ANALISIS EFISIENSI OPERASIONAL LAYANAN M-BANGKING BANK MUAMALAT (STUDI KASUS PADA KCP ZA PAGAR ALAM) OPERATIONAL EFFICIENCY ANALYSIS OF BANK MUAMALAT'S M-BANKING SERVICES (CASE STUDY AT ZA PAGAR ALAM BRANCH)
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Abstract
This study aims to analyze operational efficiency at PT Bank Muamalat KCP ZA Pagar Alam through the implementation of mobile banking services as part of the digital transformation in Islamic banking. The paradigm shift in the modern banking sector requires financial institutions, including Islamic banks, to continuously innovate in delivering services that are efficient, fast, and in accordance with Sharia principles. Mobile banking emerges as a solution to these challenges by providing customers with convenient access to banking transactions without the limitations of time and space. This research adopts a qualitative approach, with data collected through in-depth interviews with management and staff, direct observation of operational activities, and a review of relevant internal documents. The findings reveal that the adoption of mobile banking has a significant positive impact on operational efficiency. Such efficiency is demonstrated through the reduction of manual transaction costs, increased staff productivity due to decreased administrative workloads, and improved service quality experienced by customers. Moreover, mobile banking extends the outreach of Islamic banking services, enhances customer satisfaction, and supports more effective resource management. Several key factors contribute to this efficiency, including the level of digital literacy among customers, the readiness and sophistication of technological infrastructure, strong managerial support, and the alignment of mobile banking systems with Sharia principles as the foundation of the bank’s operations. Based on these findings, this study recommends that the bank should intensify educational and socialization programs on mobile banking usage, particularly for segments of society with low digital literacy. Furthermore, continuous development of mobile banking features is essential not only to improve operational efficiency but also to strengthen the competitiveness of Islamic banks in the rapidly evolving digital banking industry.
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