Perlindungan Konsumen Bagi Nasabah Bank Syariah Indonesia Dalam Penanganan Pengaduan Gangguan Sistem Aplikasi Byond by BSI (Studi di BSI KC Pekalongan Pemuda).

Amalia Amin, Isnabila (2026) Perlindungan Konsumen Bagi Nasabah Bank Syariah Indonesia Dalam Penanganan Pengaduan Gangguan Sistem Aplikasi Byond by BSI (Studi di BSI KC Pekalongan Pemuda). Undergraduate Thesis thesis, UIN K.H. Abdurrahman Wahid Pekalongan.

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Abstract

ABSTRAK Isnabila Amalia Amin, NIM. 10222147 (2026). PERLINDUNGAN KONSUMEN BAGI NASABAH BANK SYARIAH INDONESIA DALAM PENANGANAN PENGADUAN GANGGUAN SISTEM APLIKASI BYOND by BSI (Studi di BSI KC Pekalongan Pemuda). Pembimbing: M.Zulvi Romzul Huda Fuadi, M.H. Perkembangan perbankan digital mendorong Bank Syariah Indonesia (BSI) meluncurkan aplikasi BYOND by BSI sebagai pengganti BSI Mobile. Namun, sejak 2025 hingga 2026 aplikasi ini beberapa kali mengalami gangguan sistem, sementara respons bank terhadap pengaduan nasabah cenderung berupa anjuran menunggu atau mencoba kembali tanpa penjelasan yang jelas. Kondisi tersebut menunjukkan adanya kesenjangan antara norma perlindungan konsumen (das sollen) dan praktik di lapangan (das sein). Penelitian ini bertujuan menganalisis bentuk perlindungan konsumen terhadap nasabah dalam penanganan pengaduan atas gangguan sistem aplikasi BYOND by BSI serta akibat hukum yang timbul bagi BSI. Penelitian ini menggunakan jenis penelitian yuridis empiris dengan pendekatan kualitatif, yang dilengkapi pendekatan perundang-undangan, sosiologis, dan konseptual. Data primer diperoleh melalui wawancara dan observasi di BSI Kantor Cabang Pekalongan Pemuda, sedangkan data sekunder diperoleh melalui studi kepustakaan. Data dianalisis melalui reduksi data, penyajian data, dan penarikan kesimpulan dengan menggunakan teori efektivitas hukum Soerjono Soekanto. Hasil penelitian menunjukkan bahwa, pertama, BSI telah menyediakan perlindungan bagi nasabah melalui berbagai saluran pengaduan serta prosedur pencatatan, verifikasi, dan pemeriksaan. Namun, pelaksanaannya belum optimal karena nasabah masih sering diminta menunggu dan harus mengadu berulang kali untuk gangguan yang sama. Berdasarkan lima faktor efektivitas hukum, faktor hukum telah memberikan dasar yang cukup, tetapi faktor penegak hukum, sarana dan fasilitas, masyarakat, dan kebudayaan masih menunjukkan kendala, sehingga perlindungan konsumen tersedia secara formal tetapi belum sepenuhnya efektif.Kedua, akibat hukum bagi BSI bergantung pada penyebab gangguan. Apabila gangguan terbukti berasal dari kesalahan atau kelalaian bank dan merugikan nasabah, BSI berkewajiban memberikan penyelesaian dan pemulihan sesuai ketentuan perlindungan konsumen dan sektor jasa keuangan. Meskipun berpotensi dikenai sanksi administratif, penelitian ini tidak menemukan sanksi yang dijatuhkan kepada BSI, sehingga akibat hukum tersebut bersifat bersyarat karena bergantung pada kesalahan yang terjadi. Kata Kunci: Efektivitas Hukum, Perlindungan Konsumen, BYOND by BSI, Penanganan Pengaduan, Bank Syariah Indonesia ABSTRACT Isnabila Amalia Amin, NIM 10222147 (2026). CONSUMER PROTECTION FOR CUSTOMERS OF BANK SYARIAH INDONESIA IN HANDLING COMPLAINTS ABOUT SYSTEM DISRUPTIONS IN THE BYOND by BSI APPLICATION (A Study at BSI Pekalongan Pemuda Branch Office). Supervisor: M. Zulvi Romzul Huda Fuadi, M.H. The development of digital banking has encouraged Bank Syariah Indonesia (BSI) to launch the BYOND by BSI application as a replacement for BSI Mobile. However, from 2025 to 2026 the application experienced system disruptions several times, while the bank’s responses to customer complaints tended to take the form of advice to wait or to try again without a clear explanation. This condition indicates a gap between consumer protection norms (das sollen) and practice in the field (das sein). This study aims to analyze the forms of consumer protection for customers in handling complaints about system disruptions in the BYOND by BSI application, as well as the legal consequences that arise for BSI. This study uses empirical legal research with a qualitative approach, complemented by statute, sociological, and conceptual approaches. Primary data were obtained through interviews and observation at BSI Pekalongan Pemuda Branch Office, while secondary data were obtained through a literature review. The data were analyzed through data reduction, data display, and conclusion drawing, using Soerjono Soekanto’s theory of legal effectiveness. The results show that, first, BSI has provided protection for customers through various complaint channels as well as recording, verification, and examination procedures. However, its implementation is not yet optimal because customers are still often asked to wait and must file complaints repeatedly for the same disruption. Based on the five factors of legal effectiveness, the legal factor has provided a sufficient basis, but the factors of law enforcers, facilities and infrastructure, society, and culture still show obstacles, so that consumer protection is formally available but not yet fully effective. Second, the legal consequences for BSI depend on the cause of the disruption. If the disruption is proven to originate from the bank’s error or negligence and to harm customers, BSI is obliged to provide settlement and remedy in accordance with consumer protection and financial services sector provisions. Although BSI could potentially be subject to administrative sanctions, this study did not find any sanctions imposed on BSI, so these legal consequences are conditional because they depend on the fault that occurred. Keywords: Legal Effectiveness, Consumer Protection, BYOND by BSI, Complaint Handling, Bank Syariah Indonesia

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