Electronic Theses and Dissertation

Kesimpulan berdasarkan hasil pembahasan mengenai proses migrasi bsi mobile ke superapp byond pada bsi kcp sigli iskandar muda, maka dapat disimpulkan beberapa hal sebagai berikut: proses migrasi dari bsi mobile ke superapp byond bsi merupakan bagian dari strategi transformasi digital yang dilakukan oleh bank syariah indonesia (bsi) untuk meningkatkan kualitas layanan serta memenuhi kebutuhan nasabah di era digital. di tingkat cabang, khususnya bsi kcp sigli iskandar muda, proses ini dilaksanakan melalui tahapan sosialisasi, edukasi, pendampingan langsung kepada nasabah, serta pelatihan internal kepada karyawan. peran kantor cabang sangat penting dalam mendukung kelancaran proses migrasi. bsi kcp sigli iskandar muda menjalankan peran tersebut dengan aktif memberikan informasi kepada nasabah, membantu proses instalasi dan aktivasi aplikasi, serta menangani kendala teknis maupun pertanyaan yang muncul selama masa transisi. hasil dari proses migrasi menunjukkan dampak positif, antara lain meningkatnya jumlah pengguna aktif aplikasi byond yang tercermin melalui data registrasi ulang dan aktivasi akun baru, meningkatnya efisiensi layanan di kantor cabang karena nasabah dapat bertransaksi secara mandiri melalui aplikasi, serta meningkatnya kepuasan nasabah—khususnya dari kalangan milenial—terhadap fitur-fitur digital seperti pembukaan rekening online, manajemen keuangan, dan integrasi qris. kendala dalam proses migrasi, seperti kurangnya literasi digital pada sebagian nasabah dan keterbatasan jaringan internet di beberapa wilayah, berhasil diatasi melalui pendekatan edukatif, komunikasi persuasif, serta dukungan teknis dari pihak cabang. secara keseluruhan, transformasi digital ini memberikan dampak positif yang signifikan, baik bagi internal bank maupun bagi nasabah. migrasi ini tidak hanya meningkatkan kualitas layanan digital, tetapi juga mendorong efisiensi operasional di tingkat cabang, yang terlihat dari berkurangnya transaksi manual karena sebagian besar layanan kini dapat diakses secara mandiri oleh nasabah melalui aplikasi. selain itu, peningkatan jumlah pengguna aktif superapp byond menunjukkan bahwa proses adaptasi berjalan cukup efektif, didukung oleh strategi sosialisasi dan pendampingan yang baik dari pihak cabang. fitur-fitur baru yang ditawarkan juga memberikan pengalaman perbankan yang lebih praktis, modern, dan relevan, terutama bagi segmen milenial yang menjadi target utama digitalisasi perbankan. saran meskipun secara umum proses migrasi dari bsi mobile ke superapp byond bsi berjalan dengan baik dan menunjukkan hasil positif, terdapat beberapa aspek yang masih perlu diperhatikan untuk pengembangan ke depannya, antara lain: peningkatan pelatihan digital bagi seluruh kalangan nasabah, terutama bagi nasabah usia lanjut atau yang kurang familiar dengan teknologi. optimalisasi fitur edukatif di dalam aplikasi, seperti penambahan tutorial video, panduan interaktif, atau chatbot untuk membantu nasabah memahami penggunaan aplikasi secara mandiri. monitoring dan evaluasi berkala oleh manajemen cabang terhadap efektivitas sosialisasi, tingkat adopsi aplikasi, serta kendala teknis yang dihadapi nasabah guna memastikan proses migrasi dan penggunaan aplikasi berjalan optimal.

Conclusion Based on the results of the discussion regarding the migration process from BSI Mobile to SuperApp Byond at BSI KCP Sigli Iskandar Muda, several conclusions can be drawn as follows: The migration process from BSI Mobile to SuperApp Byond BSI is part of the digital transformation strategy implemented by Bank Syariah Indonesia (BSI) to improve service quality and meet customer needs in the digital era. At the branch level, particularly at BSI KCP Sigli Iskandar Muda, this process was carried out through stages of socialization, education, direct assistance to customers, and internal training for employees. The role of the branch office is crucial in supporting the smooth implementation of the migration process. BSI KCP Sigli Iskandar Muda played this role actively by providing information to customers, assisting with the installation and activation processes, and handling technical issues or inquiries that arose during the transition period. The results of the migration process show positive impacts, including an increase in the number of active users of the Byond application as reflected in re-registration and new account activation data, greater service efficiency at the branch due to customers being able to conduct transactions independently via the app, and higher customer satisfaction—especially among millennials—toward digital features such as online account opening, financial management, and QRIS integration. Challenges encountered during the migration process, such as limited digital literacy among some customers and unstable internet connectivity in certain areas, were successfully addressed through educational approaches, persuasive communication, and technical support from the branch. Overall, this digital transformation has brought significant positive impacts both for the bank’s internal operations and for its customers. The migration has not only enhanced the quality of digital services but also improved operational efficiency at the branch level, as indicated by a reduction in manual transactions since most services can now be accessed independently through the application. Furthermore, the increase in the number of active SuperApp Byond users indicates that the adaptation process has been quite effective, supported by proper socialization and customer assistance strategies conducted by the branch. The newly introduced features also provide a more practical, modern, and relevant banking experience, particularly for the millennial segment, which serves as one of the main targets of banking digitalization. Suggestions Although the migration process from BSI Mobile to SuperApp Byond BSI has generally proceeded well and produced positive outcomes, several aspects still require attention for future improvement, including: Enhancing digital training programs for all customer groups, particularly elderly customers or those who are less familiar with technology. Optimizing educational features within the application, such as adding video tutorials, interactive guides, or chatbots to help customers understand how to use the app independently. Regular monitoring and evaluation by branch management regarding the effectiveness of socialization programs, the level of application adoption, and technical challenges faced by customers to ensure that the migration and application usage processes continue to run optimally.