The Improvement of Online Transaction Return Process, by using Business Process Reengineering Approach: Case Study of a Stateowned Bank

Abstract

Digital disruption has encouraged banks to consider digital technology as part of their
strategies. The main component of these strategies is online banking services. With online
banking, customers can easily conduct transactions anywhere, anytime, in an easy way.
However, there are still many complaints against banks response time, especially stateowned banks, who regret its transaction return process. To speed up the transaction
return process, Business Process Reengineering (BPR) approach are proposed. The case
study in this research shows that Business Process Reengineering (BPR) has the potential
to increase the efficiency of the transaction return process by 71.67%.