The Effectiveness of Byond Digital Banking in Improving Service Quality and Customer Satisfaction at Bank Syariah Indonesia Pamekasan Branch

This study aims to analyze the implementation, effectiveness, and influence of BYOND digital bankingservicesonimprovingservicequalityandcustomersatisfactionatBankSyariah Indonesia Pamekasan Branch. Using a descriptive qualitative approach, data were collected through semi- structured interviews with customers and documentation from various relevant sources. The results showthatBYONDimplementationissupportedbycustomereducationstrategies,digital promotions, and strengthening frontline services, but faces digital literacy challenges for some customers. Service effectiveness is reflected in increased transaction speed andsystemreliability, despite being disrupted by a server downtime incident in 2023. Customer satisfaction generally increases due to ease of access, security, and speed of service, accompanied by a positive impact on corporate image and compliance with sharia principles. This study recommends improving digital literacy, strengthening technological infrastructure, andoptimizingcommunicationduring disruptions to maintain service quality and customer satisfaction.