Year: 2025
Type: article
Abstract: The rapid development of information and communication technology has significantly changed the financial sector, especially through digital banking. Indonesia ranks third in the world in terms of digital banking usage, hence the need understand its challenges and opportunities is crucial for the sustainability of the financial industry. This research aims to analyze the ASN and TNI pension customer visit service system at Bank Woori Saudara KC Solo, analyze the barriers faced, and analyze the impact of these services on customer satisfaction. The research used a qualitative approach with a case study design, involving in-depth interviews, observation and documentation. The results show that the mechanism implemented contributes positively to customer satisfaction, with staff friendliness and attentiveness as key factors. However, there are challenges such as accessibility and time constraints. Future research is recommended to expand the scope of the study to several other banks and involve more informants, as well as explore other factors that may affect customer satisfaction in more depth.
Source: Manajemen dan Bisnis
Institution: Muhammadiyah University of Surakarta
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4409303809