Analysis Of Digital Product For Multipurpose Financing through the Mobile Banking System as a Digital Transformation Effort in Bank X

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.