<![CDATA[The aims of this study is to analyze and explain the quality of BRImo digital-based bankingservices offered by PT. Bank Rakyat Indonesia (Persero) Tbk. Branch Office Masohi andto analyze and describe the supporting and inhibiting factors towards improving thequality of digital-based banking services using BRImo at PT. Bank Rakyat Indonesia(Persero) Tbk. Branch Office Masohi. This research is a qualitative research withinformants of BRI employees, BRI customers, and BRImo users. Data collection was donethrough observation, interviews, and documentation. Data analysis uses qualitativeanalysis, which includes data reduction, data presentation, data verification, andconclusion drawing. The results found that the quality of digital-based banking servicesusing BRImo has been well implemented at PT Bank Rakyat Indonesia (Persero) Tbk.Masohi Branch Office. The quality of service is in the form of interaction quality, physicalenvironment and results. The quality of interaction services by utilizing internet networktechnology and information allows customers to get convenience in banking transactions.Quality of service seen from the physical environment in this case digital banking servicesimplement a customer protection system to conduct banking transactions safely andcomfortably with BRImo. The quality of the results is seen from the increasing volume ofdigital transactions with the use of BRImo by customers supported by application featuresthat make it easy for customers to conduct banking transactions. Supporting and inhibitingfactors for the quality of digital-based banking services are seen from the attitude ofemployees in explaining banking services clearly, providing instructions and how to useBRImo, bank employees are required to be professional in their reliability in explainingdigital-based banking services, showing the physical quality of BRImo, the convenienceobtained, the socialization applied, the time limit for digital-based services and customerconfidence in using BRImo as a digital-based banking service.Keywords:]]>
