their operations to enhance the efficiency of smartphone applications and improve service quality • Focusing on Quality Factors: Greater attention should be given to the quality factors related to financial and banking applications, specifically emphasizing Information Security, Trust, Privacy, and Data Protection, as these elements significantly influence customer satisfaction and user experience • Conducting Further Research: There is a need for more research studies regarding the factors that affect the quality of financial and banking applications offered through smartphones in electronic banking services • Developing Technological Infrastructure: It is crucial to provide the necessary technological infrastructure for banking operations, including the development of the telecommunications sector and the services offered through smartphones. REFERENCES Aawishe, S., Al-Hassan, T., Mansour, A. (2024), The status of digital evidence in administrative litigation. Al-Balqa Journal for Research and Studies, 27(3), 42-55. customer trust in electronic banking services. Arab Journal of Media and Communication Research, 1(37), 322-390. Abusaleh, S., Arabasy, M., Abukeshek, M., Qarem, T. (2024), Impacts of E-learning on the efficiency of interior design education (a comparative study about the efficiency of interior design education before and during the novel coronavirus (COVID-19) pandemic). Al Balqa Journal for Research and Studies, 27(1), 47-63. Adwan, A., Alsoud, M. (2024), The impact of brand’s effectiveness on navigating issues related to diversity equity and inclusion. Uncertain Supply Chain Management, 12(3), 2101-2112. Ahmed, K.J.

  generalstated in recommendationsevidence 5/5
  Keywords: banking quality services trust customer applications smartphones satisfaction electronic technological financial smartphone efficiency factors journal
• Customer Preference on Banking Services in the City of Mati (2026) · International Journal For Multidisciplinary Research · doi

  Based on the findings and conclusions of the study, the following recommendations are proposed: 1. Banks should strengthen account security systems, confidentiality measures, and fraud protection mechanisms since customers highly prioritize secured handling of accounts and privacy protection. 2. Banking institutions should continuously improve efficiency, reliability, and responsiveness of their services by minimizing delays, improving transaction processing, and ensuring timely responses to customer concerns. 3. Banks should maintain updated IT systems and user-friendly digital banking platforms to improve convenience and accessibility while ensuring strong cybersecurity measures. 4. Bank management should continue investing in staff training and development programs to enhance employee competence, responsiveness, and customer relationship management. IJFMR260379090 Volume 8, Issue 3, May-June 2026 22 International Journal for Multidisciplinary Research (IJFMR) E-ISSN: 2582-2160 ● Website: www.ijfmr.com ● Email: [email protected] 5. Banks should maintain adequate teller availability and improve over-the-counter services, particularly for customers who still prefer direct human interaction in banking transactions. 6. Banking institutions may utilize the findings of this study in designating customer-centered banking strategies and improving service delivery aligned with the financial inclusion goals of the Bangko Sentral ng Pilipinas (BSP). 7. Customers may use the findings of this study as a guide in selecting banking institutions that align with their preferences regarding security, reliability, convenience, and service quality. 8. Customers are encouraged to maximize the user of secure digital banking services while remaining vigilant regarding privacy and cybersecurity practices. 9. Future studies may include additional banking attributes such as pricing strategies, loan accessibility, sustainability practices, customer loyalty programs, and financial literacy services to provide broader insights into customer preferences. 10. Researchers may conduct comparative studies involving rural and urban banking customers or different banking sectors such as digital banks, rural banks, and cooperative banks. 11. Future studies may explore the evolving impact of digital transformation, artificial intelligence, and financial technology innovations on customer banking preferences and satisfaction.

  generalstated in recommendationsevidence 5/5
  Keywords: banking banks customer customers services digital ijfmr institutions improve financial preferences security systems measures protection
• Brand Image Effect on Intention to Use Digital Banking: Trust as Mediator among Gen Z (2026) · Journal of Management and Business Environment (JMBE) · doi

  BCA Digital is advised to optimize its communication strategy on social media (TikTok/Instagram) by highlighting features that support Generation Z's communal lifestyle, such as bluGether (shared savings) and bluExtraCash (flexible credit). In addition, image reinforcement must be focused on data security transparency to increase trust, which is the strongest pathway toward service adoption. Responsiveness to reviews on the Play Store/App Store is also crucial in maintaining user trust among potential new users. Future research is recommended to expand the study to other regions outside Tangerang City to improve the generalizability of the findings. The model explains 45.4% of the variance in intention to use, indicating that there are still other factors within the model that contribute to users’ intention to use digital banking. The mediating role of trust between brand image and intention to use can also be further examined using different research settings. REFERENCES Asosiasi Penyelenggara Jasa Internet Indonesia. (2025). Survei Penetrasi Internet dan Perilaku Penggunaan Internet. Bank Indonesia. (2025). Laporan kebijakan moneter. Badan Pusat Statistik. (2025). Memahami Generasi Z: Tantangan, Perilaku, dan Peluang. Gorontalo.

  generalstated in recommendationsevidence 5/5
  Keywords: trust intention internet digital image store users model indonesia perilaku advised optimize communication strategy social

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