STUDI KEPUASAN NASABAH ATAS LAYANAN DIGITAL BYOND BY BSI PADA BSI KCP MALANG SOEKARNO – HATTA

This final project aims to identify the level of customer satisfaction with the Byond by BSI digital service at BSI KCP Malang Soekarno-Hatta and analyze how Bank Syariah Indonesia (BSI) adjusts its service standards based on customer feedback. This research is motivated by the migration process from the BSI Mobile application to Byond by BSI, launched in 2024. This system change impacts customers' digital service experience, particularly in terms of stability and ease of complaint submission. As digital services in Islamic banking evolve, the in-app problem-solving process has become a critical factor in shaping user satisfaction. Although the application offers ease of transactions and a new interface, complaints still arise, such as errors, system disruptions, and suboptimal digital responses to customer issues. These findings form the basis for this research to evaluate the user experience and the effectiveness of the service standard adjustments implemented by BSI.