Optimisation of Multipurpose Financing Services at Islamic Banks

Key Points

Optimising multipurpose financing services significantly improves customer satisfaction and engagement.
Identified factors include service digitalisation, customer service improvements, and effective marketing strategies.
Qualitative field research highlights the importance of user-friendly mobile applications in service performance.
Strategies include implementing loyalty programs and enhancing customer support with AI chatbots.

Abstract

This study aims to analyse the performance of multipurpose financing services at PT. Bank Sumut Syariah KCP Lubuk Pakam, formulate a strategy for optimising multipurpose financing services and recommend implementing a strategy for optimising multipurpose financing services. This study uses a qualitative approach with a field research type. This study identified that the main factors influencing PMG service performance include service digitalisation, improving customer service, loyalty programs, and effective marketing strategies. Service digitalisation, such as developing user-friendly mobile applications and informative websites, is essential to facilitate customer access and transaction management. In addition, improving customer service through a 24/7 call centre and using AI chatbots can increase customer satisfaction with fast and informative responses.

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