ANALISIS INFRASTRUKTUR TI DAN PENGARUHNYA TERHADAP KEPUASAN NASABAH BNI DALAM ERA DIGITAL

Abstract

The rapid growth of information technology (IT) has transformed the banking sector, particularly in how services are provided to customers. Bank Negara Indonesia (BNI), as a major state-owned bank, faces increasing demands to deliver digital services that are fast, secure, and well-integrated. This study examines the impact of BNI’s IT infrastructure on customer satisfaction, using a literature review approach based on secondary data from journals, annual reports, and reputable articles. The analysis reveals that a reliable and well-managed IT system significantly improves customer experiences. Important aspects such as transaction security, the speed and stability of platforms like BNI Mobile Banking, and seamless service across channels (omnichannel) are key drivers of satisfaction. In addition, BNI’s investments in employee training and technological innovations, such as cloud computing and fintech collaborations, help maintain high service standards. Strengthening IT infrastructure not only enhances operational efficiency but also fosters customer loyalty amid fierce competition in the digital finance industry. Therefore, continuous evaluation and development of IT capabilities are crucial for BNI to adapt to changing customer expectations and to remain competitive in the evolving digital landscape.