Implementasi Total Quality Management (TQM) dalam Mendukung Keberhasilan Migrasi Layanan Digital dari BSI Mobile ke BYOND pada PT Bank Syariah Indonesia Tbk

Authors

  • Ayunda Lailatul Badriyah P. Universitas Islam Indonesia
  • Dessy Isfianadewi Universitas Islam Indonesia
  • Yusuf Ahmad Sudrajat Universitas Islam Indonesia

DOI:

https://doi.org/10.58192/wawasan.v4i4.4819

Keywords:

BYOND, Customer Satisfaction, Digital Transformation, Operational Management, Total Quality Management

Abstract

Digital transformation is a critical strategy for banks to improve service quality and operational efficiency. One aspect of this transformation is the migration of mobile banking services from BSI Mobile to BYOND by Bank Syariah Indonesia (BSI). This study aims to analyze operational challenges, operational management strategies, and the impact of digital service migration on operational effectiveness and customer satisfaction. The study employs a descriptive qualitative approach using data collection techniques such as participant observation, informal interviews, and documentation. Research informants include customer service representatives, the IT team, customers who have completed the migration, and those who have not yet migrated. Data is analyz5ed using thematic analysis through data reduction, coding, data presentation, and drawing conclusions. Research findings indicate that the main challenges of the migration include data verification, the application activation process, and user adaptation to the new system. BSI implemented strategies involving outreach, education, customer support, and enhancements to the application’s security system to address these issues. The BYOND migration has had a positive impact on operational efficiency, transaction convenience, and customer satisfaction. This demonstrates that the implementation of Total Quality Management (TQM) principles which primarily focus on customer service and continuous improvement is crucial in driving the success of digital transformation at Bank Syariah Indonesia.

References

Agustina, E., Sihotang, A. T., & Thames, V. (2024). Towards Superior Banking Services Examining Service Strategies and Service Operations Using ITIL as Framework. IJISIT: International Journal of Computer Science and Information Technology, 1(1), 49–61. https://doi.org/10.55123/ijisit.v1i1.18

Brahmono Wicaksono, & Titin Kristiana. (2026). Analisis Tingkat Usability Aplikasi Mobile Banking Berdasarkan Metode Webuse. Jurnal Ilmiah Sistem Informasi, 5(2), 232–242. https://doi.org/10.51903/9egzmj73

Creswell, J. W. (2013). Qualitative Data Analysis. SAGE Publications.

Doori, J. A. Al. (2020). The impact of lean practices on operational performance in the banking sector: an empirical investigation. International Journal of Services and Operations Management, 37(1), 27. https://doi.org/10.1504/IJSOM.2020.109436

Dwika, D. S., & Hapzi Ali. (2024). Persepsi Manfaat Kemudahan Terhadap Niat Dalam Penggunaan Aplikasi Mobile Banking. Jurnal Ekonomi Manajemen Sistem Informasi, 6(2), 823–834. https://doi.org/10.38035/jemsi.v6i2.3402

Eisenhardt, K. M. (1989). Building Theories from Case Study Research. The Academy of Management Review, 14(4), 532. https://doi.org/10.2307/258557

Ekonomi, J. J., Syariah, K., Nugraha, F., Saleh, M., & Sinaga, A. (2025). Analisis Persepsi Nasabah Terhadap Layanan Kualitas Action Mobile Banking Menggunakan Metode SERVQUAL Pada BSI KCP Stabat. JEKSya: Jurnal Ekonomi Dan Keuangan Syariah, 4(3). https://jurnal.perima.or.id/index.php/JEKSya

Harimurti, R., & Suryani, T. (2019). THE IMPACT OF TOTAL QUALITY MANAGEMENT ON SERVICE QUALITY, CUSTOMER ENGAGEMENT, AND CUSTOMER LOYALTY IN BANKING. Jurnal Manajemen Dan Kewirausahaan, 21(2), 95–103. https://doi.org/10.9744/jmk.21.2.95-103

Hasyim. (2025). Pengaruh Kualitas Layanan Mobile Banking terhadap Loyalitas Nasabah Generasi Z. Pengaruh Kualitas Layanan Mobile Banking Terhadap Loyalitas Nasabah Generasi Z.

Hayani, N., & Alsukri, S. (2021). Dimensi E-Servqual dan Dampaknya Terhadap E-Satisfaction Layanan Mobile Banking. Jurnal Ilmiah Ekonomi Islam, 7(2). https://doi.org/10.29040/jiei.v7i2.2275

Heizer, jay, render, barry, & munson, chuck. (2017). Operations Management: Sustainability and Supply Chain Management.

K, F. C., & Dian Wulandari, O. A. (2024). PENGARUH KETERSEDIAAN FITUR, KEAMANAN DAN KEMUDAHAN TERHADAP KENYAMANAN PENGGUNAAN MOBILE BANKING. Jurnal EBI, 6(2), 67–73. https://doi.org/10.52061/ebi.v6i2.319

Kartika Irawati, N., & Wijaya, T. (n.d.). PENGARUH USERT INTERFACE DAN USER EXPERIENCE TERHADAP LOYALITAS NASABAH DALAM PRODUK BSI MOBILE BANKING. https://doi.org/10.30651/jms.v10i1.25619

Latief, fitriani, Dirmawan, & Firman, ahmad. (2024). MINAT MENGGUNAKAN MOBILE BANKING MELALUI MANFAAT,KEMUDAHAN,FITUR LAYANAN DAN KEAMANAN. MINAT MENGGUNAKAN MOBILE BANKING MELALUI MANFAAT,KEMUDAHAN,FITUR LAYANAN DAN KEAMANAN.

Londa, D. R., Worang, F. G., Arie, F. V, Londa, D. R., Worang, F. G., & Arie, F. V. (2022). THE INFLUENCE OF PERCEIVED CREDIBILITY, PERCEIVED EASE OF USE, AND PERCEIVED USEFULNESS TOWARD CUSTOMER SATISFACTION IN USING BSGTOUCH. Jurnal EMBA, 10(4), 934–945.

Lóska, G., & Uotila, J. (2024). Digital Transformation in Corporate Banking: Toward a Blended Service Model. California Management Review, 66(3), 93–115. https://doi.org/10.1177/00081256231207429

Ly, R., & Ly, B. (2024). Digital payment systems in an emerging economy. Computers in Human Behavior Reports, 16, 100517. https://doi.org/10.1016/j.chbr.2024.100517

Malik, Y. F., Ernawati, D. P., & Rizkiyanti, A. A. (2024). A Literature Review on Operations Management and Strategy. International Journal of Social Science and Business, 8(2), 311–316. https://doi.org/10.23887/ijssb.v8i2.76906

Miles M, H. M. & S. J. (2014). Qualitative Data Analysis. SAGE Publications.

Mukriani, M., Djunaedi, D., & Wijayanti, L. A. (2025). Analisis Peran Manajemen Operasional dalam Pengelolaan Antrian Pelayanan di Instalasi Gawat Darurat. Barongko: Jurnal Ilmu Kesehatan, 3(3), 926–934. https://doi.org/10.59585/bajik.v3i3.733

Nugraha, M. A. N., Norvadewi, N., & Noni, Y. (2024). ANALISIS IMPLEMENTASI DIGITAL BANKING DALAM PENINGKATAN KUALITAS LAYANAN PADA NASABAH BANK SYARIAH INDONESIA (BSI) KCP SAMARINDA. Journal of Information Systems Management and Digital Business, 1(3), 314–321. https://doi.org/10.59407/jismdb.v1i3.628

Pirie, C. R., & Tambotoh, J. J. C. (2023). Usability Analysis using Usefulness, Satisfaction, and Ease-of-Use Questionnaire on the Digital Banking. SISTEMASI, 12(1), 154. https://doi.org/10.32520/stmsi.v12i1.2396

Pratama, B. A., Mahachandra, M., Handayani, N. U., & Prastawa, H. (n.d.). Development of Dimensions and Indicators for Quality Measurement of Mobile Banking Services.

Qatawneh, A. M., & Al-Okaily, M. (2024). The mediating role of technological vigilance between IT infrastructure and AIS efficiency. Journal of Open Innovation: Technology, Market, and Complexity, 10(1), 100212. https://doi.org/10.1016/j.joitmc.2024.100212

Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal, 32(6), 1443–1466. https://doi.org/10.1108/TQM-02-2020-0019

Rumuar, A., & Nugroho, H. S. (2024). PENGARUH KEPERCAYAAN, FITUR LAYANAN, KEMUDAHAN, DAN KEAMANAN TERHADAP KEPUTUSAN MENGGUNAKAN MOBILE BANKING DI KALANGAN GENERASI-Z. Media Mahardhika, 23(1), 190–201. https://doi.org/10.29062/mahardika.v23i1.1221

Sagita Putri, D., Irawan, D., Amanda, M., Kartono, R., & Gunadi, W. (2024). Faktor-Faktor Yang Mempengaruhi Continuous Intention to Use dalam Konteks Digital Banking di Indonesia. Journal of Economics and Business UBS, 13(1), 356–375. https://doi.org/10.52644/joeb.v13i1.1471

Santoso, B., & Edwin Zusrony. (2020). ANALISIS PERSEPSI PENGGUNA APLIKASI PAYMENT BERBASIS FINTECH MENGGUNAKAN TECHNOLOGY ACCEPTANCE MODEL (TAM). JURNAL TEKNOLOGI INFORMASI DAN KOMUNIKASI, 11(1), 49–54. https://doi.org/10.51903/jtikp.v11i1.150

Shankar, A., Datta, B., Jebarajakirthy, C., & Mukherjee, S. (2020). Exploring Mobile Banking Service Quality: A Qualitative Approach. Services Marketing Quarterly, 41(2), 182–204. https://doi.org/10.1080/15332969.2020.1742982

Sitanggang, A. S., Lestari, S., Febrianti, C., Az-Zahra, A., & Fitriadi, M. N. (2024). ANALISIS TINGKAT KEPERCAYAAN NASABAH PADA KEAMANAN TRANSAKSI PERBANKAN MELALUI MOBILE BANKING (M-BANKING). Jurnal Ekonomi Dan Perbankan Syariah, 9(3). https://doi.org/10.30651/jms.v9i3.23067

Subowo, H., Noviantika, T. A., & Sumantri, S. (2023). Pengaruh Persepsi Kemudahan Penggunaan, Persepsi Risiko, Persepsi Kepercayaan Pada Generasi Millenials Dalam Menggunakan Mobile Banking. Jurnal Informatika Kesatuan, 3(2), 91–100. https://doi.org/10.37641/jikes.v3i2.1796

Tandaju, E., Tamengkel, L. F., & Rogahang, J. J. (2025). Pengaruh Kualitas Layanan Mobile Banking terhadap Kepuasan Nasabah pada PT. Bank Rakyat Indonesia Unit Bahu Kota Manado. Productivity, 6(2), 1203–1208. https://doi.org/10.35797/ejp.v6i2.61744

Tjonadi, C., Wijaya, K. V., Roselin, V., Natalie, V., & Maulana, A. (2023). Manajemen Layanan Teknologi Informasi Perusahaan Perseroan Menggunakan Information Technology Infrastructure Library Service Operation: Literature Review. JDMIS: Journal of Data Mining and Information Systems, 1(2), 56–62. https://doi.org/10.54259/jdmis.v1i2.1611

Wang, L., Bedi Guy Herve, D., & Shen, Y. (2012). Continuous Process Improvement in Banking Sector and a Model Design for Performance Enhancement. International Journal of Business and Management, 7(2). https://doi.org/10.5539/ijbm.v7n2p130

Wibowo, I. (2022). Customer-Oriented Operational Management: Improving Consumer Experience through Service Efficiency. Jurnal Ekonomi Akuntansi Dan Manajemen Indonesia, 1(01), 26–34. https://doi.org/10.58471/jeami.v1i01.525

Wibowo, I. (2024). Application of technology in operational management-Imam Wibowo Application of technology in operational management. Jurnal Multidisiplin Sahombu, 4. https://doi.org/10.58471/jms.v4i01

Wijanarko, M. F., & Sihite, J. (2024). Analysis of the Effect of Perceived Ease of Use, Perceived Usefulness and Perceived Security on Intention to Use Brimo Mobile Banking with Trust as Mediation. Indonesian Journal of Business Analytics, 4(1), 93–110. https://doi.org/10.55927/ijba.v4i1.8122

Winardi, M., Muawwal, A., & Renny. (2023). REDESIGN UI/UX PADA APLIKASI BCA MOBILE MENGGUNAKAN METODE LEAN UX. KHARISMA Tech, 19(1), 153–167. https://doi.org/10.55645/kharismatech.v19i1.444

Zhuo, Z. (2019). Research on using Six Sigma management to improve bank customer satisfaction. International Journal of Quality Innovation, 5(1), 3. https://doi.org/10.1186/s40887-019-0028-6

Zouari, G., & Abdelhedi, M. (2021). Customer satisfaction in the digital era: evidence from Islamic banking. Journal of Innovation and Entrepreneurship, 10(1), 9. https://doi.org/10.1186/s13731-021-00151-x

Zuhra, I., Septi, A. J., & Dabutar, A. R. Pengaruh kualitas layanan BRI Mobile terhadap kepuasan nasabah (Studi pengguna BRI Mobile di Fakultas Ekonomi Universitas Negeri Medan). https://doi.org/10.30651/jms.v8i4.20789

Zulkifly, Z. A., Brasit, N., Alhaqqi, M. S., & Adelia, S. (2022). Analisis Peningkatan Kualitas Layanan Mobile Banking dengan Pendekatan Metode E-Servqual. JBMI (Jurnal Bisnis, Manajemen, Dan Informatika), 19(1), 61–79. https://doi.org/10.26487/jbmi.v19i1.21337

Downloads

Published

2026-07-03

How to Cite

Ayunda Lailatul Badriyah P., Dessy Isfianadewi, & Yusuf Ahmad Sudrajat. (2026). Implementasi Total Quality Management (TQM) dalam Mendukung Keberhasilan Migrasi Layanan Digital dari BSI Mobile ke BYOND pada PT Bank Syariah Indonesia Tbk . Wawasan : Jurnal Ilmu Manajemen, Ekonomi Dan Kewirausahaan, 4(4), 115–133. https://doi.org/10.58192/wawasan.v4i4.4819

Issue

Vol. 4 No. 4 (2026): Oktober: Wawasan : Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahan

Section

Articles

License

Copyright (c) 2026 Wawasan : Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.