Evaluation and Selection of Robotic Process Automation Platforms Using the AHP–Topsis Method: A Case Study in the Banking Industry
Abstract
Robotic Process Automation (RPA) has become a key technology for improving efficiency and accuracy in operational processes within the banking sector. However, increasing organizational complexity and regulatory demands make the selection of an appropriate RPA platform a challenging decision. This study aims to identify the most suitable RPA platform using a Multi-Criteria Decision-Making (MCDM) approach by integrating the Analytical Hierarchy Process (AHP) and the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS). The evaluation framework is developed based on a hierarchical structure consisting of six main criteria and sixteen sub-criteria, including technology, cost efficiency, compliance, user experience, vendor and implementation support, as well as analytics and monitoring. Four alternatives were compared: UiPath, Automation Anywhere, Power Automate, and Kofax. The AHP weighting results indicate that compliance, technology, and cost efficiency are the most influential criteria in RPA platform selection. The TOPSIS analysis shows that Power Automate achieves the highest relative closeness value (Ci = 0.7344), followed by UiPath (Ci = 0.4604). Based on these findings, Power Automate is identified as the most suitable RPA platform for supporting banking process automation. The study recommends a hybrid RPA implementation strategy whereby Power Automate is adopted as the primary solution and UiPath is used as a complementary platform for complex automation scenarios. The results of this research are expected to serve as a basis for strategic decision-making to support the bank’s ongoing digital transformation.Downloads
References
Ajzen, I. (2019). Behavioral interventions based on the theory of planned behavior. Interventions with the TPB, 1–5. https://doi.org/10.1201/9781420062762.axh
Fadilla, N. M., & Setyonugroho, W. (2021). Sistem Informasi Manajemen Rumah Sakit dalam Meningkatkan Efisiensi: Mini Literature Review. Jurnal Teknik Informatika dan Sistem Informasi, 8(1), 357–374. https://doi.org/10.59141/comserva.v3i10.1223
Ferorelli, D., Solarino, B., Trotta, S., Mandarelli, G., Tattoli, L., Stefanizzi, P., Bianchi, F. P., Tafuri, S., Zotti, F., & Dell’erba, A. (2020). Incident reporting system in an Italian university hospital: A new tool for improving patient safety. International Journal of Environmental Research and Public Health, 17(17), 1–12. https://doi.org/10.3390/ijerph17176267
Gqaleni, T. M., & Bhengu, B. R. (2020). Analysis of Patient Safety Incident reporting system as an indicator of quality nursing in critical care units in KwaZulu-Natal, South Africa. Health SA Gesondheid, 25. https://doi.org/10.4102/hsag.v25i0.1263
Gqaleni, T. M., Mkhize, S. W., & Chironda, G. (2024). Patient Safety Incident Reporting and Learning guidelines implemented by the health care professionals in specialized care units: A Scoping Review (Preprint). Journal of Medical Internet Research, 26, 1–8. https://doi.org/10.2196/48580
Hair, J. F., Black, W. C., Babin, J. B., & Anderson, R. F. (2019). Multivariate Data Analysis (8th ed.). Cengage Learning.
Irwan, I., Ginting, C. N., & Nasution, A. N. (2023). Analysis of patient safety incident reporting system by health officials at Prof. Dr. Muhammad Ildrem hospital Medan. Jurnal Aisyah: Jurnal Ilmu Kesehatan, 8(2), 1209–1214. https://doi.org/10.30604/jika.v8i3.2225
Kapil, S., & Anoopjit, K. (2020). A Study to Assess the Knowledge, Attitude and Perceived Barriers on Incident Reporting among Staff Nurses Working in a Tertiary Care Hospital, Ludhiana, Punjab. International Journal of Nursing Education, 12(1), 142–145. https://doi.org/10.5958/0974-9357.2020.00031.8
Kemenkes. (2017). Peraturan Menteri Kesehatan Republik Indonesia Nomor 11 Tahun 2017 tentang Keselamatan Pasien. Jakarta: Berita Negara Republik Indonesia.
Mahdy, N., Mohamed, A., & Mohamed, H. S. (2024). Nursing Work Environment, Professional Competencies, Patient Safety Culture, and Attitude Toward Incident Report. *15*(3), 973–984.
Martin, G., Ghafur, S., Cingolani, I., Symons, J., King, D., Arora, S., & Darzi, A. (2019). The effects and preventability of 2627 patient safety incidents related to health information technology failures: A retrospective analysis of 10 years of incident reporting in England and Wales. The Lancet Digital Health, 1(3), e127–e135. https://doi.org/10.1016/S2589-7500(19)30057-3
Meifika Fathiyani, G., & Ayubi, D. (2022). Factors Affecting Patient Safety Incident Reporting. Journal Research of Social, Science, Economics, and Management, 1(8), 1103–1117. https://doi.org/10.36418/jrssem.v1i8.67
Naome, T., James, M., Christine, A., & Mugisha, T. I. (2020). Practice, perceived barriers and motivating factors to medical-incident reporting: A cross-section survey of health care providers at Mbarara regional referral hospital, southwestern Uganda. BMC Health Services Research, 20(1), 1–9. https://doi.org/10.1186/s12913-020-05155-z
Pramesona, B. A., Sukohar, A., Taneepanichskul, S., & Rasyid, M. F. A. (2023). A qualitative study of the reasons for low patient safety incident reporting among Indonesian nurses. Revista Brasileira de Enfermagem, 76(4). https://doi.org/10.1590/0034-7167-2022-0583
Rahmawati, A., Rudijanto, A., & Astari, A. M. (2018). The Effect of Organizational Factors on Patient Security Incident Reporting Through Individual Factors. Jurnal Aplikasi Manajemen, 16(3), 467–475. https://doi.org/10.21776/ub.jam.2018.016.03.11
Sheikhtaheri, A., Taheri Moghadam, S., Dehnad, A., & Tatarpoor, P. (2024). Factors influencing nurses’ acceptance of patient safety reporting systems based on the unified theory of acceptance and use of technology (UTAUT). Informatics in Medicine Unlocked, 49, 101554. https://doi.org/10.1016/j.imu.2024.101554
Sutejo, S., Prasetijo, A. B., & Agushybana, F. (2021). Designing Integrated Patient Safety Incident Reporting with Hospital Information System. Jurnal Aisyah: Jurnal Ilmu Kesehatan, 6(3), 661–666. https://doi.org/10.30604/jika.v6i3.968
Tristantia, A. D. (2018). Evaluasi Sistem Pelaporan Insiden Keselamatan Pasien di Rumah Sakit. Jurnal Administrasi Kesehatan Indonesia, 6(2), 83. https://doi.org/10.20473/jaki.v6i2.2018.83-94
WHO. (2020). Patient Safety Incident Reporting and Learning Systems: Technical Report and Guidance. World Health Organization.
Jamaludin dan Endang Ruswanti. (2017). Impact of Service Quality and Customer Satisfaction on Customer Loyalty : A Case Study in a Private Hospital in Indonesia. IOSR Journal of Business and Management (IOSR-JBM). Vol.19, No.5, 23-33.
Copyright (c) 2026 Diah Kumalasari, Achmad Nizar Hidayanto
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
