Innovating Digital Banking to Enhance Service Quality at Bank Sinarmas Pengayoman Makassar Branch

Mika Kristian Eka Putra, Risma Niswaty, Novayanti Sophia Rukmana, Nawir Rahman

2024

Abstract

This study aims to analyze and examine digital banking innovation in improving the quality of services and transactions at Bank Sinarmas, Pengayoman Makassar Branch. The research method used is qualitative research. This study uses five indicators, namely excellence, suitability, complexity, possibility and convenience. Data collection techniques used include observation, interviews, documentation. Meanwhile, the data analysis techniques used are data reduction, data presentation and drawing conclusions. The results of the study indicate that digital banking innovation in improving the quality of services at PT Bank Sinarmas TBK, Pengayoman Makassar Branch based on Rogers' theory indicators, namely 1) excellence, namely in the digital services of Bank Sinarmas by providing transactions with easy-to-use features and free transfer services to interbanks without being charged; 2) suitability, namely continuous updates are carried out by considering the advantages of previous innovations; 3) complexity, namely the complexity when innovation lies in adapting to new features that are displayed so that customers need to adapt again in order to be able to use digital banking optimally; 4) possibility, namely located in innovations that have been tested from previous innovations, where Bank Sinarmas received the predicate as excellence mobile banking; 5) Convenience, which lies in the various conveniences provided by Bank Sinarmas, such as free inter-bank transfers, opening accounts using mobile banking, cash withdrawals without an ATM card and 24-hour digital services.

Paper Citation

in Harvard Style

Putra M., Niswaty R., Rukmana N. and Rahman N. (2024). Innovating Digital Banking to Enhance Service Quality at Bank Sinarmas Pengayoman Makassar Branch. In Proceedings of the 4th International Conference on Humanities Education, Law, and Social Science - Volume 1: ICHELS; ISBN 978-989-758-752-8, SciTePress, pages 221-228. DOI: 10.5220/0013410800004654

in Bibtex Style

@conference{ichels24,
author={Mika Putra and Risma Niswaty and Novayanti Rukmana and Nawir Rahman},
title={Innovating Digital Banking to Enhance Service Quality at Bank Sinarmas Pengayoman Makassar Branch},
booktitle={Proceedings of the 4th International Conference on Humanities Education, Law, and Social Science - Volume 1: ICHELS},
year={2024},
pages={221-228},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0013410800004654},
isbn={978-989-758-752-8},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Conference on Humanities Education, Law, and Social Science - Volume 1: ICHELS
TI - Innovating Digital Banking to Enhance Service Quality at Bank Sinarmas Pengayoman Makassar Branch
SN - 978-989-758-752-8
AU - Putra M.
AU - Niswaty R.
AU - Rukmana N.
AU - Rahman N.
PY - 2024
SP - 221
EP - 228
DO - 10.5220/0013410800004654
PB - SciTePress