Bank DKI won the 3rd Best Overall BPD award in Excellent Service at the 21st Banking Service Excellence 2024 event, organized by Infobank Media Group.

JakOne Mobile is completed with biometric technology for transaction security

The Jakarta BUMD achieved several best service categories, including The 1st Best Call Center, The 1st Best Convenience in Branch Offices, The 1st Best ATM, The 1st Best Live Chat, and The 1st Best Opening Account via Mobile.

Bank DKI Acting President Director, Amirul Wicaksono expressed his gratitude for the achievements received and interpreted it as a valuable appreciation for Bank DKI's efforts to continue to improve the quality of service to customers.

"The awards won in several excellent service categories also reflect Bank DKI's commitment to consistently provide the best service to the community through various innovation steps, including various digital-based product and service developments that focus on easy, fast, and comfortable banking services," he expressed, Wednesday (7/3).

He explained Bank DKI took various digital innovation steps to improve services to customers with one of the main initiatives being the JakOne mobile application which offered some features, starting from opening savings and deposit accounts online, transferring funds, paying bills, zakat and donating, to integrating with e-wallets for payments via QRIS.

"Aside that, JakOne Mobile is completed with biometric technology for transaction security. Bank DKI also has a more responsive customer service method via live chat," he explained.

Bank DKI Secretary, Arie Rinaldi explained the various awards that had been achieved further motivated Bank DKI to continuously innovate and provide the best service.

He added Bank DKI is also strengthening collaboration with various parties to present innovative and relevant financial solutions for customers.

“The ability to adapt and innovate is the key to maintaining competitive advantage in today's digital era. Hence, Bank DKI continues to improve service quality, as well as become a trusted partner and provide the best service for customers," he stated.

The 21st Infobank Banking Service Excellence 2024 assessment process is based on various aspects of bank service, including customer satisfaction, service innovation, and operational performance through the Bank Service Excellence Monitor (BSEM) survey conducted by MRI in two research stages.

First, through a series of online workshops, in-depth interviews, focus group discussions, and online surveys. Then second, through measuring customer experience with mystery shopping.

The award is based on the Bank Service Excellence Monitor (BSEM) survey conducted by Marketing Research Indonesia (MRI) based on data analysis and various methods of assessing the quality of service delivery.

The winning companies are the banks that are deemed to have the best performance in providing services to customers through their various service channels.