Track: Systems Engineering

Abstract

The objective of this paper is to elaborate multidisciplinary research and its empirical study in Banking Industry. From view point of multidisciplinary research, this paper elaborates theories on service innovation and ambidexterity as relates to Industrial System Engineering. Meanwhile, from view point of empirical study, this paper elaborates Strategic Management on Physical and Digital Banking in Digital Age of Industrial Revolution 4.0. The research methodology in this paper refers to both quantitative and qualitative approaches. Quantitative approach in this paper refers to the research questionnaire. This questionnaire comprises bank’s tangible aspects, reliability, responsiveness, empathies and customer satisfaction. Furthermore, qualitative approach in this paper refers to in-depth interview. As the problem definition, the strategic management and industrial system engineering are elaborated to face future challenge in banking industry in term of physical and digital banking. In this paper, the discussion on strategic, tactical and operational are conducted, including the application of Analytical Hierarchy Process (AHP), and Service Innovation Design (SID). As the result, this paper provides discussion on how to anticipate that future challenge. For further research, in lieu of private bank, the paper differentiates type of bank in term of private, joint venture and state owned enterprise in banking industry.