PERANCANGAN MEKANISME PENILAIAN KINERJA PARTNER BERDASARKAN CRITICAL SUCCESS FACTOR (CSF) DAN FUZZY MULTI-CRITERIA DECISION MAKING (FMCDM) PADA KARTU KREDIT BANK DIGITAL X

• Main Author: Amanda, Amelia
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/85965
• Institution: Institut Teknologi Bandung

Bank Digital X, a revolutionary breakthrough in the banking industry launched in 2016 by PT Bank XYZ Tbk., offers easier, smarter, and safer banking services through various digital features. One of these features is the Bank Digital X credit card, which facilitates cashless transactions. With a credit card, customers can make purchases with a deferred payment system up to a certain credit limit. However, Bank Digital X is facing a decline in active user growth and outstanding balances. This decline is attributed to less attractive credit card promotions. The problem is due to the lack of partner assessment indicators that provide information related to partner performance. This study aims to identify strategic challenges, strategic objectives, prioritize Critical Success Factors (CSFs), performance evaluation indicators, and develop procedures to monitor and evaluate partner performance. The method used in this research combines Fuzzy Quality Function Deployment (FQFD) with the relative preference degree in the Fuzzy Multi-Criteria Decision Making (FMCDM) model to test CSFs against strategic objectives. The strategic objectives are derived from strategic challenges based on problems and compliance with financial regulations by Otoritas Jasa Keuangan (POJK) and Bank Indonesia (PBI). The tested CSFs will be translated into assessment indicators and Standard Operating Procedures (SOP) to ensure consistency, quality, and efficiency in partner performance evaluation by providing clear guidance for the company. The research results identified 11 strategic challenges, which resulted in 5 strategic objective, eight prioritized CSFs, 16 evaluation indicators, and SOPs were designed to monitor and evaluate the performance of credit card partners at Bank Digital X. The proposed solution is expected to provide objective insights and assist executives in making strategic decisions.