Pemodelan Proses Bisnis Pada Aplikasi Brimo

Martina Safitria, Muhamad Son Muarie

Abstract

The rapid development of information technology in the era of globalization has driven the transformation of banking services, including the implementation of mobile banking. This study aims to analyze and model the business process in the BRImo application at Bank Rakyat Indonesia (Persero) Tbk Sriwijaya Branch Office. Using the Business Process Model and Notation (BPMN) method, this study identifies the challenges faced in the operation of the BRImo application, such as the length of transaction processing time, obstacles in navigation, and login access problems. Observations and interviews were conducted with customers and bank staff to collect data on user experience. The results of the study indicate that the problem of transaction processing time is the most pressing issue affecting customer satisfaction. In addition, obstacles in account registration and login access are also a major concern. This study proposes optimization of transaction processing and improvement of the login system as a solution to improve efficiency and user satisfaction. With the right business process modeling, it is expected that the BRImo application can provide better banking services and meet user needs optimally. This study provides recommendations for improvements that can help Bank BRI in improving the quality of BRImo application services to meet customer expectations.

Keywords

Business Process Modeling, BRImo Application, Mobile Banking, BPMN, Service Quality, Bank Rakyat Indonesia, User Experience.

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References

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DOI: https://doi.org/10.5281/zenodo.13923245

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