The improvement of online transaction return process, by using business process reengineering approach: Case study of a state-owned bank

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 state-owned 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%.