Selecting The Best Service Provider for Cash Replenishment & First Level Maintenance Atm Procurement Project at Bank BJB Using Analytical Hierarchy Process (AHP)

PT Bank Pembangunan Daerah Jawa Barat dan Banten, Tbk (Bank BJB), the largest regional development bank in Indonesia, aims to maintain ATM cash services and increase customer satisfaction by selecting the best service provider for its ATM Cash Replenishment (CR) and First Level Maintenance services. The bank manages over 1,000 ATMs, making the correct selection of service providers critical to prevent delays in service, customer dissatisfaction, and reputational risks. This study seeks to evaluate and select the most suitable service provider from six alternatives using the Analytic Hierarchy Process (AHP). The research employs PESTEL analysis and in-depth interviews with Subject Matter Experts (SMEs) to identify the key parameters influencing Cash Replenishment and First Level Maintenance. These parameters were analyzed using AHP's Pairwise Comparison Model to determine the optimal service provider. The findings indicate that Provider B is the best alternative, providing the highest value when compared to other options. Sensitivity analysis further confirms that Provider B is robust and remains the top choice across different scenarios. This study demonstrates the effectiveness of AHP in making informed decisions in service procurement, offering valuable insights into how banks can ensure operational efficiency and customer satisfaction through proper service provider selection.