The Impact of Service Digitalization, Environmental Social Governance (ESG), and Risk Management on the Competitiveness of Insurance Companies in Indonesia: A Literature Review
DOI:
https://doi.org/10.55927/modern.v5i4.67Keywords:
Service Digitalization, ESG, Risk Management, Competitiveness, Insurance CompaniesAbstract
This study aims to build a conceptual model on the influence of Service Digitalization, Environmental Social Governance (ESG), and Risk Management on the competitiveness of insurance companies in Indonesia. The insurance industry faces increasing competitive pressure due to digital transformation, demands for sustainability implementation, and increasingly complex business risks. These conditions push insurance companies to develop strategic capabilities that can create sustainable competitive advantages. This study uses a literature review method with a Systematic Literature Review (SLR) approach. Data sources were obtained from reputable scientific articles on Scopus, Web of Science, and academic publications from 2021–2026. The analysis was conducted qualitatively through identification, evaluation, and synthesis of relevant previous research findings. The study shows that digitalizing services boosts operational efficiency, service quality, and customer experience, which strengthens the company's competitiveness. ESG contributes to improving legitimacy, reputation, and business sustainability, impacting competitive advantage. Effective risk management enhances organizational resilience and the company's ability to face uncertainties in the business environment
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