Bank BJB's Efforts to Boost Customer Loyalty through Digital Services
Upaya Bank BJB dalam Meningkatkan Loyalitas Nasabah melalui Layanan Digital
DOI:
https://doi.org/10.21070/j1n0az75Keywords:
Customer Loyalty, Bank BJB, Digital Banking, Digital Services, Banking TechnologyAbstract
This study aims to understand Bank BJB's efforts to increase customer loyalty through digital services. This study uses a qualitative approach with a descriptive research type. Informants in the study were selected using a purposive sampling technique, namely customers who actively use digital banking services such as mobile banking and internet banking. Data collection techniques were obtained through in-depth interviews, observation, and documentation. The findings in this study are that the existence of digital services makes the transaction process easier, faster, and safer. Thus, it can provide a good experience for consumers. Easy-to-use applications, fast transaction processes, coupled with security functions such as PIN, OTP, and transaction notifications can help increase customer trust and comfort in using these digital banking services. The habit of using Bank BJB services, making repeat transactions, and also referring services to others. This study reveals that good digital services are important in increasing customer loyalty because they can increase satisfaction.
Key Findings Highlights:
Simplified mobile application transaction processes significantly improve daily consumer comfort and service satisfaction.
Comprehensive system security protocols directly cultivate higher transactional trust levels among regional banking clients.
Positive user experiences with digital banking applications strongly stimulate spontaneous organic recommendations to external parties.
Keywords : Customer Loyalty, Digital Services, Bank BJB, Digital Banking, Banking Technology
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