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Nahdlatul Fikr: International Journal of Islamic Studies, Education, and Humanities chevron_right

Issue: Vol. 1 No. 2 (2025): April
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From Queues to Clicks: A Case Study on ServiceTransformation Using Byond by Bank Syariah Indonesia

Badingatur Rizqiyah, Kurnia Rizqi Chasanah, Joni Setiawan, Muhammad Rizky Muzakky, Mowafg Abrahem Masuwd
Pages: 54-70
Published: 2025-04-30
Section: Articles

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Abstract

Background: Digital transformation has become a strategic priority for Islamic banks to improve service quality while maintaining compliance with Sharīʿah principles. Bank Syariah Indonesia (BSI) introduced the Byond application as an integrated digital banking platform to enhance customer experience and operational efficiency.

Methods: This study employed a qualitative case study at Bank Syariah Indonesia KCP Banjar. Data were collected through semi-structured interviews, observations, document analysis, and institutional publications, then analyzed using thematic analysis.

Results: The findings show that Byond has transformed banking services from a branch-centered model into an integrated digital ecosystem. The platform improves service quality by enhancing reliability, responsiveness, assurance, empathy, and digital user experience while simplifying transactions, increasing accessibility, and improving operational efficiency.

Discussion: The findings indicate that successful digital transformation is driven not only by technological innovation but also by the integration of service quality, customer trust, and Sharīʿah governance, which together strengthen the competitiveness and sustainability of Islamic banking.

Conclusion: Byond has improved Islamic banking services through efficient, customer-oriented, and Sharīʿah-compliant digital solutions, supporting sustainable banking development in Indonesia.

Novelty: This study proposes an integrated perspective demonstrating that digital transformation, service quality, Sharīʿah compliance, and customer trust are mutually reinforcing dimensions that shape the sustainability of Islamic digital banking.

Keywords:

Bank Syariah Indonesia; Byond; Digital Banking; Islamic Banking; Service Transformation

How to Cite

. (2025). From Queues to Clicks: A Case Study on ServiceTransformation Using Byond by Bank Syariah Indonesia. Nahdlatul Fikr: International Journal of Islamic Studies, Education, and Humanities, 1(2), 54-70.

How to Cite

From Queues to Clicks: A Case Study on ServiceTransformation Using Byond by Bank Syariah Indonesia. (2025). Nahdlatul Fikr: International Journal of Islamic Studies, Education, and Humanities, 1(2), 54-70. https://doi.org/10.5281/zenodo.21263943

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