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All Journal Al-Kharaj: Journal of Islamic Economic and Business
Saskia, Dhea Ananda
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Economics, Econometrics & Finance

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Analysis Of The Impact Of Digital Era Developments On The Needs For Frontliners In Indonesian Sharia Banks Branch Office of Padang Bulan Saskia, Dhea Ananda; Fauzi Arif Lubis; Tri Inda Fadhila Rahma
Al-Kharaj: Journal of Islamic Economic and Business Vol. 7 No. 4 (2025): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v7i4.8081

Abstract

This study aims to analyze the impact of digital banking transformation on the demand for frontliners at Bank Syariah Indonesia (BSI) KCP Padang Bulan using a mixed methods approach. Quantitatively, data were collected through questionnaires from 112 respondents and analyzed using descriptive statistics, Pearson correlation, and simple linear regression in SPSS 20.0. Qualitatively, a Systematic Literature Review (SLR) was conducted on relevant studies from 2018–2024 to identify trends and patterns in the shift of frontliner roles. The results show that digital banking significantly affects the demand for frontliners, with a coefficient of determination (R²) of 23.4% and a positive regression coefficient (B = 0.218). While digitalization reduces routine transactional tasks typically handled by frontliners, it simultaneously redefine their roles into more strategic, consultative, and digital-support functions. The findings indicate that frontliners are still needed, but with new competencies, especially in digital literacy and customer engagement. This implies that Islamic banking institutions must reorient their human resource strategies to sustain relevance in the digital era
Co-Authors Arifin Fauzi Lubis Tri Inda Fadhila Rahma