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Abstract

Tujuan: Penelitian ini bertujuan untuk menerapkan metode Design Thinking dalam pengembangan layanan Cash Management System (CMS) Bank Sulselbar sebagai upaya meningkatkan kepuasan dan loyalitas nasabah korporasi di tengah dinamika transformasi digital perbankan.


Metode Penelitian: Studi ini menggunakan pendekatan kualitatif terapan dengan tahapan Design Thinking yang meliputi empathize, define, ideate, prototype, dan test. Data diperoleh melalui observasi, wawancara mendalam dengan nasabah korporasi, serta studi benchmarking terhadap praktik terbaik dari kompetitor perbankan.


Hasil dan Pembahasan: Hasil penelitian menunjukkan bahwa nasabah korporasi membutuhkan layanan CMS yang lebih real-time, user-friendly, aman, dan mampu menghadirkan personalisasi, termasuk fitur loyalitas digital berbasis poin. Prototipe yang dikembangkan memuat perbaikan pada dashboard, penambahan informasi produk, serta fitur transaksi yang lebih lengkap. Uji coba awal menghasilkan respons positif terutama dalam aspek kemudahan akses fitur utama, meskipun terdapat catatan mengenai kebutuhan peningkatan infrastruktur teknologi dan kesesuaian regulasi.


Implikasi: Temuan ini mengindikasikan bahwa penerapan Design Thinking efektif dalam merancang inovasi perbankan yang berorientasi pada pengguna, memperkuat daya saing bank daerah, serta meningkatkan retensi nasabah korporasi. Secara praktis, penelitian ini memberikan masukan strategis bagi manajemen perbankan daerah untuk mengembangkan layanan digital adaptif dan responsif, serta menjadi rujukan bagi regulator dalam memperkuat ekosistem digital perbankan nasional.

Keywords

design thinking inovasi digital perbankan cash management system

Article Details

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How to Cite
Andriany R.A, R., Aslim, S. ., Palinggi, P. P. H. ., Asrul, A., & Megawaty, M. (2025). Pendekatan Design Thinking dalam Pengembangan Cash Management System untuk Meningkatkan Loyalitas Nasabah. Advances in Management & Financial Reporting, 3(3), 945–965. https://doi.org/10.60079/amfr.v3i3.626
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