No abstract

Providing quality services is one of the bank's efforts to improve services. Customer satisfaction is achieved when the bank provides high-quality services in accordance with what customers expect. The purpose of this study is to find out BSI Mobile services in an effort to improve service quality in the BSI Surabaya City area. The method used in writing this thesis is a qualitative descriptive method by collecting data through the author's observation. The results of this study show that BSI Mobile is a super application owned by BSI because it not only has transaction features but also provides sharia features that can make it easier for customers to transact. With BSI Mobile, customers can transact independently through BSI Mobile without having to come to a bank branch or ATM. In addition, the existence of BSI Mobile reduces customer queues in the banking hall, increases the number of transactions through BSI e-channels and makes the quality of service effective and efficient. Keywords: BSI Mobile, Digital Services, Banking

This study aims to find out and describe the application of omnichannel for IndiHome customer caring programs carried out by the customer care unit from a digital public relations perspective, because to build long-term relationships to maintain customer loyalty is Customer Relations which is one of the Public Relations activities. The research uses a qualitative approach with a constructivism paradigm to find meaning in an event or activity through interviews and observation, and the case study method. Based on the results of this study, the implementation of omnichannel by customer care through various digital media, namely telephone, email, Whatsapp, dashboard Omnichannel Communication Assistant, and Online Integrated Notification focuses on building customer engagement and increasing customer loyalty, and refers to the goals set based on the company's customer journey which are integrated. The problems experienced during the customer caring program in the form of telephone rejection, messages not being answered, and invalid customer data. So that the evaluation is carried out by the customer care unit through reports, Net Promoter Score results, and the results of successful complaint handling.