ANALYSIS OF FIXED ASSET MANAGEMENT INFORMATION SYSTEM SERVICES AT THE CENTRAL ASIA BANK MAIN BRANCH IN BUMI SERPONG DAMAI USING THE SERVICE QUALITY METHOD

In this increasingly advanced digital age, fixed asset management remains a crucial aspect of modern banking operations, including at Bank Central Asia Main Branch Office in Bumi Serpong Damai. This study aims to analyze the quality of fixed asset management information system services using the Service Quality approach, which consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The method used in this study is descriptive quantitative through the distribution of questionnaires to 27 internal respondents, as well as interviews to deepen understanding of system performance. The results of the study show that the assurance dimension obtained the highest score (89.77%) and reliability (85.18%) with the category “very good.” The dimensions of tangibles (82.36%), empathy (82.51%), and responsiveness (74.57%) were categorized as “good,” with the note that improvements are needed in system responsiveness, navigation, and internal socialization. These findings confirm that the information system has functioned effectively but still leaves room for improvement, particularly in service speed and user experience. This study provides practical contributions to the development of a more efficient fixed asset information system and encourages banks to continue innovating in the digitalization of asset management.