DIGITAL ISLAMIC NETWORK: BUILDING EXCELLENT SERVICE FOR CUSTOMERS AT BANK MUAMALAT TULUNGAGUNG IN THE DIGITAL ERA

: The development of technology in the current era show growing rapidly. The world is experiencing tremendous progress in technology and innovation. The presence of the Digital Islamic Network (DIN) application as a beneficial digital platform is enthusiastically welcomed by the public. For this reason, this study aims to determine the role of Digital Islamic Network (DIN) applications in improving customer service at Bank Muamalat KCP Tulungagung. This article uses a descriptive-qualitative method with a field research and library research approach. Sources of data used in this study are primary data sources and secondary data sources. The result of the study shows that the Digital Islamic Network (DIN) at Bank Muamalat KCP Tulungagung plays a role in making it easy for customers to receive quality and professional services by realizing the effectiveness and efficiency of banking services to customers. This is proven by the role of Muamalat Digital Islamic Network (DIN) in improving the quality of service, providing easy service to customers, time efficiency, providing security guarantees for customers, and providing service satisfaction.


Introduction
Technological developments in the era of globalization show rapid development.
Existing technological developments have been utilized by humans in various fields of life, one of which is the economic and financial sectors. Certainly, this encourages innovation and competition in the field of payment services at banks. 1 The development of information technology has had a major impact on the world of banking. It can be seen that there have been many changes in the information technology sector, this can be seen in the telecommunications sector, the main factor being the pressure of competition in the banking world. With the increasingly rapid development of technology offset by the widespread use of the internet which shows an increase, this has an impact on encouraging the business world to develop more. 2 The existence of technological developments that create efficiency, makes humans have to compete in a healthy manner. Technological developments are also felt in Indonesia Competition in the banking world is so tight that through service improvement and product differentiation, it is necessary as a placement of service quality above sharia aspects. 4 Advances in technology are increasingly developing, causing disruption in several fields. The positive side is that activities can be done quickly and easily. Banking service 1 Evi Okli Lailani dan Tannia Regina, "Penggunaan Mobile Banking Sebagai Upaya Memperlancar Transaksi facilities are offered as a form of facilitating customers in conducting financial transactions. 5 This technological progress has an impact on the delivery of information quickly and without obstacles, especially in the matter of distance. 6 Particularly in the provision of service facilities, this can be proven by the banking world which continues to innovate in terms of its services to meet customer needs in accordance with the times. These innovations include E-Banking (Electronic Banking), EDC (Electronic Data Capture) machines, ATM (Automatic Teller Machines), e-money, and other similar things. Fintech appears to offer convenience in transactions both for payments, loans to asset management. 7 Therefore, the creation of a system that combines information technology with finance is increasing.
Don't want to miss PT. Bank Muamalat Indonesia, Tbk also launched an application in an effort to improve service quality and customer satisfaction, namely the Muamalat DIN (Digital Islamic Network). With the Muamalat DIN (Digital Islamic Network) customers are facilitated in making payment transactions for electricity, internet, travel tickets, pulses, data packages, cable TV, zakat, and top-up e-money. This application belongs to the payment category and of course, every transaction is directly supervised by Bank Indonesia. Digital transformation of banking services is a step to surviving in the globalization era. The development of digital banking services is optimized to provide services that are faster, easier, and in accordance with customer needs. This digital banking service can be used independently, of course while still prioritizing customer security. 8 One of the general characteristics of development is that it is a continuous and dynamic process. There are four types of development, namely technology development, product development, administrative and human resource development. 9 The development of this technology is a means for a company in improving the services that will be provided to customers. Mobile banking is interpreted as services by banks that provide the possibility for customers to obtain service information quickly, easily, safely, conveniently, and practically.
Mobile banking Muamalat Digital Islamic Network was imcreated with the aim of facilitating customers to transact in real-time. Bank Muamalat continues to improve the quality of its services, especially in terms of information technology so that customer satisfaction is fulfilled and trust is maintained. In the world of banking, customer satisfaction is an evaluation of the differences that customers feel with what they receive. 10 Customer satisfaction with a quality service is the main thing because it can win the competition in the banking sector while maintaining its image company. 11 Bank Muamalat Tulungagung is a bank with good achievements and performance. This is corroborated by the number of mobile banking which is always increasing every year. Bank Muamalat Tulungagung is one of the sub-branch offices of Bank Muamalat Kediri. Bank Muamalat Tulungagung is one of the banks that has attracted quite a lot of interest from the Tulungagung community in conducting financial transactions, especially in terms of financing. This is also evidenced by the large number of customers who still choose Bank Muamalat Tulungagung as a place to store their funds. One of the factors behind the transition of customers to using digital-based bank service facilities is due to the covid 19 pandemic. Where the spread of the covid 19 virus as of May 28 2020 reached 31,024 cases and has spread in 34 provinces in Indonesia. 12 This led to the emergence of a large-scale social restriction policy that restricted activities outside the home. Even so, mobile banking, has proven capable of making smooth banking transactions easier and has many enthusiasts. Improvement of service users mobile banking is supported by the continued increase in customers in 2021, namely 11,021 customers.

Digital Islamic Network (DIN)
Digital is a concept of understanding the development of the times towards technology and science, regarding something that is traditional to be modern. Muamalat DIN application service can be downloaded through the AppStore for iPhone users with a minimum version of iOS 12 and the Google Play Store for Android users with a minimum version of 6.0 (Marshmallow).

Service Quality
Service can be interpreted as a business activity to serve the needs of others. 19 Service is an action given from one person to another, which has no form and does not result in ownership of anything. 20 In banking, communicating with customers either directly or indirectly is included in the range of services offered by banks. 21 Another meaning of service is an activity that is provided in an intangible nature and does not result in the ownership of something and its production may or may not be associated with a physical product. 22  as a consumer assessment of the features and superiority of a product or service in a comprehensive manner. 23 The quality of service is one of the main determinants company in the field of services to a company's sales success. The quality of a business is often identified as good and not with the quality of a company's services. The better and more satisfying the service level of a company, the higher the quality of the company, and vice versa. One way that will support the success of a business in the service sector is by offering high quality services. 24 Service quality can be seen by comparing consumer perceptions of the services they receive with the services they expect.
A service process will be said to be of high quality if the service process uses five service quality indicators in evaluating service to its customers, namely as follows: 25 a. Tangible is a condition where the company is able to show its existence to outsiders.

Digital Islamic Network (DIN) Usage Factors
The background usage mobile banking is the desire to get banking facilities that can provide benefits and convenience for its users. This is in accordance with the theory of Davis with a theoretical model Technology Acceptance Model (TAM) where user perceptions will determine attitudes toward the use of information technology which are influenced by expediency (usefulness) and ease of use (easy of use and directed manner so that it makes it easy for customers to learn.

Figure 1 Illustration of an account opening display on the application (Authors, 2023) 2. Easy to use
Mobile banking was created to provide convenience to its customers in transactions.
Mobile banking is said to be easy in the process of use if the customer can use the application to make a transaction. 31

Clear and understandable
A banking service must be clear and understandable. Here it is meant that as application users, customers must get clarity from a transaction process that they carry out. This is in accordance with what was expressed by Nur Lailatul Rohma regarding the use of Muamalat Digital Islamic Network in every transaction the customer gets a notification for the clarity of a successful transaction or not. Where it is very important to give confidence in the use of the application to each customer.

Roles Of Digital Islamic Network (DIN)
Service quality can be interpreted as a way for consumers to feel satisfied and happy with the convenience provided by the company so that customers can fulfill their needs as a customer assessment of the features and superiority of a product or service as a whole. Islam teaches us to provide the best in the form of goods or services by providing quality. This is in accordance with the word of Allah SWT in QS Al-Baqarah: 267. Based on this interpretation, it is explained that in providing a service one should not be picky and must provide the best, those who are happy to use it and are happy to give it. This is either in the form of goods or services by providing something of quality.
Improving the quality of service carried out by Bank Muamalat is one of their commitments to providing the best service to customers. Network as an implementation bank in the era of banking digitalization.

Figure 4
Illustration improving the quality of service to customers. As revealed by Nur Lailatul Rohma where the application is to streamline customer work and to respond to complaints experienced when customers make transactions online namely the availability of the SalaMuamalat assistance service which is used to respond quickly to complaints or problems experienced by customers.
So that in the operation of mobile banking, customers no longer need to worry if they experience problems in transactions or using applications.
4. Giving assurance of the safety of using the application Banking financial applications must be able to guarantee the security and confidentiality of customer data. This is done so that customers feel safe and confident to save their money in the bank concerned. The is sense of security provided by Bank Muamalat in terms of using the application seen from the increase in the version of the application update which is accompanied by a security feature biometric login and auto read OTP. Supported by a statement from Refina Azahra regarding Muamalat Digital Islamic Network guarantee the confidentiality of personal data and maintain customer privacy by providing a balanced display that can be hidden, usage password when opening applications and security features using fingerprints.

Increases empathy to Muamalat application users
There is empathy for Bank Muamalat with the Muamalat Digital Islamic Network evidenced by the existence of a way to withdraw cash through an application that can be done at shopping outlets such as Indomart. Other evidence is also from the results of observations of researchers which state that Bank Muamalat Tulungagung serves customers through branch offices, payment points, and customer visits. In an interview by Mr. Joko Saputra as Branch Manager from Bank Muamalat Tulungagung also explained that if there were customers who wanted to register for mobile banking this can be done at a branch office or when a bank employee visits a customer so that later they can be assisted in the registration process.

Conclusion
Based on the results of the research it can be concluded that the factor of use of Digital Islamic Network at Bank Muamalat Tulungagung was motivated by the desire to obtain banking facilities that could provide benefits and convenience to its users. The Muamalat Digital Islamic Network is easy to operate, more effective and time efficient as well as Muslim friendly for customers. While the role of Digital Islamic Network (DIN) at Bank Muamalat Tulungagung, namely to provide convenience for customers in receiving quality and professional services. By realizing the effectiveness and efficiency of banking services to customers who use Muamalat Digital Islamic Network (DIN). This is evidenced by Muamalat Digital Islamic Network (DIN) plays a role in improving the quality of service towards providing easy service to customers, time efficiency, providing security guarantees for customers, and providing service satisfaction to customers.
Based on the description of this conclusion for further researchers should use other methods so as to provide different research results. Further research can be carried out by adding customer satisfaction data from other types of banking as a service comparison. Future research can also continue this research in other cities with more specific samples such as students, employees, and entrepreneurs.