Complaint Handling Management System (CHMS) Application in Increasing Customer Satisfaction at PT Bank Syariah Indonesia TBK
DOI:
https://doi.org/10.38035/dijemss.v7i3.6069Keywords:
CHMS, Customer Satisfaction, PT Bank Syariah Indonesia, Customer Complaint, BottleneckAbstract
This study is motivated by the increase in customer complaints at BSI from 2021 to 2023, despite a reduction in SLA for complaint resolution. The purpose of this study is to analyze the implementation of the Complaint Handling Management System (CHMS) in handling customer complaints at PT Bank Syariah Indonesia Tbk (BSI) and to identify potential bottlenecks as well as customer satisfaction with the complaints process. This research uses a qualitative method with a descriptive approach. The subjects of this study include BSI employees managing the CHMS and customers who use the complaint service. The results show that the CHMS application successfully reduced the SLA for complaints, from 8.45% to 0.71%, indicating improved speed and efficiency of handling complaints. However, bottlenecks were still identified. Overall, customer satisfaction with the CHMS application is high, with 82.79% of customers expressing satisfaction with the service. The implications of this study suggest the importance of continually enhancing employee training and optimizing the automation features within CHMS to reduce bottlenecks and further improve customer satisfaction.
References
Adhari, I. Z. (2021). Kepuasan Pelanggan & Pencapaian Brand Trust. Pasuruan: CV. Penerbit Qiara Media.
Aripin, N. T., Fatwa, N., & Hannase, M. (2022). Layanan Digital Bank Syariah Sebagai Faktor Pendorong Indeks Literasi Dan Inklusi Keuangan Syariah. Syarikat: Jurnal Rumpun Ekonomi Syariah, 5(1), 29-45. https://journal.uir.ac.id/index.php/syarikat/article/download/9362/4326
Ati, A., Shabri, M., Azis, N., & Hamid, A. (2020). Mediating the Effects of Customer Satisfaction and Bank Reputation on the Relationship Between Services Quality and Loyalty of Islamic Banking Customers. Malaysian Journal of Consumer and Family Economics, 25(1), 28-61. https://majcafe.com/wp-content/uploads/2022/11/Volume-25-2020-Paper-2.pdf
Ateke, B., & Horsfall, H. (2017). Perceived Satisfaction with Organizational Response to Complaints and Repeat Purchase Intention. International Journal of Economics and Business Management, 3(6), 11–24. https://www.iiardjournals.org/get/IJEBM/VOL.%203%20NO.%206%202017/Perceived%20Satisfaction.pdf
Badan Pusat Statistik. (2024). Agama di Indonesia. Oktober 10, 2024.
Coulter, Robbins. (2017). Manajemen Jilid 2 Edisi 13. Jakarta: Erlangga.
Davidow, M. (2003). Organizational Responses to Customer Complaints: What Works and What Doesn’t. Journal of Service Research, 5(3), 225-250. https://journals.sagepub.com/doi/abs/10.1177/1094670502238917
Djajanegara, A. R. (2019). Teknik Analisis Data (Analisis Kualitatif Pada Hasil Kuesioner). Medikom Jurnal Ilmu Pendidikan dan Dakwah, 1(1), 55-65. https://www.journal.staislantaboer.ac.id/index.php/medikom/article/viewFile/4/4
Einwiller, S. A., & Steilen, S. (2015). Handling Complaints on Social Network Sites - An Analysis of Complaints and Complaint Responses on Facebook and Twitter Pages of Large US Companies. Public Relations Review, 41(2), 195-204. https://www.sciencedirect.com/science/article/pii/S0363811114001842
Faed, A., & Forbes, D. (2010). Impact of Customer Management System in Improving Customer Retention: Optimization of Negative Customer Feedback. World Academy of Science, Engineering and Technology, 72(1), 171-175. https://zenodo.org/record/1077839/files/11734.pdf
Haryanto, Rudy. (2021). Manajemen Pemasaran Bank Syariah (Teori dan Praktik). Pamekasan: Duta Media Publishing.
Haque, M. G., Iskandar, A. S., Erlangga, H., & Sunarsi, D. (2022). Strategi Pemasaran Konsep, Teori dan Implementasi. Tangerang Selatan: Pascal Books.
Hermawati, A. (2023). Pengaruh Penanganan Keluhan, Komunikasi Pemasaran dan Kepercayaan terhadap Loyalitas (Literature Review Manajemen Pemasaran). Jurnal Manajemen Dan Pemasaran Digital, 1(1), 14-28. https://siberpublisher.org/JMPD/article/download/18/18
Kotler, & Keller. (2021). Intisari Manajemen Pemasaran. Yogyakarta: Andi Publisher.
Kurniyawati, E., & Ratno, A. F. (2020). Pengaruh Kualitas Layanan dan Penanganan Keluhan terhadap Loyalitas Nasabah dengan Kepuasan sebagai Variabel Intervening (Studi Kasus BPRS Suriyah Cabang Salatiga). In Jurnal Baabu Al-ilmi, 5 (2). https://www.researchgate.net/publication/347584956_Pengaruh_Kualitas_Layanan_dan_Penanganan_Keluhan_terhadap_Loyalitas_Nasabah_dengan_Kepuasan_sebagai_Variabel_Intervening_Studi_Kasus_BPRS_Suriyah_Cabang_Salatiga
Laporan Tahunan BSI. (2021). Energi Baru untuk Indonesia.
Laporan Tahunan BSI. (2022). Kolaborasi untuk Akselerasi Pertumbuhan.
Laporan Tahunan BSI. (2023). Ekspansi dan Akselerasi Bisnis untuk Pertumbuhan Berkelanjutan.
Lupiyoadi, Rambat. (2013). Manajemen Pemasaran. Jakarta: Salemba Empat.
Muhith, A. (2017). Sejarah Perbankan Syariah. Attanwir: Jurnal Kajian Keislaman dan Pendidikan, 6(1). https://core.ac.uk/download/pdf/268132514.pdf
Otoritas Jasa Keuangan. 2024. Statistik Perbankan Syariah. Oktober 10, 2024
Peraturan Bank Indonesia. (2005). Penyelesaian Pengaduan Nasabah. Nomor 7/7/PBI tahun 2005.
Peraturan Otoritas Jasa Keuangan (POJK) nomor 31/POJK.07/2020 tentang Penyelenggaraan Layanan Konsumen dan Masyarakat di Sektor Jasa Keuangan.
Prihatni, R., Baroto, Y., Simbolon, H. O., Amalia, D., Meirsha, I. D. M. T., Azis, S. A., & Sastraatmadja, A. H. M. (2024). Analisis Literasi Keuangan Dan Inklusi Keuangan Di Indonesia: Strategi untuk Meningkatkan Kesejahteraan Finansial Masyarakat. Bandung: Widina Media Utama.
Quy, V. T. (2014). The Impact of Organizational Responses to Complaints on Post Purchase
Samadi, R. L. (2014). Penerapan Program Manajemen Keluhan untuk Memenangkan Pelanggan pada Industri Perbankan. Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi, 1(2), 179-200. https://repo.unsrat.ac.id/1250/
Schermerhorn, John R. (2013). Management, 12th ed. New Jersey: John Wiley & Sons, Inc.
Sondakh, C. (2015). Kualitas Layanan, Citra Merek dan Pengaruhnya terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan (Studi pada Nasabah Taplus BNI Cabang Manado). Jurnal Riset Bisnis dan Manajemen, 3(1). https://ejournal.unsrat.ac.id/index.php/jrbm/article/view/7525
Sugiarto, Endar. (2008). Psikologi Pelayanan dalam Industri Jasa. Jakarta: PT Gramedia Pustaka Utama.
Sugiyono. (2018). Metode Penelitian Kombinasi (Mixed Metods). Bandung: Alfabeta.
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Susanti, E. (2021). Complaints Handling Satisfaction Mediates between Complaints Handling to Customer Loyalty for The Indonesian Banking Industry. International Journal of Digital Entrepreneurship and Business (IDEB), 2(2), 86-96. https://ejournal.jic.ac.id/ideb/article/view/69
Triyanti, D., Kaban, R. F., & Iqbal, M. (2021). Peran Layanan Mobile Banking dalam Meningkatkan Kepuasan dan Loyalitas Nasabah Bank Syariah. Jurnal Muhammadiyah Manajemen Bisnis, 2(1), 51-62. https://jurnal.umj.ac.id/index.php/JMMB/article/view/8322
Wijayanto, K. (2015). Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah Bank. Jurnal Manajemen Dayasaing, 17(1), 38-45. https://journals.ums.ac.id/dayasaing/article/view/2272
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Mulida Mulida, Rozi A Sabil, Batara Maju Simatupang, Enny Haryanti
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Dinasti International Journal of Education Management and Social Science (DIJEMSS) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Education Management and Social Science (DIJEMSS).
