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All Journal Jurnal Teknik Industri Prosiding Penelitian dan Pengabdian kepada Masyarakat Jurnal Perbankan Syariah Darussalam (JPSDa) Journal of Islamic Studies and Civilization Al-Muhasib: Journal of Islamic Accounting and Finance Journal of Islamic Studies and Civilization Welfare: Jurnal Pengabdian Masyarakat
Moch. Zainuddin, Moch.
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Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Social Sciences

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Journal : Jurnal Perbankan Syariah Darussalam (JPSDa)

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Customer-Centric Approach : Strategi Diferensiasi Bsi Kcp Tuban Dalam Pemasaran Pembiayaan Pra Pensiun Di Era Digital Sifa', Moh Agus; Zainuddin, Moch.; Andriani
JPSDa: Jurnal Perbankan Syariah Darussalam Vol. 5 No. 02 (2025): Juli 2025
Publisher : Institut Agama Islam Darussalam Blokagung Banyuwangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30739/jpsda.v5i02.4086

Abstract

Digital transformation and the dynamics of customer needs demand adaptive and customer-oriented marketing strategies in the Islamic banking industry. This study aims to analyze the customer-centric differentiation strategy implemented by Bank Syariah Indonesia (BSI) KCP Tuban in marketing pre-retirement financing products. With a qualitative approach through interviews and field observations, this study reveals that personalized advisory strategies, hybrid services (offline and online), and the use of digital technology such as the BSI Mobile application and chatbots are key to increasing customer engagement and satisfaction. Innovation through the #SiapPensiunTenang digital campaign and the use of customer data for service personalization also strengthen the competitive position of BSI KCP Tuban. The results of the study show that a customer-centric marketing approach can significantly increase interest in pre-retirement financing products and strengthen customer loyalty in the midst of a competitive digital era. These findings provide theoretical contributions to the development of Islamic marketing literature as well as practical implications for Islamic bank strategies in optimizing the pensioner market segment
Co-Authors Ahmad Syakur Ali Samsuri, Ali Alvianti, Refy Anam, Choiril Andriani Arie Surya Gutama, Arie Surya Binahayati Rusyidi Dhio Adenansi, Dhio Eva Nuriyah Hidayat Fadhlillah, Annisa N. Fauzan H.S, Achmad Gigin Ginanjar Kamil Basar Hadiyanto A. Rachim, Hadiyanto A. Hery Wibowo, Hery Intifadah Ummuhanifah, Intifadah Khalik, Jamaludin A. Larasati, Novia Anggraeni M. Khoirul Anam Maulana Irfan, Maulana Meilanny Budiarti Santoso, Meilanny Budiarti Mirza, Azrul Azlan Iskandar Muhammad Fahmi Amrullah, Muhammad Fahmi Muhammad Fedryansyah, Muhammad Mutafarida, Binti Nandang Mulyana, Nandang Nasikhah, Addinin Nur Ahid Nurliana Cipta Apsari Ruswanto, Ruswanto Saka, Dijan Novia Salma Arifah, Salma Salsabila Wahyu Hadianti, Salsabila Wahyu Sariati, Ning Purnama Sifa', Moh Agus SITI RACHMAWATI Winda Marienda, Winda Zamzami Septiropa Zulkarnain Bastari, Zulkarnain Zunaidi, Arif