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Journal : Data : Journal of Information Systems and Management

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The Role Of Mobile Banking In Improving Service Efficiency To Customers In The Digital Era Helmi, Sulaiman; Adelia; Trisninawati; Rianawati, Dian; Wedadjati , Ratna Sesotya
Data : Journal of Information Systems and Management Vol. 2 No. 2 (2024): April 2024
Publisher : Indonesian Scientific Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61978/data.v2i3.285

Abstract

This paper explores the impact of Mobile Banking services, specifically the BSB Mobile application, on customer satisfaction and operational efficiency at Bank Sumsel Babel. As Mobile Banking becomes increasingly vital in the digital era, offering greater convenience and speed, this study investigates how the BSB Mobile application affects these aspects of banking service. The research aims to evaluate the effectiveness of the BSB Mobile application in enhancing customer service and reducing operational errors. It addresses a gap in existing literature by providing fresh insights into the specific challenges and benefits experienced by Bank Sumsel Babel. To achieve this, a qualitative research approach was employed, involving three months of direct observation at the Bank Sumsel Babel Tanjung Raja Sub-Branch, complemented by in-depth interviews with both staff and customers. Additionally, a thorough literature review was conducted to support the analysis. The findings reveal that the BSB Mobile application positively influences customer satisfaction by decreasing wait times and improving transaction accuracy. However, it also highlights persistent issues with network connectivity and application usability. The study concludes that while the BSB Mobile application contributes to improved customer satisfaction and operational efficiency, continuous enhancements are required to address these technical challenges. The main implication of this research is that Mobile Banking can significantly boost banking operations, provided that technological reliability and effective user training are prioritized to overcome existing limitation.
Co-Authors Abidin, Syahrul Ahmad Ade Nugraha Andreas Widjaja Arifin Fauzi Lubis Daniel Jahja Surjawan Desi Kumalasari Diana Trivena Yulianti Dieva Zahrohtu Anfi Dimas Putri Mega Pratesa Doro Edi Edwin Frymaruah Eko Juni Wahyudi Fakhrur Rozi, Fakhrur Frizki Nurul Pasa Hapnes Toba HARIYANTO HARIYANTO Hendra Bunyamin Iindarda Sangkung Panggalo Ismail Johan, Meliana Christianti Julianti Kasih, Julianti Korel, Adeline Y. Kusumawat, Yulia Tri Linda Puspita Maresha Caroline Wijanto Mareza Yolanda Umar Mewati Ayub Muchammad Nur Haqikad Ferdiyansah Nurul Setianingrum Nuryadin, Afriyana Amelia Oscar Karnalim, Oscar Pasoloran, Oktovianus Praja Hadi Saputra Pratiwi, Reski Dewi Puspa Sari, Puspa Putri Dwi Ningsih Putri Kamilatul Rohmi Rahmat Zulfikar Rezky Pramita Rianawati, Dian Risal RIza Wahyudi Robby Tan Rohmatun Nazila Rossevine Artha Nathasya Siska Aprianti Siti Khodijah Siti Mia Aldiana Sudarjo Sulaiman Helmi Tambunan, Khairina Tamsil, Kevin Teddy Marcus Zakaria Tenggrana, Edison Jaya Tjandinegara, Owen Matthew Tjatur Kandaga Trisninawati Wasiatun hasanah Wedadjati , Ratna Sesotya Wenny Franciska Senjaya Wulan ayu musyrifah Zulkifli