Bridging service quality and architecture in digital banking: a usability framework based on TOGAF ADM and E-Servqual

Lubis, Muharman and Hendrawan, Fadhil Rozi and Muttaqin, Alif Noorachmad and Handayani, Dini Oktarina Dwi (2026) Bridging service quality and architecture in digital banking: a usability framework based on TOGAF ADM and E-Servqual. In: 10th International Conference on Information and Communication Technology for the Muslim World, ICT4M 2025, 26-27 November 2025, KICT IIUM.

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Abstract

This study proposes a usability framework that bridges service quality and enterprise architecture in digital banking, focusing on PT Bank XYZ—one of Indonesia’s leading banks. The research aims to address customer dissatisfaction with the PT XYZ Online application by aligning IT architecture with customer expectations. The study adopts TOGAF ADM (The Open Group Architecture Framework – Architecture Development Method) as the foundation for enterprise architecture design, customized through the integration of a satisfaction matrix derived from E-Servqual analysis. A mixedmethod approach was applied, combining quantitative data from 100 customer questionnaires with qualitative insights from observation and literature review. The resulting satisfaction matrix corresponds to the business, information system, and technology architecture phases of TOGAF ADM, providing a structured mapping of user experience factors to architectural domains. The findings indicate that PT XYZ’s business and technology architectures demonstrate higher maturity (level 4), while data and application architectures remain at level 3. The study concludes with an enterprise architecture blueprint that guides future IT development, emphasizing continuous improvement of usability, system integration, and customer satisfaction in digital banking services.

Item Type:	Proceeding Paper (Other)
Uncontrolled Keywords:	Enterprise Architecture, E-Servqual, information technology, mixed method, satisfaction matrix, TOGAF ADM
Subjects:	Q Science > QA Mathematics > QA76 Computer software
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Information and Communication Technology > Department of Computer Science Kulliyyah of Information and Communication Technology > Department of Computer Science Kulliyyah of Information and Communication Technology Kulliyyah of Information and Communication Technology
Depositing User:	Dr Dini Handayani
Date Deposited:	05 May 2026 12:24
Last Modified:	05 May 2026 12:24
Queue Number:	2026-04-Q3047
URI:	http://irep.iium.edu.my/id/eprint/128622

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