Digital branch : competitive advantage of banking in Indonesia through information and communication technology to face the 4th industrial era

Abstract

This research look at the influence of information and communication technology on operational services’ changes from conventional to digital on the process of deposits opening with digital branch through business process reengineering (BPR) to achieve competitive advantage. This research uses mixed methods, namely quantitative method through SEM SmartPLS statistical test to measure how the influence of information and communication technology on business process engineering to achieve competitive advantage and qualitative methods with development through the IDEF0 framework model through digital branch. Conventional services, customers served by customer service banks to make deposit opening transactions. The innovation in the operational service of digital deposit opening through digital branch makes it become superior for Indonesian banking to compete with other existing banks and improve services to customers.