From Queues to Clicks: A Case Study on ServiceTransformation Using Byond by Bank Syariah Indonesia
Article Sidebar
Main Article Content
Abstract
Background: Providing high-quality service is a vital strategy for banks to enhance customer satisfaction and loyalty. In Islamic banking, digital transformation plays a significant role in delivering Sharia-compliant, efficient, and accessible services. This study investigates the implementation of the Byond application by Bank Syariah Indonesia (BSI) at the KCP Banjar branch in improving service quality.
Methods: A qualitative approach was used, focusing on digital media as the main source of data. Data collection and analysis centered on exploring the features, benefits, and impacts of the Byond application on banking service processes and customer experiences.
Results: The findings indicate that Byond functions as a super app providing a wide range of transaction features alongside Sharia-compliant services. It enables customers to perform independent transactions remotely, reducing the need for physical visits to bank branches or ATMs. This leads to shorter queues, increased use of e-channels, and improved operational efficiency.
Conclusion: Byond significantly enhances service quality by offering convenient, Sharia-compliant digital banking solutions that meet customer expectations and improve satisfaction.
Novelty: This study highlights the innovative integration of Islamic principles within a digital banking platform, positioning Byond as a leading super app advancing Islamic banking transformation in Indonesia.
Downloads
Article Details
How to Cite
References
Abdul, A. R., Mandiri, D. P., Astuti, W., & Arkoyah, S. (2022). Tantangan perkembangan perbankan syariah di Indonesia. Jurnal Tabarru’: Islamic Banking and Finance, 5(2), 352–365. https://doi.org/10.25299/jtb.2022.vol5(2).9505
Abdurrahman. (2025). Examining the impact of digital transformation on digital product innovation performance in banking industry through the integration of resource-based view and dynamic capabilities. Journal of Strategy & Innovation, 36(1), 200540. https://doi.org/10.1016/j.jsinno.2025.200540
Abdurrahman, A. (2024). Investigating the impact of digital business ecosystem in enhancing Islamic mobile banking adoption through the TOE framework. Digital Business, 4(2), 100096. https://doi.org/10.1016/j.digbus.2024.100096
Adinugraha, H. H., Shulthoni, M., & Sain, Z. H. (2024). Transformation of cash waqf management in Indonesia: Insights into the development of digitalization. Review of Islamic Social Finance and Entrepreneurship, 50–66. https://doi.org/10.20885/RISFE.vol3.iss1.art4
Ahmed Saleh Ahmed Saif Al-Shameri, S. S. O. (2024). Remote work policies as a critical HR practice to navigate through the COVID-19 pandemic and improve job performance: A review article. Journal of Hunan University Natural Sciences, 51(1), Article 1. https://jonuns.com/index.php/journal/article/view/1508
Ahyani, H., Muhammad, Z., & Syamsudin, S. (2024). The intersection of siyasah syar’iyyah and Islamic constitutionalism in zakat regulations. Journal Al-Tijarah, 1(1), Article 1. https://ejournal.kampusalazhar.ac.id/index.php/JAT/article/view/28
Ahyani, Lousada, S. A. N., Sartono, S., Kotyazhov, A., & Huda, M. (2024). Protecting yourself from online fraud and hacking: An Islamic perspective. Abdurrauf Journal of Islamic Studies, 4(1), Article 1. https://doi.org/10.58824/arjis.v4i1.277
Alam, M. K., & Miah, M. S. (2024). Do Islamic banks use institutional theory in the light of Shariah governance? Empirical evidence from a Muslim dominant country. Heliyon, 10(2), e24252. https://doi.org/10.1016/j.heliyon.2024.e24252
Aligarh, F., Falikhatun, F., & Nugroho, A. (2023). Zakat, infaq and shadaqah (ZIS) digitalization: A case study using technology organization environment framework. EL DINAR: Jurnal Keuangan Dan Perbankan Syariah, 11(1), Article 1. https://doi.org/10.18860/ed.v11i1.18916
Ani, S., Azim, P., Azik, M., Sopyah, N., & Badriyah. (2024). The transformation of hadhanah in the digital era: Islamic parenting strategies with technology. NALAR FIQH: Jurnal Hukum Islam, 15(2), Article 2. https://doi.org/10.30631/nf.v15i2.1687
Ardi, M. N., Santoso, H., Nizar, M. C., & Tulab, T. (2024). Actualization of Pancasila philosophy in the context of family social resilience in Jalawastu traditional village, Brebes regency, Central Java, Indonesia. El-Usrah: Jurnal Hukum Keluarga, 7(2), 557–580. https://doi.org/10.22373/ujhk.v7i2.25746
Assari, E. (2022). The legal status of digital banks in Indonesia. Jurisdictie: Jurnal Hukum Dan Syariah, 13(2), Article 2. https://doi.org/10.18860/j.v13i2.16285
Avdukic, A., & Asutay, M. (2024). Testing the development impact of Islamic banking: Islamic moral economy approach to development. Economic Systems, 101229. https://doi.org/10.1016/j.ecosys.2024.101229
bankbsi_regionkalimantan. (2024, November 8). BSI Region Kalimantan on Instagram: “Let’s get to know the features of BYOND by BSI! Now, BSI presents an application with cool features to make your transactions easier. What are you waiting for? Download it now and enjoy the ease of transacting at BYOND by BSI now! ✨???? #LifeWithBSI #EverythingMakesEasy #BYONDbyBSI.” Instagram. https://www.instagram.com/p/DCGIr6lSx3y/
Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101.
Creswell, J. W., & Poth, C. N. (2018). Qualitative inquiry and research design: Choosing among five approaches (4th ed.). Sage Publications.
Darmawati, Hardiana, D., Mainata, D., & Nuryadin, M. B. (2023). Halal industry: A literature bibliometric review on halal studies. Mazahib, 22(1), Article 1. https://doi.org/10.21093/mj.v22i1.5477
Elamer, A. A., Ntim, C. G., Abdou, H. A., & Pyke, C. (2020). Sharia supervisory boards, governance structures and operational risk disclosures: Evidence from Islamic banks in MENA countries. Global Finance Journal, 46, 100488. https://doi.org/10.1016/j.gfj.2019.100488
Fitriyah, S. Z. Z., & Adnan, N. I. M. (2025). Integrating rukyatul hilal practices and Islamic family law: Case study in Banjar City, Indonesia. Munakahat: Journal of Islamic Family Law, 1(2), Article 2.
Ghobakhloo, M., Mahdiraji, H. A., Iranmanesh, M., & Jafari-Sadeghi, V. (2024). From Industry 4.0 digital manufacturing to Industry 5.0 digital society: A roadmap toward human-centric, sustainable, and resilient production. Information Systems Frontiers. https://doi.org/10.1007/s10796-024-10476-z
Hakim, M. L. (2023). Islamic law and society in Indonesia: Corporate zakat norms and practices in Islamic banks, by Alfitri. Bijdragen Tot de Taal-, Land- En Volkenkunde / Journal of the Humanities and Social Sciences of Southeast Asia, 179(1), 115–118. https://doi.org/10.1163/22134379-17901001
Hartini, S., Purwoto, A., Hartono, R., & Apriadi, A. (2025). Authority of the National Sharia Council (DSN) and the Financial Services Authority (OJK) in the regulation of Shakira banks after the birth of law no.21 of 2011 linked to sharia principles according to sharia banking law. Journal of Lifestyle and SDGs Review, 5(2), e04625–e04625. https://doi.org/10.47172/2965-730X.SDGsReview.v5.n02.pe04625
Hidayah, N. P., & Anggraeny, I. (2023). Fulfillment of workers’ rights in remote working: The perspective of labor development principle in Indonesia. Legality: Jurnal Ilmiah Hukum, 31(1), Article 1. https://doi.org/10.22219/ljih.v31i1.25338
Hidayat, A., & Kassim, S. (2024). Understanding Islamic digital banking services in Indonesia. In Reference Module in Social Sciences. Elsevier. https://doi.org/10.1016/B978-0-443-13701-3.00545-4
Hipni, M. (2019). The study of maqashidi sharia toward Maduresse traditional inheritance by using system approach. AL-IHKAM: Jurnal Hukum & Pranata Sosial, 14(1), Article 1. https://doi.org/10.19105/al-lhkam.v14i1.2159
Ichsan, M., Fitriyanti, F., Setiorini, K. R., & Al-Qudah, A. M. (2024). Digitalization of Islamic banking in Indonesia: Justification and compliance to sharia principles. Jurnal Media Hukum, 31(2), Article 2. https://doi.org/10.18196/jmh
.31272
Indriyani, D., & Fauzan, M. (2024). Mapping the jurisprudence of Islamic inheritance in a digital era: Challenges and solutions. Journal of Islamic Law Studies, 8(1), Article 1.
Jannah, A., Mustofa, I., & Riyanto, A. (2024). The role of Islamic social finance in empowering digital waqf. Journal of Islamic Finance, 13(1), Article 1.
Kasmir. (2019). Bank dan lembaga keuangan lainnya (9th ed.). Rajawali Pers.
Kumala, M., & Asutay, M. (2023). Evaluating Islamic digital finance innovations through a maqasid shariah lens. Journal of Islamic Economics, Banking and Finance, 19(2), Article 2.
Laily, N., & Fajri, A. R. (2025). Digital waqf management in Indonesia: Governance challenges and opportunities. Al-Mashlahah Journal of Islamic Social Finance, 6(1), Article 1.
Lalu, A., & Khamid, K. (2024). The effect of Islamic ethics on the digital transformation of Islamic microfinance institutions. International Journal of Islamic Economics and Finance Studies, 9(2), Article 2.
Lembaga Pengelola Dana Pendidikan (LPDP). (2025). LPDP annual report 2024. https://lpdp.kemenkeu.go.id/
Maftuh, M., & Adhim, M. (2024). The impact of social media marketing on Islamic banking product adoption in Indonesia. Jurnal Ekonomi dan Bisnis Islam, 9(1), 45–60.
Mansur, A., & Shihab, M. (2024). Sharia governance and digital transformation: Case study of Indonesian Islamic banks. International Journal of Islamic Finance, 16(1), 33–47.
Mohammad, R. (2023). The integration of blockchain technology in Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 16(3), 567–579.
Nurhidayati, S. (2025). Challenges and prospects of Islamic banking in Indonesia amidst digital transformation. Journal of Islamic Finance and Banking, 7(1), Article 1.
Otoritas Jasa Keuangan (OJK). (2024). Laporan perkembangan perbankan syariah di Indonesia 2023. https://www.ojk.go.id/
Putri, A. (2023). Digital banking adoption in Indonesia: Factors influencing consumer preferences. Journal of Indonesian Economic Studies, 15(2), 120–135.
Rahman, F., & Al-Khuli, M. (2024). Islamic financial literacy and digital banking usage in Southeast Asia. Asian Journal of Islamic Economics and Finance, 5(1), Article 1.
Rahman, S. (2023). Maqasid al-Shariah and its role in Islamic banking governance. Journal of Islamic Studies, 34(2), 89–104.
Rahman, S., & Ahmad, T. (2024). Compliance of Islamic banks with shariah principles: A systematic review. Journal of Islamic Finance and Ethics, 12(1), Article 1.
Rahman, W., Syaiful, S., & Taufiq, M. (2024). The role of Islamic banking in Indonesia’s digital economy. Journal of Digital Finance, 8(2), 75–89.
Ramadhani, A., & Fadhilah, N. (2024). Implementation of digital waqf in Indonesia: A legal and practical analysis. Journal of Islamic Social Finance, 5(1), Article 1.
Ramli, I., & Hidayat, R. (2024). Digital transformation in Indonesian Islamic banks: Opportunities and challenges. Journal of Islamic Banking and Finance, 41(1), 23–39.
Rizki, M., & Ahmad, N. (2024). Analyzing the role of fintech in promoting Islamic financial inclusion. Islamic Finance Review, 7(1), Article 1.
Sari, D., & Putra, T. (2025). Enhancing customer experience in digital Islamic banking. International Journal of Islamic Marketing, 6(1), Article 1.
Setiawan, B., & Wibowo, T. (2024). The influence of digital marketing on Islamic banking customer loyalty in Indonesia. Journal of Islamic Business and Management, 8(2), 102–118.
Sugiono, D., & Afandi, F. (2024). The transformation of Islamic banking in the era of digital economy. Journal of Islamic Financial Studies, 11(1), Article 1.
Syarif, M., & Haris, S. (2024). The role of shariah supervisory boards in digital Islamic banks. Journal of Islamic Governance, 3(1), 45–59.
Tanjung, R., & Putra, A. (2024). Digital innovation in Islamic microfinance institutions: Case studies from Indonesia. Journal of Islamic Microfinance, 2(1), Article 1.
Utama, W. R. (2025). Digitalization and the future of Islamic banking in Indonesia: A critical analysis. Journal of Islamic Finance, 14(1), Article 1.
Wahyudi, S., & Hartono, R. (2024). Governance and compliance in Indonesian Islamic banks. Asian Journal of Islamic Economics, 5(2), 200–214.
Yusuf, M., & Huda, M. (2024). The role of Islamic ethics in shaping digital financial services. International Journal of Islamic Ethics, 3(1), Article 1.
Zahra, F., & Nasir, M. (2024). Blockchain technology and its applications in Islamic banking. Journal of Digital Islamic Finance, 1(1), Article 1.