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All Journal Danadyaksa: Post Modern Economy Journal
Imsar
Universitas Islam Negeri Sumatera Utara, Medan, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Strategies to Increase Customer Trust Through Digital Service Innovation at PT Insurance Bumida Medan Branch Tri Suci Irawan; Imsar; Nursantri Yanti
Danadyaksa: Post Modern Economy Journal Vol. 4 No. 1 (2026): Post Modern Economy Journal
Publisher : Yayasan Pendidikan Islam Bustanul Ulum Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69965/danadyaksa.v4i1.432

Abstract

The digital transformation within the insurance industry demands that companies not only adopt technology but also ensure the cultivation of customer trust in digital-based service systems. In this context, this study aims to analyze the strategies for enhancing customer trust through digital service innovation at PT Asuransi Umum Bumida 1967 Medan Branch using the framework of the Diffusion of Innovation Theory. This study employs a descriptive qualitative approach, collecting data through observation, in-depth interviews with staff and customers, and documentation. Data analysis was conducted using the interactive model of Miles, Huberman, and Saldana, which includes data reduction, data display, and conclusion drawing/verification. The results show that digital service innovations such as the Replay application, e-policies, and policy barcodes offer relative advantages in improving operational efficiency, service speed, and information transparency. However, the innovation adoption process is still influenced by factors such as usage complexity, varying levels of digital literacy, and the preference of some customers for manual systems. Interpersonal communication strategies through marketing, the implementation of a hybrid system, and continuous assistance have proven effective in accelerating the diffusion of innovation. It is concluded that the success of digital service innovation in building customer trust requires the integration of strengthening innovation attributes, optimizing communication, gradual adaptation, and consistent, sustainable support from the organization's social system.
The Role of Employee Adaptive Competence and Operational Resilience in a Risk Management Perspective to Maintain Service Continuity at PT Bank Sumut Syariah Pematangsiantar Nadhilah Nazlah Nasution; Sri Ramadhani; Imsar
Danadyaksa: Post Modern Economy Journal Vol. 4 No. 1 (2026): Post Modern Economy Journal
Publisher : Yayasan Pendidikan Islam Bustanul Ulum Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69965/danadyaksa.v4i1.569

Abstract

This research aims to analyze the role of employee adaptive competence in supporting operational risk management, examine the development of operational resilience, and identify obstacles in maintaining service continuity at PT Bank Sumut Syariah Pematangsiantar Branch. Using a qualitative approach with a case study method, data were collected through in-depth interviews, observations, and documentation. The results show that employee adaptive competence plays a crucial role in mitigating risks, but the level of readiness is not uniform among individuals, leading to inconsistent responses to disruptions. Operational resilience at the branch level has been established through experience and coordination, yet it remains situational and not yet systematically structured. Furthermore, operational risk management was found to be responsive in handling technical and non-technical disruptions. The study concludes that service continuity still relies heavily on individual initiatives rather than organizational systems. It is recommended that the organization strengthen adaptive competence uniformly and integrate a more proactive Enterprise Risk Management (ERM) framework.
Co-Authors Nadhilah Nazlah Nasution Nursantri Yanti Sri Ramadhani Tri Suci Irawan