Penerapan Sistem Mobile Banking dalam Peningkatan Pelayanan Nasabah PT Bank Tabungan Negara KCP Helvetia

Abstract

Mobile banking is a banking service that applies information technology. The mobile banking service aims to make it easy for customers to carry out banking transactions quickly, effectively and efficiently without having to visit a local bank. The aim of this research is to determine the application of the mobile banking system in improving customer service at PT Bank Tabungan Negara KCP Helvetia. This research uses qualitative methods by conducting interviews, documentation and observation. Interviews were conducted with the bank and customers to obtain accurate information. Then the data is processed and analyzed by the author so that conclusions can be drawn. Based on the results of research that has been carried out, it shows that the services provided by PT Bank Tabungan Negara before and after the mobile banking service has a significant difference, this has a positive impact on customers because it makes it easier for them to carry out banking transactions. Users of mobile banking system services at Bank Tabungan Negara KCP Helvetia have also increased as a result of customer awareness of the ease and comfort of carrying out banking transactions. However, there are still customers who have not used mobile banking services because customers feel safer and more comfortable making transactions directly at ATMs or banks amidst the rise of fraud via smartphones.