PENGEMBANGAN DAN SURVEY KEPUASAN COSTUMER PADA SISTEM INFORMASI PELAYANAN PRODUK PERBANKAN BERBASIS CHATBOT PADA PLATFORM WHATSAPP

Abstract

The rapid development of technology, particularly in the banking industry, has prompted society to shift towards understanding and utilizing digital financial transactions. The banking industry must adjust its services to meet customer needs, with a primary focus on digital innovation. Unlike the digitalization process in People's Credit Banks (BPR), where the implementation of digitalization is still minimal, causing limitations in the information received by customers. This research aims to develop a banking product information service system based on WhatsApp ChatBot, specifically designed to enhance customer service and analyze the effectiveness of implementing the banking product information service system. This study utilizes a combined quantitative and qualitative methodology (Mixed Method), with data collection techniques for system development through interviews and literature reviews. To analyze effectiveness, the PIECES Framework analysis model will be used. The sample size for this research consists of 100 respondents. Based on the questionnaire distributed to users of the Banking Product Information Service System (SIPP) using the Likert scale to assess the level of effectiveness of SIPP users, the obtained scores are 4.32 in the Performance domain, 4.19 in the Information domain, 4.31 in the Economics domain, 4.26 in the Control & Security domain, 4.23 in the Efficiency domain, and 4.27 in the Security domain. Consequently, it can be concluded that the average user satisfaction level with the SIPP System falls into the category of VERY EFFECTIVE.