DRIVING DIGITAL BANKING COMPETITIVENESS IN INDONESIA: STRATEGIC ROLE OF TECHNOLOGICAL INNOVATION, SERVICE EXCELLENCE, AND CUSTOMER TRUST
DOI:
https://doi.org/10.31000/se5qw836Abstract
Digital transformation has reshaped the competitive landscape of the Indonesian banking industry. Mobile and internet banking, digital payment infrastructures, data analytics, application programming interfaces, and artificial intelligence have expanded the ways banks deliver services and interact with customers. Nevertheless, the expansion of digital channels does not automatically create sustainable competitive advantage. Banks must translate technological investment into reliable service experiences and credible relationships with customers. This study examines how technological innovation, service excellence, and customer trust can jointly strengthen digital banking competitiveness in Indonesia. Using a qualitative documentary research approach, the study analyzes regulatory frameworks, official statistics, institutional publications, bank reports, and relevant peer-reviewed literature. The documents are examined through thematic analysis and source triangulation. The analysis identifies three mutually reinforcing strategic capabilities: technology-enabled innovation, customer-centered digital service excellence, and trust-based relationship management. The study proposes an integrated Digital Banking Competitiveness Framework in which technological innovation creates service value, service excellence converts that value into consistent customer experience, and customer trust supports continued use, loyalty, and reputational strength. The framework contributes to digital banking and strategic management literature by integrating technology, service, and relational perspectives in an emerging-market
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