Digital Transformation and Literacy in Enhancing Accessibility of Banking Transaction Services

The rapid evolution of digital technologies has significantly transformed industries, particularly within the banking sector, where digital transformation drives greater accessibility and efficiency in transaction services. With an increasing reliance on digital banking services, understanding the role of digital literacy in facilitating this transformation has become essential. This study aims to investigate the interplay between digital transformation, digital literacy, and the accessibility of banking transaction services. Focusing on how digital transformation initiatives and varying levels of digital literacy influence customer access to banking services, the research utilizes a quantitative approach, employing a structured questionnaire administered to 203 bank customers. Data was analyzed using SmartPLS software, enabling the examination of the relationships between digital transformation, digital literacy, and service accessibility. The findings reveal that both digital transformation and digital literacy have significant, positive effects on the accessibility of banking transaction services. Additionally, digital literacy is identified as a key mediator in the relationship between digital transformation and service accessibility. This highlights the importance of enhancing digital literacy alongside technological advancements to optimize the accessibility of banking services. The study contributes to the growing body of knowledge on the digital transformation of the banking sector and emphasizes the need for targeted digital literacy programs to ensure equitable access to advanced banking technologies, supporting their effective implementation and broad customer adoption.