Analysis Of Bank Mandiri’s Digital Communication Strategies In Enhancing Transaction Security Education To Prevent Cybercrime

Abstract

This study aims to analyze Bank Mandiri’s digital communication strategy in improving banking transaction security education and to examine its effectiveness in increasing customers’ awareness and understanding of cyber threats. The study is motivated by the growing use of digital banking services, which is accompanied by increasing cybersecurity risks such as phishing, OTP misuse, fake links, malware, and social engineering. This research employed a descriptive qualitative approach, with data collected through interviews, documentation, and relevant literature review. The findings show that Bank Mandiri’s digital communication strategy is implemented through simple, clear, and consistent messages distributed across various digital channels, including application notifications, social media, educational articles, campaign videos, newsletters, e-learning, and other official communication platforms. The educational messages most easily understood by customers are related to the prohibition of sharing OTP, PIN, personal data, and the need to be cautious of suspicious links. This multi-channel strategy has helped improve customer awareness of the importance of protecting personal data and being careful when conducting digital transactions. However, the effectiveness of the communication strategy still needs to be strengthened through segmentation, personalization, and interactivity, particularly for customers with different levels of digital literacy. This study concludes that Bank Mandiri’s digital communication strategy plays an important role in banking transaction security education. Nevertheless, it needs to be further developed into a more adaptive, interactive, and sustainable approach so that it not only improves customer understanding but also encourages safer behavior in the use of digital banking services.