INOVASI DIGITAL BANKING: IMPLEMENTASI APLIKASI NEW BYOND BSI DALAM PENINGKATAN LAYANAN NASABAH (Studi pada Nasabah Bank Syariah Indonesia Cabang Bengkulu Adam Malik dan Bengkulu Sudirman)
DOI:
https://doi.org/10.36085/pbc.v3i1.7760Abstract
This study aims to analyze the implementation of the New Byond BSI application in improving customer service at Bank Syariah Indonesia. Using a quantitative approach with survey method, the research was conducted on 200 customers at two BSI branch offices in Bengkulu Province. Data collection was carried out through questionnaires and analyzed using multiple linear regression. The results show that the implementation of the New Byond BSI application successfully improved service quality with satisfaction levels reaching 87% for security aspects and 83% for ease of use. Ease of use became the main determinant of customer satisfaction (coefficient 0.425), followed by transaction security (0.387). User profiles were dominated by young generation (38.5% aged 17-25 years) with usage patterns centered on transfer features (76%) and balance checks (100%). The research model was able to explain 74.2% of customer satisfaction variation, indicating the effectiveness of application implementation in improving BSI customer service.
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