MIFTAHUDIN, HAIRULLAH (2025) KAJIAN STUDI PENGALAMAN NASABAH DALAM MENGGUNAKAN LAYANAN PERBANKAN DIGITAL PADA PT. BANK SYARIAH INDONESIA KCP BONDOWOSO SUDIRMAN. Diploma thesis, Institut Teknologi Dan Sains Mandala Jember.
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Abstract
ABSTRACT This study aims to examine customer experiences in using digital banking services at PT. Bank Syariah Indonesia (BSI) KCP Bondowoso Sudirman. The background of this research is based on the increasing use of digital banking services that has not been fully supported by adequate customer digital literacy. The research employed a descriptive qualitative method with data collected through observation during the internship program, documentation, and direct interaction with customers and bank employees. The results indicate that customer experience is influenced by several key factors, including ease of application use, security and data privacy, system stability, quality of digital customer service, and the level of digital literacy. Customers generally perceive BSI Mobile as secure due to the implementation of security features such as OTP and transaction PIN. However, weaknesses were found in user behavior regarding the protection of personal data. Technical system issues and the less optimal responsiveness of digital customer service were also identified as obstacles affecting customer satisfaction. This study concludes that BSI’s digital services have strong potential to enhance service quality, but continuous improvements are needed in technical aspects and customer digital education. Keywords: customer experience, digital banking, BSI Mobile, service security, digital literacy
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | D3 PERBANKAN-D3 |
| Depositing User: | KARIM BUDIONO |
| Date Deposited: | 17 Apr 2026 07:55 |
| Last Modified: | 17 Apr 2026 07:55 |
| URI: | http://repo.itsm.ac.id/id/eprint/1698 |
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