Technology that continues to develop makes various industries have to adapt
quickly. One of them is the Islamic banking industry, which must follow the rapid
development of technology. Mobile banking is one form of technological
advancement in Islamic banking, with the existence of mobile banking allows
customers to make various transactions anywhere and anytime without the need to
come to the bank office. The purpose of this study is to determine the strategy
carried out by Bank Syariah Indonesia KCP Ajibarang Banyumas Regency in
improving the quality of service to customers through mobile banking.
This type of research is field research (field research) is research carried out
systematically by taking data directly to the object of research. This research uses
a descriptive qualitative approach where the results of the research will be
presented in descriptive form. This research uses a descriptive qualitative
approach where the results of the research will be presented in descriptive form.
Data collection techniques used in the form of interviews, observation and
documentation. The data analysis technique used is inductive where the data
obtained is specific and drawn which can be widely generalized.
The results of this study show that there are five strategies carried out by Bank
Syariah Indonesia KCP Ajibarang, namely innovative feature development,
employee competency training, improving customer data security, improving
communication with customers and socialization to customers. The five strategies
are carried out consistently by Bank Syariah Indonesia KCP Ajibarang to improve
the quality of service to customers through mobile banking. Related to the
influencing factors are the effectiveness of the BSI Mobile application and the
bank's internal employees.