Implementation of the DIGI Application as a Digital Transformation in Improving Service Quality at Bank Bjb Bandung
Implementasi Aplikasi DIGI sebagai Transformasi Digital dalam Meningkatkan Kualitas Layanan pada Bank Bjb Bandung
DOI:
https://doi.org/10.21070/66n91j37Keywords:
Digital transformation, DIGI Application, Service Quality, Mobile Banking, Bank BjbAbstract
The rapid advancement of information technology has compelled the banking sector to undergo digital transformation in order to meet the increasingly digital-oriented needs of customers. This study aims to describe the implementation of the DIGI application as a form of digital transformation in improving service quality at Bank BJB Bandung. A descriptive qualitative approach was employed, involving one purposively selected practitioner as the informant, with structured observation as the primary data collection technique, reinforced by source and method triangulation. The findings reveal that the DIGI application represents a planned and strategic digital transformation initiative, integrating all electronic banking services into a single Android and iOS-based platform. Its implementation has demonstrated a significant impact on service efficiency, accessibility, and security. These findings imply that structured digital transformation in the banking sector can comprehensively enhance service quality and strengthen customer trust.
Key Findings Highlights :
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Systematic marketing analytics capability serves as the foundational data infrastructure for understanding consumer needs.
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Verified brand trust functions as the vital mediating driver converting initial brand image interest into repeat purchases.
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Synchronized management of consumer data and quality consistency maximizes long-term buyer retention in food companies.
Keywords : Digital transformation, DIGI Application, Service Quality, Mobile Banking, Bank Bjb
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