DIGITAL BANKING MANAGEMENT AND OPERATIONAL RESILIENCE: AN INTEGRATED GOVERNANCE FRAMEWORK FOR CUSTOMER VALUE AND RISK CONTROL
Keywords:
Digital Banking, Operational Resilience, Data Governance, Customer Experience, Risk ManagementAbstract
Background: Digital channels allow banking services to operate at greater speed and scale, but they also concentrate dependencies on data, identity, platforms, vendors, and real-time infrastructure. Channel growth without governance can increase operational fragility.
Aims: This article develops an integrated digital-banking management framework that aligns customer value, process redesign, data governance, cyber control, third-party management, and operational resilience.
Research Method: The study uses an integrative conceptual review. Peer-reviewed literature, professional standards, and official institutional sources are synthesized through construct clarification, mechanism mapping, governance analysis, and development of propositions. The article does not report fabricated respondents, database counts, or statistical estimates.
Results and Conclusion: The synthesis indicates that organizational value arises when information, decisions, controls, and performance measures operate as an integrated management system. Technology or functional activity alone is insufficient. Clear accountability, reliable data, balanced indicators, and periodic review are the principal enabling conditions.
Contribution: The paper offers a practical capability framework and testable propositions that can guide organizational assessment and subsequent empirical research.
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