The Role of Customer Service in Increasing Sharia Banking Customer Satisfaction in The Era of Digitalization at BSI Throughout Wonocolo
Peran Customer Service Dalam Meningkatkan Kepuasan Nasabah Perbankan Syariah di Era Digitalisasi di BSI Sepanjang Wonocolo
DOI:
https://doi.org/10.21070/ups.8065Keywords:
Customer Service, Customer Satisfaction, Sharia Banking, Digitalisation, Islamic Banking, BSIAbstract
This study examines customer service's role in enhancing customer satisfaction within Sharia banking in the digital era, using Bank SyariahIndonesia (BSI) Sepanjang Wonocolo Branch as a case study. Amidrapidtechnological advancements and the digitalisation of banking services, customer service has become increasingly vital in maintaining servicequality and fostering strong customer relationships. A qualitative approachwas employed, utilising observations, in-depth interviews, and document analysis to collect data. The findings reveal that customer servicepersonnel at BSI Sepanjang Wonocolo provide transactional assistanceand information, actively educate customers on digital bankingtools, respond promptly to complaints, and maintain effective and personalisedcommunication. These efforts have been shown to improve customer satisfaction and loyalty significantly. Therefore, optimising an adaptivecustomer service role in line with digital developments is essential for sustaining customer trust in the transformational landscape of Shariabanking.
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