PERAN CUSTOMER SERVICE DALAM MENINGKATKAN AKSES DAN PENGGUNAAN KEUANGAN DIGITAL PADA PT. BANK TABUNGAN NEGARA (PERSERO) TBK KANTOR CABANG PALEMBANG

PUTRI, GINTHA NADIYAH and Muthia, Fida (2025) PERAN CUSTOMER SERVICE DALAM MENINGKATKAN AKSES DAN PENGGUNAAN KEUANGAN DIGITAL PADA PT. BANK TABUNGAN NEGARA (PERSERO) TBK KANTOR CABANG PALEMBANG. Diploma thesis, Sriwijaya University.

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Abstract

Kemajuan teknologi informasi telah membawa perubahan besar dalam dunia perbankan, khususnya dalam hal penyediaan layanan yang berbasis digital. Layanan seperti mobile banking, internet banking, serta berbagai transaksi elektronik kini menjadi bagian dari strategi bank untuk memberikan kemudahan kepada nasabah. PT Bank Tabungan Negara (Persero) Tbk Kantor Cabang Palembang turut berperan dalam mendukung proses digitalisasi ini agar masyarakat dapat mengakses layanan keuangan dengan lebih luas. Namun, dalam praktiknya masih dijumpai beberapa kendala, seperti kurangnya pemahaman digital di kalangan nasabah, kekhawatiran terhadap keamanan transaksi, dan kesulitan dalam penggunaan teknologi, terutama bagi nasabah tertentu. Laporan akhir ini bertujuan untuk melihat sejauh mana peran customer service dalam membantu mengatasi kendala-kendala tersebut serta mendorong pemanfaatan layanan digital di kalangan nasabah. Berdasarkan hasil observasi langsung selama masa magang, diketahui bahwa customer service memiliki peran yang cukup strategis, tidak hanya sebagai petugas layanan, tetapi juga sebagai pendamping dan pemberi edukasi terkait penggunaan fitur digital. Dengan pendekatan yang komunikatif dan sabar, customer service di BTN Kantor Cabang Palembang mampu membantu nasabah lebih percaya diri dalam menggunakan layanan digital. Kata Kunci: Customer Service, Layanan Keuangan Digital, BTN Mobile, Literasi DigitalThe advancement of information technology has brought significant changes to the banking industry, particularly in the provision of digital-based services. Services such as mobile banking, internet banking, and various forms of electronic transactions have now become part of the bank's strategy to offer convenience to customers. PT Bank Tabungan Negara (Persero) Tbk, Palembang Branch Office, is also taking part in supporting this digital transformation in order to expand access to financial services for the public. However, in practice several challenges still arise, such as the lack of digital literacy among customers, concerns regarding transaction security, and difficulties in using technology, especially among certain customer segments. This final report aims to examine the extent to which customer service contributes to overcoming these challenges and encouraging the use of digital services among customers. Based on direct observations during the internship period, it was found that customer service plays a strategic role—not only as service officers, but also as companions and educators in guiding customers to understand and use digital features. Through a communicative and patient approach, customer service at BTN Palembang Branch has successfully helped customers gain more confidence in using digital services. Keywords: Customer Service, Digital Financial Services, BTN Mobile, Digital Literacy

Item Type:	Thesis (Diploma)
Uncontrolled Keywords:	Customer Service, Layanan Keuangan Digital, BTN Mobile, Literasi Digital
Subjects:	H Social Sciences > HB Economic Theory > HB1-3840 Economic theory. Demography
Divisions:	01-Faculty of Economics > 63412-Secretarity (D3)
Depositing User:	Gintha Nadiyah Putri
Date Deposited:	26 Jul 2025 16:44
Last Modified:	26 Jul 2025 16:44
URI:	http://repository.unsri.ac.id/id/eprint/180936

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