پیوندهای مفید
آمار
| تعداد نشریات | 21 |
| تعداد شمارهها | 687 |
| تعداد مقالات | 9,985 |
| تعداد مشاهده مقاله | 70,957,074 |
| تعداد دریافت فایل اصل مقاله | 62,422,382 |
Designing a digital transformation model of banking services and improving customer experience and satisfaction through the development of business ecosystems (case study: Bank Mellat) | ||
| International Journal of Nonlinear Analysis and Applications | ||
| مقاله 5، دوره 17، شماره 2، اردیبهشت 2026، صفحه 41-54 اصل مقاله (1.05 M) | ||
| نوع مقاله: Research Paper | ||
| شناسه دیجیتال (DOI): 10.22075/ijnaa.2024.32321.4799 | ||
| نویسندگان | ||
| Marine Tahmasian؛ Kiumars Arya* ؛ Saber Khandan Alamdari | ||
| Faculty of Management and Accounting, Roudehen Branch, Islamic Azad University, Tehran, Iran | ||
| تاریخ دریافت: 21 آبان 1402، تاریخ بازنگری: 02 بهمن 1402، تاریخ پذیرش: 14 بهمن 1402 | ||
| چکیده | ||
| Recent research in the banking field points to the importance of digital technology penetration, changing traditional paradigms, a complete study of the customer's roadmap and digital experience and their needs, as well as how the digital bank operates in an ecosystem of partners. Therefore, the necessity of aligning the performance of banks according to the dynamic digital environment to maintain survival is felt more than ever. This research has been done to identify the actors and factors affecting the digital banking business ecosystem and ultimately its effect on improving the experience and satisfaction of customers in two quantitative-qualitative parts. In the qualitative part, the required data and information were extracted through in-depth interviews with 15 banking experts using the snowball sampling method and through three stages using the content analysis method, and finally the components of the digital transformation of banking services and the improvement of customer experience and satisfaction. has been Then coding is done and finally the final research model is presented. In the quantitative part, descriptive surveillance and correlational research methods are applied. Using a questionnaire of the opinions of 200 selected banking experts, and using structural equation modelling and 3smart pls software, the degree of connection between the components was determined, and according to the results, the number of 8 domestic actors and 9 foreign actors was determined. 100 key indicators of the ecosystem were identified and it was determined that the digital transformation of banking services with the mediating role of the business ecosystem has a positive and significant effect on improving the customer experience and customer satisfaction. | ||
| کلیدواژهها | ||
| digital transformation؛ digital banking services؛ digital customer experience؛ customer satisfaction؛ business ecosystem | ||
| مراجع | ||
|
[1] M. Abubakre, I. Faik, and M. Mkansi, Digital entrepreneurship and indigenous value systems: An Ubuntu perspective, Inf. Syst. J. 31 (2021), no. 6, 838–862. [2] H. Adam, Fintech and entrepreneurship boosting in developing countries: A comparative study of India and Egypt, The big data-driven digital economy: Artificial and computational intelligence, Cham: Springer International Publishing, 2021, pp. 141–156. [3] R. Anggraeni, R. Hapsari, and N.A. Muslim, Examining factors influencing consumers intention and usage of digital banking: evidence from Indonesian digital banking customers, Asia Pacific Manag. Bus. Appl. 9 (2021), no. 3, 193–210. [4] A. Arsanjani, A. Gholipour Soleimani, N. Delafrooz, and M. Taleghani, Challenges of the Iranian e-banking business model in digital transformation, J. Money Econ. 14 (2019), no. 3, 389–419. [5] M.F. Baghbadorani and A. Harandi, A conceptual model for business ecosystem and implications for future research, Int. Proc. Econ. Dev. Res. 52 (2012), no. 17, 82–86. [6] P. Castro, J.P. Rodrigues, and J.G. Teixeira, Understanding FinTech ecosystem evolution through service innovation and socio-technical system perspective, Exploring service science: 10th international conference, IESS 2020, Porto, Portugal, Springer International Publishing, 10 (2020), 187–201. [7] T.F. Dapp, Fintech: the digital transformation in the financial sector, In: T. Osburg and C. Lohrmann, (eds) Sustainability in a digital world, CSR, Sustainability, Ethics & Governance. Springer, Cham. (2017), 189–199. [8] A. Dasho, E. Meka, G. Sharko, and I. Baholli, Digital banking the wave of the future, Proc. ISTI 1 (2016), 1–6. [9] C. Fornell and D.F. Larcker, Evaluating structural equation models with unobservable variables and measurement error, J. Market. Res. 18 (1981), no. 1, 39–50. [10] S.S. Galazova and L.R. Magomaeva, The transformation of traditional banking activity in digital, Int. J. Econ. Bus. Administr. 7 (2019), no. 2. [11] I. Haffke, B.J. Kalgovas, and A. Benlian, The role of the CIO and the CDO in an organization’s digital transformation, Thirty Seventh International Conference on Information Systems, Dublin, (2016). [12] I. Lee and Y.J. Shin, Fintech: Ecosystem, business models, investment decisions, and challenges, Bus. Hor. 61 (2018), no. 1, 35–46. [13] P. Lindgren, The business model ecosystem, J. Multi Bus. Model Innov. Technol. 4 (2016), no. 2, 1–50. [14] M. Mantymaki and H. Salmela, In search for the core of the business ecosystem concept: S conceptual comparison of business ecosystem, 9th Int. Workshop Software Ecosystems (IWSECO 2017), 2017, pp. 103. [15] Y.S. Matkovskaya, E. Vechkinzova and V. Biryukov, Banking ecosystems: Identification latent innovation opportunities increasing their long-term competitiveness based on a model the technological increment, J. Open Innov.: Technol. Market Complex. 8 (2022), no. 3, 143. [16] M.T. Okano, S.N. Antunes and M.E. Fernandes, Digital transformation in the manufacturing industry under the optics of digital platforms and ecosystems, Indepen. J. Manag. Prod. 12 (2021), no. 4, 1139–1159. [17] L. Perlman, Competition aspects of digital financial services, ITU-T Focus Group Tech. Rep. 03 (2017), 17–50. [18] U. Pidun, M. Reeves, and M. Sch¨ussler, Do you need a business ecosystem, BCG Henderson Institute, 11 (2019), 1–12. [19] S. Ramezani, M.R. Esfidani, and M. Ansari, Identifying and investigating the factors affecting the digital marketing ecosystem in the banking industry: A study on Bank Mellat, Iran. J. Manag. Sci. 16 (2022), no. 64. [20] T. Ravikumar, Digital lending: Is it alternative lending revolution?, Int. J. Sci. Technol. Res. 8 (2019), 599–601. [21] D. Sarel and H. Marmorstein, Marketing online banking services: the voice of the customer, J. Financ. Services Market. 8 (2003), 106–118. [22] P.K. Senyo, K. Liu, and J. Effah, Digital business ecosystem: Literature review and a framework for future research, Int. J. Info. Manag. 47 (2019), 52–64. [23] A. Sharma and N. Piplani, Digital banking in India: A review of trends, opportunities and challenges, Int. Res. J. Manag. Sci. Technol. 8 (2017), no. 1, 168–180. [24] J. Stanley and G. Briscoe, The ABC of digital business ecosystems, arXiv preprint arXiv:1005.1899, (2010). [25] P. Torres and P. Godinho, Levels of necessity of entrepreneurial ecosystems elements, Small Bus. Econ. 59 (2022), no. 1, 29–45. [26] O. Werth, C. Schwarzbach, D.R. Cardona, M.H. Breitner, and J.-M.G. von der Schulenburg, Influencing factors for the digital transformation in the financial services sector, Z. Gesamte Versicherun. 109 (2020), 155–179. [27] Y. Yi, Y. Chen, and D. Li, Stakeholder ties, organizational learning, and business model innovation: A business ecosystem perspective, Technovation 114 (2022), 102445. | ||
|
آمار تعداد مشاهده مقاله: 995 تعداد دریافت فایل اصل مقاله: 403 |
||