Strategy to Improve Service Quality Through Banking Service Digitization

Strategi Meningkatkan Kualitas Layanan Melalui Digitaliasi Jasa Perbankan

Abstract

In banking, providing good service to customers which is a form of interaction between banks and customers is one of the operational activities carried out by banks besides collecting and distributing money. Customers in the banking industry must get the best service available. This new range of services known as “banking product digitization” uses digital technology as a platform to provide banking services to customers. Changes in the frequency of public transactions are influenced by the presence of digitization. This is part of the bank's plan to improve the quality of its services. Business actors in the financial services sector must prioritize customer satisfaction as a top priority and should not be ignored. In this study, we will discuss Bank Syariah Indonesia's (BSI) plan to increase customer satisfaction through digitalization of financial services. Implementation of a service strategy through digitization has the potential to benefit the Bank and all activities related to customer service while enhancing BSI CSS. efficiency will increase in terms of service duration because banks no longer need to pile up customer transaction documents manually.

Keywords: Quality of Service, Digitalization of Banking Services