Ipsos Survey: Customers Now Choose Practical Digital Banks
JAKARTA, KOMPAS.com - Digital banking services are no longer merely chosen for being queue-free or easy to open via mobile phones. Users are now prioritising transaction speed and the ability of applications to connect with various daily needs, from online shopping to digital payments.
The global market research firm, Ipsos Indonesia, notes that ease and speed of transactions are the main reasons society uses digital banking services. This finding is reflected in the 2026 Survey on Perceptions and Satisfaction of Users towards Digital Banking Services in Indonesia, conducted online in April 2026.
As many as 71 percent of respondents cited ease and speed of transactions as the primary factor for using digital banks. Meanwhile, 66 percent of respondents rated the completeness of daily transaction features, such as QRIS payments, bill payments, and support for online shopping, as another important consideration.
Managing Director of Ipsos Indonesia, Hansal Savla, said the trend indicates a change in user behaviour towards digital financial services, who are now increasingly selective in choosing platforms.
“The results show that users are now increasingly selective in choosing digital financial services. Not only from the financial services side, but also the ease of connecting with various daily transaction needs has become a prioritised factor,” Hansal stated in an official remark on Wednesday (13/5/2026).
In the evaluation of several digital banking applications, SeaBank ranked top in supporting daily transaction convenience. As many as 52 percent of respondents chose SeaBank for transfer, payment, and online transaction needs.
The next position was occupied by Bank Jago at 50 percent, followed by Neobank at 49 percent, Allo Bank at 40 percent, and Superbank at 39 percent.
From the perspective of integration with other digital ecosystems, SeaBank also became the primary choice of respondents with 50 percent. It was then followed by Bank Jago at 46 percent, Superbank at 43 percent, Neobank at 36 percent, and Allo Bank at 26 percent.
“Integration with digital ecosystems is becoming one of the increasingly relevant factors. Users tend to choose services that can support their various activities practically and seamlessly connected within one platform,” he said.
For digital wallet top-up needs, SeaBank again recorded the highest usage rate with 77 percent. Next was Bank Jago at 70 percent, Superbank at 66 percent, Neobank at 65 percent, and Allo Bank at 57 percent.
Meanwhile, in the online shopping support category, 69 percent of respondents chose SeaBank as the primary digital bank. This figure was followed by Bank Jago at 58 percent, Allo Bank at 50 percent, Superbank at 47 percent, and Neobank at 41 percent.