OPTIMIZATION OF SYARIAH BANKING SERVICES TO IMPROVE OPERATIONAL EFFICIENCY

Abstract

Islamic banking in Indonesia has experienced rapid development along with increasing public awareness of sharia-based financial services. Bank Syariah Indonesia (BSI) as the largest Islamic bank in Indonesia continues to optimize its services to improve operational efficiency and customer satisfaction. This study aims to analyze how the optimization of Islamic banking services contributes to increasing operational efficiency, with a case study at BSI Purwokerto Sudirman 1 Branch Office. The methods used in this study include direct observation and participation in various operational aspects, including customer service, financial administration, and marketing of Islamic banking products. The results of the study show that digitalization of services, such as BSI Mobile and QRIS, as well as the implementation of the Customer Relationship Management (CRM) system play a role in accelerating transactions and improving customer experience. In addition, operational efficiency is supported by improving the quality of human resources (HR) and effective marketing strategies. With these innovations, BSI is able to increase its competitiveness in the Islamic financial industry. This study is expected to provide insight for Islamic banking in developing more efficient and innovative services.