E-Channel strategy of Bank NTB Syariah in improving service productivity during the COVID-19 pandemic
Keywords:
E-Channel, service productivity, COVID-19Abstract
This study aims to analyze the implementation of the E-Channel strategy in Bank NTB Syariah. The primary focus is elaboration, performance, and impact of E-Channel strategy in Bank NTB Syariah in improving service productivity during the COVID-19 pandemic. The basis of primary data is obtained from Bank NTB Syariah's main office, including Directors, General Managers of related divisions, and expert staff. The results showed that the E-Channel strategy implemented by Bank NTB Syariah in improving service productivity during the COVID-19 pandemic was a catalyst for implementing its E-Channel systems, such as adding office networks and building Main Offices, machines, features, booths, and ATM stickers based on the corporate branding. In terms of digital services, Bank NTB Syariah increased Electronic Data Capture (EDC) machines, Laku Pandai services, perfecting m-banking, and partnerships with other digital payments and the Quick Response Code Indonesian Standard (QRIS). The implementation of this E-Channel strategy has a significant impact on the productivity of Bank NTB Syariah services, particularly in terms of efficiency and bank income from fee-based income, strengthening company branding, encouraging sustainable business growth, and providing Bank NTB Syariah with a competitive advantage.
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