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The strategy of improving service quality through the digitalization of services is a strategy that a company uses to develop digital-based services to answer consumers' increasingly digital needs. Likewise, the banking business continues to innovate to improve the quality of its services. The digitization of banking services is one strategy that can answer problems that occur in terms of improving the quality of banking services. PT. Bank Negara Indonesia Central Jakarta has implementeddoi:10.35877/454ri.qems359 fatcat:mpnmdw3h7jhhxlwze6glen5r4i