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All Journal Jurnal Intelek Dan Cendikiawan Nusantara Jurnal Pengabdian Nusantara
Ummi Ismaya Sari
Sekolah Tinggi Agama Islam Negeri Mandailing Natal
Religion Agriculture, Biological Sciences & Forestry Education Law, Crime, Criminology & Criminal Justice Public Health Other

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Implementation of Banking Service System to Improve Customer Satisfaction at PT Bank Rakyat Indonesia (PERSERO) Tbk KC Panyabungan Rukiah Rukiah; Ummi Ismaya Sari; Ismed Sofyan
Jurnal Pengabdian Nusantara Vol. 4 No. 3 (2026)
Publisher : Konsorsium Nasional Pengelola Jurnal Pengabdian

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32832/jpn.v4i3.247

Abstract

This study aims to analyze the implementation of the banking service system to improve customer satisfaction at PT Bank Rakyat Indonesia (Persero) Tbk's Panyabungan Branch Office in Mandailing Natal Regency. This study used a qualitative approach with descriptive methods to obtain an in-depth overview of the bank's service system and customer perceptions of the quality of service provided. Data collection techniques included direct observation, interviews with customers and bank officers, and documentation related to banking services. The results indicate that the implementation of the banking service system at BRI Panyabungan Branch Office has generally been running well. Services provided to customers include teller services, customer service, and technology-based services such as ATMs and mobile banking. This service system is designed to provide ease and convenience for customers in conducting various banking transactions. The quality of service provided by the bank can be analyzed based on the service quality dimensions in the SERVQUAL model, which include tangibles, reliability, responsiveness, assurance, and empathy. Based on the results, most customers considered the service provided by bank officers to be quite satisfactory, particularly in terms of staff friendliness, clarity of information provided, and available service facilities. However, this study also identified several challenges in the implementation of the banking service system, such as long customer queues at certain times, limited service staff during busy times, and technical disruptions to the banking network. Therefore, efforts are needed to continuously improve service quality by enhancing human resource competency and optimizing service technology.
Pengaruh Persepsi Risiko dan Kepercayaan Terhadap Adopsi Layanan Fintech (Studi Kasus Pada Pengguna Aplikasi Dana di Desa Angin Barat) Ummi Ismaya Sari; Tentiyo Suharto; Rukiah Rukiah
Jurnal Intelek Dan Cendikiawan Nusantara Vol. 3 No. 04 (2026): AGUSTUS - SEPTEMBER 2026
Publisher : PT. Intelek Cendikiawan Nusantara

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh persepsi risiko dan kepercayaan terhadap adopsi layanan fintech pada pengguna aplikasi DANA di Desa Angin Barat. Penelitian ini menggunakan pendekatan kuantitatif dengan jenis penelitian asosiatif kausal. Sampel dalam penelitian ini adalah pengguna aplikasi DANA di Desa Angin Barat yang berjumlah 80 responden dan ditentukan dengan teknik purposive sampling. Alat bantu yang digunakan dalam penelitian ini adalah IBM SPSS Statistics versi 21. Hasil penelitian berdasarkan perhitungan SPSS menunjukkan bahwa persepsi risiko berpengaruh negatif dan signifikan terhadap adopsi layanan fintech. Hal ini dibuktikan dengan nilai t hitung lebih besar daripada t tabel dengan nilai signifikansi sebesar 0,000 < 0,05. Sedangkan kepercayaan berpengaruh positif dan signifikan terhadap adopsi layanan fintech. Hal ini dibuktikan dengan nilai t hitung lebih besar daripada t tabel dengan nilai signifikansi sebesar 0,000 < 0,05. Kemudian hasil penelitian menunjukkan bahwa persepsi risiko dan kepercayaan secara simultan berpengaruh signifikan terhadap adopsi layanan fintech pada pengguna aplikasi DANA di Desa Angin Barat. Hal ini dibuktikan dengan nilai F hitung sebesar 576,363 yang lebih besar daripada F tabel sebesar 3,12 (576,363 > 3,12) dengan nilai signifikansi 0,000 < 0,05. Nilai koefisien determinasi (R²) sebesar 0,937 menunjukkan bahwa variabel persepsi risiko dan kepercayaan mampu menjelaskan variasi adopsi layanan fintech sebesar 93,7%, sedangkan sisanya sebesar 6,3% dipengaruhi oleh variabel lain di luar penelitian.
Co-Authors Ismed Sofyan Rukiah Rukiah Suharto, Tentiyo