ارائه مدل علّی نوآوری خدمات بانکداری الکترونیک بر اساس قابلیت‌‌های پویا

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشگاه آزاد اسلامی- واحد علوم و تحقیقات تهران

2 گروه مدیریت، مجتمع دانشگاهی مدیریت و فناوری نرم، دانشگاه مالک اشتر، تهران، ایران

3 گروه مدیریت صنعتی، واحد کرج، دانشگاه آزاد اسلامی، کرج، ایران

4 گروه مدیریت صنعتی، واحد تهران غرب، دانشگاه آزاد اسلامی، تهران، ایران

چکیده

در این تحقیق سعی شد مدلی برای نوآوری خدمات بانکداری الکترونیک بر اساس قابلیت‌‌های پویا ارائه گردد. روش تحقیق پژوهش حاضر، روش پژوهش ترکیبی از نوع طرح متوالی- اکتشافی است. جامعه آماری پژوهش حاضر، کارشناسان و خبرگان حوزه بانکداری الکترونیک هستند. در تحقیق حاضر رویکرد هدفمند در انتخاب نمونه کیفی تحقیق استفاده می‌گردد. ابزار گردآوری داده‌ها در تحقیق حاضر، پرسشنامه دلفی و پرسشنامه تصمیم‌گیری چند معیاره بود. برای تحلیل داده‌ها از دو تکنیک دلفی فازی و دیمتل فازی کمک گرفته شد؛ به نحوی که با تکیه بر مبانی نظری و تحقیقات تجربی انجام گرفته در حوزه نوآوری و قابلیت‌‌های پویا، شاخص‌های مهم این دو حوزه در ارتباط با بانکداری الکترونیک استخراج شد. نتایج دلفی فازی در نهایت 13 شاخص برای نوآوری خدمات و 17 شاخص برای قابلیت‌‌های پویا به دست داد. شاخص‌های نوآوری خدمات و قابلیت‌‌های پویا بر اساس مبانی نظری، ذیل 11 معیار دسته‌بندی شده و در قالب مفهوم کلی وارد تحلیل دیمتل فازی شدند. نتایج دیمتل فازی، معیارها را در دو گروه اثرگذار و اثرپذیر دسته‎بندی کرد، به نحوی که 6 معیار در گروه معیارهای اثرگذار و 5 معیار به عنوان معیارهای اثرپذیر معرفی شدند. براین اساس، سازمان‌دهی مجدد سیستم ارائه خدمات، از بیشترین تاثیرگذاری، و مفهوم سازی، از میزان تاثیرپذیری بسیار زیادی برخوردار است.

کلیدواژه‌ها

موضوعات

عنوان مقاله [English]

Presenting a causal model of e-banking services innovation based on dynamic capabilities

نویسندگان [English]

  • Ali Etemadifard 1
  • Seyed Kamal Tabaian 2
  • Abbas Khamseh 3
  • Nazanin Pilevari Salmasi 4
1 Islamic Azad University, Science and Research Branch, Tehran, Iran
2 Faculty of Management, Malek Ashtar University of Technology, Tehran, Iran
3 Department of Industrial Management, Karaj Branch, Islamic Azad University, Karaj. Iran
4 Department of Industrial Management, West Tehran Branch, Islamic Azad University, Tehran, Iran
چکیده [English]

In this research, an attempt was made to provide a model for e-banking services innovation based on dynamic capabilities. Research Method The present research is a combination research method of consecutive-exploratory design. The statistical population of the present study is experts and experts in the field of electronic banking. In the present study, a purposeful approach is used in selecting a qualitative research sample. Data collection tools in the present study were Delphi questionnaire and multi-criteria decision making questionnaire. For data analysis, two techniques of fuzzy Delphi and fuzzy DEMATEL were used; In a way that based on theoretical foundations and empirical research in the field of innovation and dynamic capabilities, important indicators of these two areas in relation to e-banking were extracted. The fuzzy Delphi results finally yielded 13 indicators for service innovation and 17 indicators for dynamic capabilities. Service innovation indicators and dynamic capabilities based on theoretical foundations are classified under 11 criteria and entered into fuzzy DEMATEL analysis in the form of a general concept. The results of fuzzy DEMATEL categorized the criteria into two groups of effective and efficient, so that 6 criteria in the group of effective criteria and 5 criteria were introduced as effective criteria. Accordingly, the reorganization of the service delivery system is the most effective, and the conceptualization is very effective.

کلیدواژه‌ها [English]

  • Service innovation
  • dynamic capabilities
  • electronic banking
  • fuzzy demitel

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  • تاریخ دریافت: 05 بهمن 1399
  • تاریخ بازنگری: 07 مهر 1400
  • تاریخ پذیرش: 14 اسفند 1400

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