Effectiveness of Using M-Jasa Services in Responding to Transaction Needs of Kospin JASA Customers in Pekalongan

Abstract

In the era of digitalization, mobile banking services have become crucial in meeting customers' fast and efficient transaction needs. E-banking systems, such as M-Jasa, have become a competitive system based on prediction and technology usage and are one of the service products offered by Kospin JASA. However, in practice, several challenges are often faced when using M-Jasa. This research aims to determine the effectiveness of using M-Jasa services in responding to transaction needs for Kospin Jasa Pekalongan and the challenges of using M-Jasa. This research uses qualitative research with a descriptive qualitative approach. Data collection techniques used are interviews, observations, and documentation, with data analysis techniques using the Miles and Huberman model, consisting of three stages: data reduction, data display, data verification, and conclusion. The results of this research show that using the M-Jasa application provides convenience and time efficiency for Kospin Jasa customers, especially for those unable to directly transact at the office or ATM. Several challenges cause customers to not understand how to access M-Jasa, some also choose not to use the M-Jasa application because the network in their area is still inadequate, and there is still fear of cybercrime.