Published: 2025-01-30
Digital Transformation in Banking Management: Optimizing Operational Efficiency and Enhancing Customer Experience
DOI: 10.35870/ijmsit.v5i1.3646
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Abstract
Digital transformation in the banking sector has become a fundamental phenomenon, fundamentally changing how banks operate and interact with customers. The adoption of digital technologies across various operational aspects of banks, from internal processes to customer services, has the potential to improve efficiency and deliver a better customer experience. The primary objective of this study is to analyze the impact of digital transformation on operational efficiency and the enhancement of service quality in the banking sector. This research also focuses on identifying the challenges and opportunities banks face during digitization. In their pursuit of greater efficiency, banks are integrating various technologies such as process automation, big data, artificial intelligence (AI), and cloud-based systems to replace previously used manual methods. This reduces operational costs and improves speed, accuracy, and consistency in service delivery. However, implementing these technologies requires adequate infrastructure readiness, skilled human resources, and a shift in organizational culture to support adopting new technologies. This study reveals that banks implementing digital transformation can experience increased productivity and competitiveness. However, challenges related to initial investments, resistance to change, and the management of technological risks remain significant barriers that must be addressed. The research offers valuable insights for banks planning digital transformation and stakeholders developing technology-driven banking policies.
Keywords
Digital Transformation ; Banking Management ; Operational Efficiency ; Customer Experience ; Digital Technologies
Article Information
This article has been peer-reviewed and published in the International Journal of Management Science and Information Technology. The content is available under the terms of the Creative Commons Attribution 4.0 International License.
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Issue: Vol. 5 No. 1 (2025)
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Section: Articles
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Published: %750 %e, %2025
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License: CC BY 4.0
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Copyright: © 2025 Authors
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DOI: 10.35870/ijmsit.v5i1.3646
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Yuli Alam
Management, ITB Bina Sriwijaya, Palembang City, South Sumatra Province, Indonesia.
Siti Nur Azizah
Faculty of Economics and Business, Universitas Muhammadiyah Purwokerto, Banyumas Regency, Central Java Province, Indonesia.
Caroline
Faculty of Economics and Social Sciences, Development Economics Study Program, Universitas Sultan Fatah, Demak Regency, Central Java Province, Indonesia.
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