BSI: Service Quality Now the Deciding Factor in Banking Competition

PT Bank Syariah Indonesia (Persero) Tbk (BSI) has stated that competition in the banking industry is no longer solely reliant on products, but also on the quality of service provided to customers. This strategy has contributed to the growth of BSI’s customer base, which reached 24 million as of March 2026. BSI SEVP Operations Ana Nurul Khayati said the public increasingly considers ease and comfort when using banking services. Therefore, service quality has become a determining factor in customer choice. “Competition is no longer just about products, but about customer experience,” Ana said in a statement on Tuesday (14/7/2026). According to Ana, Indonesia has approximately 231 million Muslim citizens, yet the market share of Islamic banking is still in the range of 8 to 9 percent. This condition indicates that the growth opportunities for the Islamic banking industry remain wide open. BSI recorded 24 million customers as of March 2026. This growth was supported by improved services to various segments of society, both through branch offices and digital channels. In addition to strengthening digital services, BSI is also improving service access for people with disabilities. All BSI branch offices are now equipped with facilities such as ramps, special toilets for the disabled, special parking areas, wheelchairs, disabled-friendly waiting areas, and directional signs for people with disabilities.