Banking service usage in Indonesia

48% using Internet banking for online shopping

1)Awareness and Usage

  • Bank Central Asia, Bank Rakyat Indonesia, Bank Negara Indonesia and Mandiri are top 4 well-known banks in Indonesia
  • ATMs and TVC are the main resources to gain brand awareness
  • Bank Central Asia, Bank Rakyat Indonesia, Bank Negara Indonesia, Mandiri are together covering 91% banking industry in Indonesia
  • ATM and transfer money are top 2 services which are used the most

2)Actual Satisfaction

  • Overall, Indonesian care the density of bank branch and ATMs
  • 89% satisfied with their current banks
  • Bank Central Asia gains the highest satisfaction and loyalty

3)Usage Behavior

3.1) Internet Banking

  • Internet banking penetration is 34%
  • 48% using Internet banking for online shopping

3.2) Credit card

  • Credit card penetration is 16%
  • Customer will prefer choose credit card has many interest-free days
  • Online shopping and cash withdrawal are top 2 purposes for using credit card