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All Journal Arthatama: Journal of Business Management and Accounting
Farida Indriani
Universitas Diponegoro, Indonesia
Economics, Econometrics & Finance

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Quality Management Enhances Competitiveness and Market Share of BRI Savings Arief Wibowo; Yulizar Verda Febrianto; Farida Indriani
Arthatama: Journal of Business Management and Accounting Vol. 9 No. 1 (2025)
Publisher : LifeSciFi

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Abstract

In the context of intensifying competition within the Indonesian banking sector in Bank Rakyat Indonesia (BRI) is challenged to sustain its relevance and competitive advantage. This study is investigates the strategic of quality management in enhancing the market position of BRI’s savings products (case study of BRI Jakarta 1 Regional Office). Employing a qualitative research approach through a case study method, data were gathered via in-depth interviews, non-participant observations, document analysis, and focus group discussions with key stakeholders, including regional management, employees, and selected customers of BRI. The study is grounded in the theoretical framework of Total Quality Management (TQM). These improvements collectively reinforce BRI’s competitive positioning in the savings market. Furthermore, enhancements in customer experience and service responsiveness contribute positively to the expansion of market share, despite persistent competitive pressures from leading private banks such as BCA and emerging fintech platforms. The study concludes that quality management serves as a critical strategic enabler for market share growth in the savings segment. Policy recommendations include the acceleration of digital transformation initiatives, upskilling of human resources, and the institutionalization of customer satisfaction monitoring mechanisms as part of a long-term quality strategy.
Digital Transformation Sustainability in Indonesia's Banking Sector: A Systematic Review Tiara Aprilia Kardiman; Rizki Yoga M; Farida Indriani
Arthatama: Journal of Business Management and Accounting Vol. 9 No. 2 (2025)
Publisher : LifeSciFi

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This systematic review explores how digital transformation in the Indonesian banking sector contributes to sustainable growth through innovation, strategic adaptation, and policy alignment. Drawing on nine peer-reviewed articles published between 2020 and 2025, the study synthesizes evidence from databases such as Scopus, Web of Science, and Google Scholar, using Publish or Perish to support data collection. An initial 500 articles were identified, and after rigorous screening and quality assessment, nine peer-reviewed articles were selected based on thematic relevance and methodological robustness. The findings reveal that digital tools – including mobile banking, AI, blockchain, and digital infrastructure – improve operational efficiency, financial inclusion, and resilience in banking institutions. The review identifies five thematic research clusters: digital innovation strategies, economic and environmental sustainability, empirical performance evaluation, systemic challenges, and local implementation. These themes collectively demonstrate how digital transformation acts as a strategic enabler for inclusive economic development in Indonesia. The study highlights the importance of policy innovation, SME integration, and digital literacy programs while noting the limited number of Indonesia-specific empirical studies as a major limitation. Future research should use a longitudinal and mixed-method approach to better capture the evolving digital trends in the Southeast Asian financial sector.
Co-Authors Arief Wibowo Rizki Yoga M Tiara Aprilia Kardiman Yulizar Verda Febrianto