Musytari : Jurnal Manajemen, Akuntansi, dan Ekonomi

Vol. 25 No. 1 (2025): Musytari: Neraca Manajemen, Akuntasi, dan Ekonomi, ISSN 3025-9495
Articles

IMPLEMENTASI PELAYANAN MENGGUNAKAN MESIN CUSTOMER SERVICE DIGITAL PADA BCA KCP HASANUDIN

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  • Faadiyah Aulia Rihhadatul 'Aisy,
  • Puji Wahono,
  • Suherdi
Faadiyah Aulia Rihhadatul 'Aisy
Universitas Negeri Jakarta
Puji Wahono
Universitas Negeri Jakarta
Suherdi
Universitas Negeri Jakarta

Published 2025-12-01

Keywords

  • Digital Machine, Digitalization, Customer Service, and Banking

How to Cite

IMPLEMENTASI PELAYANAN MENGGUNAKAN MESIN CUSTOMER SERVICE DIGITAL PADA BCA KCP HASANUDIN. (2025). Musytari : Jurnal Manajemen, Akuntansi, Dan Ekonomi, 25(1). https://cibjournal.com/index.php/musytari/article/view/2541

Abstract

This study aims to analyze the implementation of Digital Customer Service machines in the banking sector, specifically at BCA KCP Hasanudin. The research method used was descriptive qualitative. Data analysis employed triangulation. Sampling was conducted using purposive sampling. The results of this study indicate that there are obstacles to the implementation of Digital Customer Service machines at BCA KCP Hasanudin due to a lack of customer knowledge regarding how to use digital machines. Furthermore, the machines sometimes experience problems, both with the system and with the fingerprint indicator used to read customers' fingerprints. The solution implemented to address these obstacles is to provide customers with information about the uses, benefits, and procedures for using the digital machines available at BCA. Furthermore, routine and periodic maintenance also addresses system problems and supporting indicators. Based on these data, the implementation of the Digital Customer Service machines at BCA KCP Hasanudin has been quite optimal.

 
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