Abstract
Providing quality services is one of the bank's efforts to improve services. Customer satisfaction is achieved when the bank provides high-quality services in accordance with what customers expect. The purpose of this study is to find out BSI Mobile services in an effort to improve service quality in the BSI Surabaya City area. The method used in writing this thesis is a qualitative descriptive method by collecting data through the author's observation. The results of this study show that BSI Mobile is a super application owned by BSI because it not only has transaction features but also provides sharia features that can make it easier for customers to transact. With BSI Mobile, customers can transact independently through BSI Mobile without having to come to a bank branch or ATM. In addition, the existence of BSI Mobile reduces customer queues in the banking hall, increases the number of transactions through BSI e-channels and makes the quality of service effective and efficient.
 Keywords: BSI Mobile, Digital Services, Banking
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