IMPLEMENTASI MESIN DIGITAL CS (SELF SERVICE BANKING) GUNA OPTIMALISASI LAYANAN OPERASIONAL PERBANKAN PADA PT BANK RAKYAT INDONESIA TBK (PERSERO) KANTOR CABANG PANGLIMA POLIM JAKARTA

Abstract

Penelitian ini mengkaji implementasi mesin digital customer service (CS) dalam konteks self-service banking di PT Bank Rakyat Indonesia Tbk, Kantor Cabang Panglima Polim Jakarta. Perkembangan teknologi informasi telah mendukung transformasi layanan perbankan, namun tantangan dalam integrasi sistem dan keamanan tetap perlu diperhatikan. Penelitian ini bertujuan untuk menganalisis efektivitas mesin digital dalam meningkatkan kecepatan dan efisiensi layanan perbankan, mengevaluasi tingkat kepuasan nasabah, serta mengukur dampaknya terhadap pengurangan antrian dan waktu tunggu di kantor cabang. Metode yang digunakan adalah mixed method, menggabungkan analisis kuantitatif dan kualitatif. Data kuantitatif diperoleh melalui survei terhadap 100 nasabah, sedangkan wawancara mendalam dilakukan dengan 10 nasabah dan 5 staf bank. Hasil penelitian menunjukkan bahwa mesin digital CS dapat mempercepat transaksi hingga 40% dan meningkatkan kepuasan nasabah, dengan 85% responden merasa puas terhadap kecepatan layanan. Selain itu, terdapat penurunan signifikan dalam waktu tunggu dan antrian di kantor cabang. Penelitian ini memberikan rekomendasi untuk pengembangan lebih lanjut dalam layanan berbasis teknologi, termasuk pemeliharaan sistem dan peningkatan sosialisasi penggunaan mesin digital. Dengan demikian, penelitian ini diharapkan dapat memberikan kontribusi bagi pengembangan praktik terbaik dalam layanan perbankan dan membantu PT Bank Rakyat Indonesia Tbk meningkatkan efisiensi operasional serta kepuasan nasabah di era digital.

This research examines the implementation of digital customer service (CS) machines in the context of self-service banking at PT Bank Rakyat Indonesia Tbk, Panglima Polim Branch in Jakarta. The advancement of information technology has facilitated the transformation of banking services; however, challenges related to system integration and security remain significant. This study aims to analyze the effectiveness of digital machines in enhancing the speed and efficiency of banking services, evaluate customer satisfaction levels, and measure their impact on reducing queues and wait times at the branch. The methodology employed is a mixed method, combining quantitative and qualitative analysis. Quantitative data were collected through a survey of 100 customers, while in-depth interviews were conducted with 10 customers and 5 bank staff members. The findings indicate that the digital CS machines can accelerate transactions by up to 40% and increase customer satisfaction, with 85% of respondents expressing satisfaction with the speed of service. Additionally, there was a significant reduction in wait times and queues at the branch. This study offers recommendations for further development of technology-based services, including system maintenance and enhanced outreach regarding the use of digital machines. Thus, this research is expected to contribute to the development of best practices in banking services and assist PT Bank Rakyat Indonesia Tbk in improving operational efficiency and customer satisfaction in the digital era.