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Journal : precise journal of economic

Optimalisasi Manajemen Produksi Layanan Digital Bank Syariah Studi Kasus Pada Mobile Banking BSI Andi Yuniarti; Fuji Pratiwi; Indra Heri Rukmana; Muh Yasir; Dewi
Precise Journal of Economic Vol 4 No 1 (2025): Edisi April 2025
Publisher : Yayasan Pengembangan Sumber Daya Insani Lamaddukelleng

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Abstract

Digital transformation in the Islamic banking sector has prompted Bank Syariah Indonesia (BSI) to develop the Byond BSI mobile banking service as an effort to improve efficiency and customer convenience. This study aims to analyze how digital service production management is implemented in the application and identify challenges and optimization efforts. The method used is descriptive qualitative based on literature review. The study results indicate that although Byond BSI has experienced significant growth, obstacles remain such as technical glitches, slow login processes, incomplete features, and the need for enhanced security. BSI has undertaken various improvement efforts, including system updates, digital education, and the development of Sharia-based features. Service optimization is carried out based on the five dimensions of SERVQUAL: tangibles, reliability, responsiveness, assurance, and empathy. If these dimensions are optimally implemented, service efficiency and convenience can be achieved, which ultimately impacts customer loyalty to BSI's digital services.
Co-Authors Abd. Rasyid Syamsuri Abdul Pandi Agnes Doraresta Khatarina Tokan Ahmad Muktamar B Ali Nafiah Nasution Aliyas Aliyas Alwi, Muhammad Khidri Alwiyah Alamsyah Andita Andreas Anjelina Atok Syihabuddin Basrin, Fitriani Bistari Budhi Ardani Camelia Casmudi Darmawati Darmawati Delviani Dewi, Andi Dewi Dolly Dr. Setinawati, M.T Een Kurnaesih Ekatni, Triana Elis Susanti Elmi Yuliani Ermi Girsang Ernawati Fatmah Afrianty Gobel Fauzan Febrianti, Ine Fery Firly Franciscus Xaverius Wartoyo Fransisko Fuji Pratiwi Galura Muhammad Suranegara Gladys Christiani Gst. Kade Adi Widyas Pranata Hafid Hafiyyan Haq, Arinal Helina Apriyani Hestia Alika K Hwa, Lee Yong I Putu Suka Arsa Ichwan Indra Heri Rukmana Indra Syahputri Irfan Nasruddin, Irfan Ismanto Ismanto Isna, Nur Isnaini Jayanti, Meivina Kamil, Abdu Rahim Kartini H, Anita Khairun Lee Yong Hwa Lianda, Inge Cahaya Liena Mahmudah, Amirotul MH Mardiana Ng Meivina Jayanti Mochammad Imron Awalludin Muh Yasir Muhammad Muhammad Nur Hadi Mutiara Niar Astaginy Novitasari, Silvi Indri Novitasari Nur Kartika Ramadhan Nursusanti, Ayut Nurul Oktaviana Bangun Pangalapan Tua, Pasaribu Satria Pangestu, Mustaqiim Pransiska, Flora Purnama, Shilmy Putra, Edy Yulianto Putri , Yulia Putri, Bella Isa rachman, aris Rafli Raihan Refa Lestari Reski Reza Resita Riani, Shofia Rika Roslyn Rosdiah Rosros Rosdiantini Ruth Elisabeth Saputri, Citra Ayu Sarah Sari Serina Serina Serina Sihombing, Christina N. Silaban, Nataria Yanti Simon, Bernandus Louis Sri Mulyaningsih Sucipto Sucipto Sudirman Sudirman Sugeng Santoso Sukmandari Sulaiman Suliyah Sumarmi Sumarmi Syifaul Fuada Syofiyanti, Dessy Tamara, Rusdiana Tobing , Fenny BNL Tri Revita Sari Trisnawaty Umi Halimatun Sa’diyah Wardah Wayan Mahardika Prasetya Wiratama Wenny Pebrianti Wirren Chang Wisnu Yuwono WULANDARI Wulansari, Novia Yong Hwa , Lee Zainal Zariul Antosa Zefri Maulana