Electronic Theses and Dissertation

BAB V
KESIMPULAN DAN SARAN

5.1 Kesimpulan
Berdasarkan hasil kegiatan kerja praktik (OJT) yang telah dilaksanakan di PT Bank
Syariah Nasional KCP Universitas Syiah Kuala serta uraian pembahasan sebelumnya
mengenai prosedur aktivasi layanan Mobile Banking Bale Syariah By BSN, maka dapat
disimpulkan bahwa, proses aktivasi layanan tersebut telah berjalan secara sistematis
dan terstruktur. Tahapan aktivasi dimulai dari pengunduhan aplikasi, pemilihan status
nasabah, verifikasi nomor telepon melalui kode OTP, pengisian data identitas, hingga
pembuatan User ID dan PIN sebagai sistem keamanan. Proses ini dapat dilakukan
secara mandiri oleh nasabah maupun dengan bantuan pihak bank, sehingga
memberikan fleksibilitas dalam penggunaannya.
Persyaratan yang harus dipenuhi oleh nasabah dalam melakukan aktivasi tergolong
cukup sederhana, yaitu memiliki rekening aktif, menggunakan nomor handphone yang
terdaftar, serta melakukan verifikasi data sesuai dengan data yang tersimpan di bank.
Selain itu, aspek keamanan juga menjadi perhatian penting, di mana nasabah
diwajibkan menjaga kerahasiaan data pribadi seperti PIN dan kode OTP agar terhindar
dari penyalahgunaan.
Dalam pelaksanaannya, pihak bank memiliki peran yang sangat penting, khususnya
melalui CS yang bertugas memberikan informasi, arahan, serta pendampingan kepada
nasabah selama proses aktivasi berlangsung. Peran ini menjadi sangat membantu,
terutama bagi nasabah yang masih mengalami kesulitan dalam memahami penggunaan
teknologi digital.
Dari sisi pengalaman nasabah, layanan mobile banking ini pada umumnya dinilai
mampu memberikan kemudahan dalam melakukan transaksi. Namun demikian, masih
terdapat beberapa kendala yang sering dihadapi, seperti kesulitan memahami alur
registrasi, nomor handphone tidak aktif atau tidak menerima kode OTP, koneksi
internet yang tidak stabil, hingga akun terblokir akibat lupa PIN atau salah
memasukkan PIN berulang kali.
Meskipun demikian, kendala tersebut umumnya dapat diatasi dengan adanya bantuan
dari pihak bank. Secara keseluruhan, layanan Mobile Banking Bale Syariah By BSN
telah berjalan dengan cukup efektif, meskipun masih diperlukan beberapa perbaikan
untuk meningkatkan kualitas layanan.
Berdasarkan hasil wawancara yang dilakukan selama kegiatan kerja praktik,
sebagian besar nasabah merasa puas terhadap layanan Mobile Banking Bale Syariah
By BSN karena memberikan kemudahan dan kecepatan dalam melakukan berbagai
transaksi. Nasabah menilai aplikasi ini cukup praktis digunakan dalam aktivitas sehari
hari, terutama untuk transfer, pembayaran tagihan, tanpa harus datang ke kantor bank.
Selain itu, pelayanan yang diberikan oleh CS juga mendapatkan tanggapan positif
dari nasabah. Pendampingan yang diberikan selama proses aktivasi dinilai sangat
membantu, khususnya bagi nasabah yang belum memahami penggunaan mobile
banking. Meskipun masih terdapat beberapa kendala teknis seperti gangguan jaringan
dan nomor handphone tidak aktif atau tidak menerima kode OTP, secara umum
nasabah merasa bahwa pihak bank mampu memberikan solusi dan penanganan yang
baik terhadap setiap permasalahan yang terjadi.

5.2 Saran
Berdasarkan hasil pengamatan dan pengalaman selama pelaksanaan kerja praktik,
terdapat beberapa saran yang diharapkan dapat menjadi bahan pertimbangan untuk
peningkatan layanan ke depan
1. Peningkatan Edukasi dan Sosialisasi
Pihak bank diharapkan dapat meningkatkan edukasi kepada nasabah terkait
penggunaan Mobile Banking Bale Syariah By BSN melalui berbagai media agar
lebih mudah dipahami oleh seluruh kalangan.
2. Penyederhanaan Prosedur dan Peningkatan Sistem
Prosedur aktivasi perlu disederhanakan serta didukung dengan peningkatan
kualitas sistem dan jaringan agar proses aktivasi menjadi lebih mudah, cepat, dan
minim kendala.
3. Penguatan Layanan Pendampingan
Customer service diharapkan dapat meningkatkan kualitas pelayanan, khususnya
dalam memberikan pendampingan, komunikasi yang baik, serta solusi yang tepat
kepada nasabah.
4. Bagi Mahasiswa Selanjutnya
Mahasiswa yang akan melaksanakan kerja praktik diharapkan dapat lebih aktif,
memiliki inisiatif yang tinggi, serta mampu memanfaatkan kesempatan yang ada
untuk belajar secara langsung di lapangan. Dengan demikian, mahasiswa dapat
memperoleh pengalaman kerja, pengetahuan praktis, serta pemahaman yang lebih
mendalam mengenai dunia perbankan.

CHAPTER V CONCLUSIONS AND RECOMMENDATIONS 5.1 Conclusions Based on the results of the On-the-Job Training (OJT) conducted at PT Bank Syariah Nasional, Syiah Kuala University Branch Office (KCP Universitas Syiah Kuala), and the discussion presented in the previous chapter regarding the activation procedure of the Bale Syariah Mobile Banking by BSN service, it can be concluded that the activation process has been implemented systematically and in a well-structured manner. The activation process begins with downloading the application, selecting the customer status, verifying the registered mobile phone number through a One-Time Password (OTP), entering personal identification data, and creating a User ID and PIN as security credentials. This process can be completed independently by customers or with assistance from the bank, providing flexibility according to customers' needs. The requirements for activating the service are relatively simple. Customers must have an active bank account, use the registered mobile phone number, and complete the data verification process based on the information stored in the bank's system. In addition, security is an essential aspect of the service. Customers are required to keep their personal information, including their PIN and OTP, confidential to prevent unauthorized access or misuse. During the activation process, the bank plays a significant role, particularly through its Customer Service (CS) officers, who provide information, guidance, and assistance to customers. This support is especially beneficial for customers who have limited knowledge or experience in using digital banking services. From the customers' perspective, the Bale Syariah Mobile Banking service generally provides convenience in conducting banking transactions. However, several challenges are still encountered, such as difficulties in understanding the registration procedure, inactive mobile phone numbers or failure to receive OTP verification codes, unstable internet connections, and blocked accounts due to forgotten PINs or repeated incorrect PIN entries. Despite these challenges, most issues can be resolved with assistance from the bank. Overall, the Bale Syariah Mobile Banking by BSN service has been implemented effectively, although several improvements are still needed to further enhance its service quality. Based on the interviews conducted during the OJT program, most customers expressed satisfaction with the Bale Syariah Mobile Banking by BSN service because it enables them to perform banking transactions more conveniently and efficiently. Customers considered the application practical for daily financial activities, particularly for fund transfers and bill payments, without the need to visit a bank branch. Furthermore, the services provided by the Customer Service officers received positive feedback from customers. The assistance provided during the activation process was considered highly beneficial, especially for customers who were unfamiliar with mobile banking services. Although several technical issues were reported, such as network disruptions and inactive mobile phone numbers or failure to receive OTP verification codes, customers generally believed that the bank was able to provide appropriate solutions and effective handling of these problems. 5.2 Recommendations Based on the observations and experiences gained during the On-the-Job Training (OJT), the following recommendations are proposed to improve the quality of services in the future: 1. Enhancing Customer Education and Socialization The bank is expected to improve customer education regarding the use of the Bale Syariah Mobile Banking by BSN application through various communication media, ensuring that the information is accessible and easily understood by customers from different backgrounds. 2. Simplifying the Activation Procedure and Improving the System The activation process should be simplified and supported by continuous improvements to the banking system and network infrastructure to ensure that the activation process becomes faster, more efficient, and less prone to technical issues. 3. Strengthening Customer Assistance Services Customer Service officers are encouraged to continuously improve the quality of their services by providing better guidance, maintaining effective communication, and offering appropriate solutions to customers experiencing difficulties during the activation process. 4. Recommendations for Future Student Interns Students who will undertake future On-the-Job Training programs are encouraged to be proactive, demonstrate strong initiative, and make the most of the learning opportunities available in the workplace. By doing so, they will gain valuable practical experience, improve their professional skills, and develop a deeper understanding of the banking industry.