CONSUMER BANKING

IN 2015
by Dimas Soerojo
FORCES OF CHANGES

Economy Politic Legal

Market
Banking
Customer
Industry

Social
Technology
Culture

3
 Technology
Internet for Everyone: Better Quality and Cheaper Price
In 2014, Indonesia has 78
million internet users
69% of Internet users in
Indonesia choose their internet
provider based on network quality

while..

"One of the big priorities that he communicated was

growing jobs and growing the economy. I think that
growing the Internet and connectivity is one of the best
ways we can do that.“
Mark Zuckerberg, Founder of Facebook
64% of internet users in
Indonesia said that they also consider
price
Source: MarkPlus Insight Consumer Study in 18 Cities,
Decision Maker of Internet Service Provider (n=4,085)

4
Technology
Internet User in 2014 is getting bigger

5
Impact of Technology
Product IT Related

6
Impact of Technology
Product IT Related

7
Technology
Gadget for Everyone: More Affordable and Greater Variety

Top 20 Most Popular Emerging Trend in Phone Buying:

Mobile Phone Brands in Indonesia Installment

6 month

1 out of 4
smartphone users in Indonesia
Source: MarkPlus Insight Consumer Study in 18 Cities (n=21,283)
bought their phones in installment

8
Impact of Technology
Banking Product – Gadget Promotion

9
Impact of Technology
Information and Promotion Media

10
Impact of Technology
Service through IT - Handling Complain

11
Political – Legal
LTV for KPR Down Payment (DP)

12
Impact of Political – Legal
LTV for KPR Down Payment (DP)

13
Impact of Political – Legal
LTV for KPR Down Payment (DP)
Political – Legal
Credit and Financing for UMKM

Kewajiban bank untuk menyusun dan

menyampaikan rencana pemberian
Kredit atau Pembiayaan UMKM yang
merupakan bagian dari Rencana Bisnis
Bank (RBB) dengan rasio sesuai
dengan tahap yang telah ditetapkan,
sbb.:
1. tahun 2013 dan 2014: sesuai
kemampuan bank umum;
2. tahun 2015: paling rendah 5%
(lima persen);
3. tahun 2016: paling rendah 10%
(sepuluh persen);
4. tahun 2017: paling rendah 15%
(lima belas persen); dan
5. tahun 2018 dan seterusnya:
paling rendah 20% (dua puluh
persen).

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Impact of Political – Legal
Credit and Financing for UMKM

16
Political – Legal
Banking Financial Literacy

17
Impact of Political – Legal
Banking Financial Literacy
Economy
Domino effect of fuel price hike

19
Impact of Economy
Impact BI Rate hikes

20
Impact of Economy
Selective Credit for Customer

21
Social – Cultural
Current Sports Trends in Indonesia

Healthy
Active
Positive
Indonesian

22
Impact of Social – Cultural
Community Event

23
 Social – Cultural
Demanding Customer – Products &
Services

Apa hal spesifik yang harus diperhatikan di industri

perbankan untuk membangun loyalti nasabah dan
pertumbuhan yang berkesinambungan?

hubungan saling menguntungkan yang lebih kuat

antara bank dengan nasabahnya,

identifikasi apa yang dibutuhkan oleh nasabah,
misalnya dalam hal layanan perbankan.

menyediakan kebutuhan sesuai dengan yang
diinginkan nasabah.

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Imapct of Social – Cultural
Service Excellent

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Social – Cultural
OVERALL Loyalty Program 2014 - Tabungan

IMPACT IMPACT IMPACT IMPACT IMPACT

LOYALTY PROGRAM
2014 2013 2012 2011 2010
Hadiah langsung pada saat buka 11.50 13.82 16.12 15.25 16.12
Point reward untuk ditukar hadiah
12.76 12.97 15.47 19.63 12.28
langsung
Diskon langsung jika belanja 11.95 12.28 13.94 10.97 11.55

Point reward untuk undian berhadiah 11.51 12.54 11.23 36.10 23.87

Kartu diskon 9.16 11.72 8.69 9.20 10.30

Cash back jika belanja 6.80 11.11 7.72 8.93 9.51

Di thn 2014, program yang memiliki impact paling besar berturut-turut adalah point reward untuk hadiah
langsung, lalu diikuti oleh diskon langsung saat belanja dan point reward untuk undian berhadiah

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Impact of Social – Cultural
Saving Product – Direct Gift/Power Points

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Market
The Number of Bank in 2014

September 2014

Kelompok Bank Rp. 1 s.d Rp. 10 s.d 50

< Rp. 1 Triliun > Rp. 50 Triliun
10 Triliun Triliun

Bank Persero 0 0 0 4

BUSN Devisa 1 15 10 12

BUSN Non Devisa 7 19 2 1

BPD 0 10 15 1

Bank Campuran 0 4 7 1

Bank Asing 0 2 4 4

Total 7 53 36 23

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 Market
Banking Product in 2014

Kota
• Base: Total Random dan Booster (n= 1629)
Gender Total
Jakarta Surabaya Bandung Semarang Medan Makassar
Total Responden 1629 399 300 225 236 260 209

Tabungan 99,8 100,0 100,0 98,7 100,0 100,0 100,0

Kartu kredit 34,4 36,3 32,3 35,1 37,7 33,1 31,1
Asuransi 19,1 22,6 14,3 11,6 15,3 15,0 36,8
Pegadaian 4,2 2,3 1,7 0,4 4,2 1,2 19,1
Deposito Bank
2,4 3,8 3,3 * 1,7 2,3 1,9
Konvensional
Rekening koran/giro 0,9 1,3 2,0 * * 0,4 1,0
Reksadana 0,7 2,0 * * * * 1,4
Saham perusahaan
0,4 1,0 * * * * 1,0
publik
Obligasi perusahaan
0,1 * * 0,4 * 0,4 *
publik

Source: MarkPlus Insight Consumer Study – untuk IBLI 2014

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 Market
Banking Product in 2014

Produk Perbankan (%)

99.82

Diantara seluruh produk perbankan,

tabungan masih menjadi pilihan
utama responden, diikuti dengan
34.44
kartu kredit dan asuransi.
19.09

4.17 2.39 0.86 0.68 0.37 0.12

Tabungan Kartu kredit Asuransi Pegadaian Deposito Rekening Reksadana Saham Obligasi
Bank koran/giro perusahaan perusahaan
Konvensional publik publik

Source: MarkPlus Insight Consumer Study – untuk IBLI 2014 ; Base : Total random + booster (n = 1629)

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Market
Banking Nowadays
Youth, Women, Netizen

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 Youth
Emerging Multi-Roles: Influencer, Customer and Investor

Good Influencer Super-Potential Customer Investor

Post Online Transaction Activities (%) New Product Buying Rising Early-Invest Trend

Gadget & Desires:

Write a review (via Vehicle
Telecommunication Becoming rich
social media or 41.0
particular website) and established

Habits:
Recommend the Making early and
product (via social Apparel fruitful investment
33.8
media or particular
website)

1.2% investment on unit link

1% investment on stocks
Sport
Write a 0.3% open a business
Utilities
recommendation for 19.9
seller's

Source: MarkPlus Insight Consumer Study in 18 Cities, Youth, online shoppers (n=1,703)

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Youth
Emerging Multi-Roles: Influencer, Customer and Investor

86.16

63.75

27.23

13.64
9.02
0.20

daily needs lifestyle investment

2012 2014
Source: MarkPlus Insight - Indonesia Youth Survey 2012 & 2014, Paper and Pen Interview in 10 &18 cities, 2150 & 12,652 respondents

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Youth
Easier Transaction for Youth

35
Women
The Three Faces in Decision Making Processes

Three Major Purchasing Perspectives: Herself, Her Family and Her Society

36
Women
Its for Women

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Netizen
Internet Users in Indonesia (in Million)

263 267
256 260
252
236 239 242
233

142
122
105
91
75 78 78
63 67
52 58
50
43 43
32
8 14 24

2010 2011 2012 2013 2014 2015P 2016P 2017P 2018P

Indonesia Citizen Internet Users (mio) Netizen (mio)

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Netizen
Internet Banking Security

39
Netizen
Internet Banking Security

40
 Produk Banking semakin beRAGAM,
namun tetap seRAGAM di tahun 2015

Cost Technology
Growth Risk
(Efficiency) Utilization

41