Bank DKI Wins Award at the 2024 Indonesia Banking Service Excellence Event

Jakarta – Bank DKI has again won an award from an independent institution, this time as The 3rd Best Overall BPD in Excellent Service at the 21st Banking Service Excellence 2024 event, which was organized by the Infobank media group in Jakarta on Tuesday (02/07). No less prestigious, Bank DKI also won awards in a number of 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.

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 considered to have the best performance in providing services to customers through the various service channels they have.

Director of Technology & Operations and Acting Director (Plt.) of Bank DKI, Amirul Wicaksono, when receiving the award, expressed his gratitude for the achievements received and interpreted it as valuable appreciation for Bank DKI's efforts to continue to improve the quality of service to customers.

"The awards achieved by Bank DKI in several excellent service categories also reflect Bank DKI's commitment to consistently strive to 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," said Amirul.

Bank DKI has taken various digital innovation steps to improve services to customers, with one of the main initiatives being the JakOne mobile application which offers various features, starting from opening savings and deposit accounts online, transferring funds, paying various bills, zakat and donating, to integrating with e-wallets for payments via QRIS. Apart from that, JakOne Mobile is equipped with biometric technology for transaction security. Bank DKI also has a more responsive customer service method via live chat.

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, and second, through measuring customer experience with mystery shopping.

Bank DKI Corporate Secretary, Arie Rinaldi, added that the various awards that have been achieved have further motivated Bank DKI to continue to innovate and provide the best service.

"Bank DKI is also strengthening collaboration with various parties, to provide innovative and relevant financial solutions for customers. In the current digital era, the ability to adapt and innovate is the key to maintaining competitive advantage, for this reason Bank DKI continues to be committed to improving service quality and becoming a trusted partner and providing the best service for customers," concluded Arie.