PERBANDINGAN PELAYANAN DAN KEMUDAHAN SERTA KESIAPAN SISTEM SEBELUM DAN SESUDAH MENGGUNAKAN BYOND BY BSI PADA NASABAH BANK BSI DI KOTA BANDAR LAMPUNG

APRILIA, LESTARI (2026) PERBANDINGAN PELAYANAN DAN KEMUDAHAN SERTA KESIAPAN SISTEM SEBELUM DAN SESUDAH MENGGUNAKAN BYOND BY BSI PADA NASABAH BANK BSI DI KOTA BANDAR LAMPUNG. Diploma thesis, UIN Raden Intan Lampung.

	PDF Download (4MB)
	PDF Restricted to Repository staff only Download (4MB)

Abstract

ABSTRAK Penelitian ini dilatarbelakangi oleh transformasi digital sektor perbankan syariah melalui peluncuran aplikasi super app BYOND by BSI pada akhir tahun 2024. Meskipun inovasi ini bertujuan untuk memberikan kemudahan dan efisiensi transaksi, muncul berbagai tantangan teknis seperti kendala aksesibilitas dan stabilitas sistem yang memengaruhi pengalaman nasabah. Mengingat krusialnya peran layanan digital dalam menjaga loyalitas nasabah di tengah persaingan perbankan yang ketat, evaluasi komprehensif diperlukan untuk mengukur efektivitas transisi sistem tersebut, terutama bagi nasabah yang berdomisili di Kota Bandar Lampung. Tujuan utama dari penelitian ini adalah untuk menganalisis dan membandingkan tingkat kepuasan nasabah Bank BSI di Kota Bandar Lampung terhadap aspek pelayanan, kemudahan penggunaan, dan kesiapan sistem sebelum serta sesudah mereka menggunakan aplikasi BYOND by BSI. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan jenis penelitian deskriptif komparatif yang melibatkan 131 responden nasabah BSI. Data primer dikumpulkan melalui kuesioner berskala Likert dan dianalisis menggunakan perangkat lunak SPSS 25 dengan pengujian statistik Independent Sample T-Test. Hasil temuan penelitian menunjukkan bahwa tidak terdapat perbedaan yang signifikan pada variabel pelayanan, kemudahan, maupun kesiapan sistem sebelum dan sesudah penggunaan aplikasi BYOND by BSI. Hal ini mengindikasikan bahwa Bank BSI berhasil mempertahankan standar kualitas layanan dan stabilitas sistem selama masa migrasi digital sehingga nasabah tetap merasakan pengalaman bertransaksi yang konsisten dan andal. Berdasarkan perspektif Islam, pelayanan, kemudahan, dan kesiapan sistem pada aplikasi BYOND by BSI telah mencerminkan nilai-nilai amanah, ihsan, keadilan dan kemaslahatan, sehingga mampu memberikan layanan digital yang sesuai dengan prinsip-prinsip syariah. Kata Kunci: BYOND by BSI, Pelayanan, Kemudahan, Kesiapan Sistem. ABSTRACT This research is motivated by the digital transformation of the Islamic banking sector through the launch of the super app BYOND by BSI application at the end of 2024. Although this innovation aims to provide ease and efficiency of transactions, there are various technical challenges such as accessibility constraints and system stability that affect the customer experience. Given the crucial role of digital services in maintaining customer loyalty amid fierce banking competition, a comprehensive evaluation is needed to measure the effectiveness of the system transition, especially for customers residing in Bandar Lampung City. The main purpose of this study was to analyze and compare the level of customer satisfaction of Bank BSI in Bandar Lampung to aspects of Service, ease of Use, and system readiness before and after they use the Byond by BSI application. The research method used is a quantitative approach with a type of comparative descriptive research involving 131 respondents BSI customers. Primary Data were collected through Likert-scale questionnaires and analyzed using SPSS 25 software with independent statistical testing Sample T-Test. The findings showed that there were no significant differences in the variables of service, convenience, and system readiness before and after the use of Byond by BSI application. This indicates that BSI Bank has managed to maintain service quality standards and system stability during the digital migration period so that customers continue to experience consistent and reliable transactions. Based on the Islamic perspective, the service, ease, and readiness of the system in the BYOND by BSI application has reflected the values of amanah, ihsan, justice and benefit, so that it is able to provide digital services that are in accordance with Sharia principles. Keywords: BYOND by BSI, Service, ease, system readiness.

Actions (login required)

View Item