Optimizing Online Loan Processes in Banks- Using i* and BPMN

Abstract

This study proposes the integration of goal modeling (i*) and business process modeling (BPMN) to optimize online loan processes in the context of digital transformation. Specifically, i* focuses on identifying strategic objectives and dependencies among stakeholders, while BPMN provides a detailed representation of workflow processes, ensuring transparency and operational efficiency. The research follows a nine-step methodology, ranging from practical data collection to model development and evaluation. The findings indicate that this integration enhances performance, reduces processing time, improves risk management capabilities, and ensures regulatory compliance, particularly in alignment with Circular 06/2023. Additionally, the study assesses the potential integration of digital technologies such as eKYC, RPA, and AI into the lending process. Despite achieving promising results, further evaluation of the practical implementation of this approach is necessary. Future research will focus on testing the proposed model in specific banks and incorporating advanced digital technologies more comprehensively. This study contributes significantly to the theoretical and practical advancements in online lending process modeling, supporting Vietnamese banks in strengthening their competitiveness in the digital era.