Banks need to provide digital financing services
without place and time restriction to improve effectiveness,
efficiency and create faster, more comfortably and better
continuity of service to customers. Bank X which operates
in Indonesia seeks to improve the performance of online
financing services in order to improve overall financing
performance. This study aims to determine the
effectiveness of the mobile banking model of online
financing service compared to traditional manual models;
to find out the constraint factors experienced after the
launch of online financing products; to find out solutions
to solve online product financing constraints. The research
method which used is descriptive qualitative research. This
study uses primary data and secondary data as well as
improvement methods using the Six Sigma DMAIC
(Define-Measure-Analyze-Improve-Control) method. The
results showed that the number of successful online
partner financing applications disbursed was 11.15% of
the total submissions. The effectiveness of online
multipurpose financing product can acquire new regular
manual financing by 65%. There are 6 factors that give a
high impact on the low disbursement of online
multipurpose financing product including: bad reputation
of collectability, service failed (system constraints), name
data does not match the civil registration data, and
approval limit is below Rp 10.000.000, does not meet risk
acceptance criteria, customer debt burden ratio more than
50%. Solutions to solve problems include expanding
market segments, improving the IDEB system, developing
product feature changes by relaxing the bank's risk
acceptance criteria from DBR to DSR, increasing the
financing period and limit to more than IDR 50,000,000,
developing automation recommendations to other
financing options with a small limit such as a paylater in
mobile banking if the customer gets the minimum
financing limit.
Keywords :
Six Sigma. Digital Banking, Digital Financing, Digital Transformation