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All Journal JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Ilomata International Journal of Management Ilomata International Journal of Management Pahlawan : Jurnal Ilmu Pendidikan, Sosial dan Budaya Indonesian Journal of Business Analytics (IJBA) Velocity: Journal of Sharia Finance and Banking Sinergi International Journal of Management and Business Jurnal Ekonomi dan Bisnis Data : Journal of Information Systems and Management Summa : Journal of Accounting and Tax
Trisninawati
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Religion Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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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.
Analysis of Product, Promotion and People Marketing Mix on Customer Decisions in the Use of Mobile Banking at Bank Mandiri Prabumulih South Sumatra Province Inpress Market Branch Office Yanto, Rudi; Helmi, Sulaiman; Trisninawati; Sharif, M. Amiruddin
Data : Journal of Information Systems and Management Vol. 2 No. 3 (2024): July 2024
Publisher : Indonesian Scientific Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61978/data.v2i3.332

Abstract

Competition in the banking industry in Indonesia is getting tighter with the number of banking institutions operating. To compete, banks need to have a competitive advantage through the adoption of information technology and quality services. Bank Mandiri, especially Prabumulih Inpress Market Branch Office, has implemented mobile banking as one of the efforts to improve services to customers. However, the effectiveness of the marketing mix (products, promotions, and people) in encouraging customers' decisions to use mobile banking services still needs further research. This study aims to investigate the influence of marketing mix strategy on the decision to use mobile banking at Bank Mandiri Prabumulih Inpress Market Branch Office. Through the analysis of primary data collected from customers, this study is expected to provide deeper insights into the factors that affect mobile banking adoption. The results of the research are expected to make a strategic contribution in increasing the effectiveness of the promotion and use of mobile banking services, as well as strengthening Bank Mandiri's image in the eyes of customers.
Co-Authors ADELIA Adrian DEWI SARTIKA Diana, Eka Agusti Dina Mellita Fitriasuri Herdiansyah, M. Izman Herdiansyah, ⁠M. Izman Isnawijayani Mellita, Dina Muji Gunarto Octavianti, Merryda Pranata, Andri Ranti, Meri Rianawati, Dian Robetam Simanjuntak Rudi Yanto, Rudi Sharif, M. Amiruddin Sulaiman Helmi Suryaningsi Primasari Ulandari, Winda Wedadjati , Ratna Sesotya Yusana, Yeva