Rufita Laily Suryanti, Hidayatullah, 2026: DIGITAL TRANSFORMATION AND CUSTOMER GROWTH IN ISLAMIC MICROFINANCE

Suryanti, Rufita Laily (2026) Rufita Laily Suryanti, Hidayatullah, 2026: DIGITAL TRANSFORMATION AND CUSTOMER GROWTH IN ISLAMIC MICROFINANCE. Undergraduate thesis, UIN Kiai Haji Achmad Siddiq Jember.

Text Rufita Laily Suryanti_224105010025.pdf Download (6MB)

Abstract

Rufita Laily Suryanti, Hidayatullah, 2026: DIGITAL TRANSFORMATION AND CUSTOMER GROWTH IN ISLAMIC MICROFINANCE

Digital transformation has become a strategic imperative for Islamic financial institutions to enhance service efficiency, expand outreach, and improve transaction accessibility. BMT UGT Nusantara Umbulsari Branch, as an Islamic microfinance institution, has initiated digital services through the Mobile UGT application. Despite a consistent increase in digital service usage, customer adoption remains suboptimal, indicating a gap between technological availability and actual utilization. This study aims to analyze the digital transformation process, identify the key success factors, and examine its impact on customer growth at BMT UGT Nusantara Umbulsari Branch. This study employs a qualitative approach using a case study design. Data were collected through in-depth interviews, observation, and documentation. The findings reveal that digital transformation has been implemented systematically through several stages, including digital strategy planning, development of technological infrastructure and applications, customer outreach and education, as well as implementation and service optimization. The success of this transformation is supported by key factors such as strong management commitment, adequate technological infrastructure, competent human resources, and effective customer education strategies. Furthermore, digital transformation has contributed positively to customer growth, as reflected in the increasing number of customers, broader user segmentation, higher transaction frequency, and improved fund mobilization and service reach. This study highlights the importance of aligning technological innovation with customer readiness to maximize the effectiveness of digital transformation in Islamic microfinance institutions.

Keywords: digital transformation; customer growth; Islamic microfinance; BMT UGT Nusantara

Item Type:	Thesis (Undergraduate)
Subjects:	14 ECONOMICS > 1499 Other Economics > 149999 Economics not elsewhere classified
Divisions:	Fakultas Ekonomi dan Bisnis Islam > Perbankan Syari'ah
Depositing User:	sis Rufita Laily Suryanti
Date Deposited:	08 Jun 2026 02:16
Last Modified:	08 Jun 2026 02:16
URI:	http://digilib.uinkhas.ac.id/id/eprint/54218

Actions (login required)

View Item