Banking

Open Access Article

1 - Designing a Fuzzy Expert System For Measuring E-Banking Service Quality
shohreh nasri علیرضا حسن زاده علی رجب زاده

With dramatic development of information technology and its widespread applications, increasing dependence on information technology and the increasing complexity of technologies and services which used in organizations, the management of these technologies and services More

With dramatic development of information technology and its widespread applications, increasing dependence on information technology and the increasing complexity of technologies and services which used in organizations, the management of these technologies and services is more difficult. Hence,wiith the development of IT-based banking services,including electronic banking services,the requirement methods which evaluate the quality of these services in the organization has been increased. Therefore, in this study, a comprehensive model for more accurate measurement of e-banking service quality through an extensive literature review and questions from experts in this field is presented using Fuzzy Delphi Technique. In this regard,after the identification of relevant dimensions and criteria, since the traditional scale can not accurately evaluate the e-banking service quality in the terms of the uncertainty , these dimensions and criteria are to be fuzzified,then the fuzzy expert system conceptual model is presented.Finally, a fuzzy expert system with 5 fuzzy module and a graphical user interface is provided in MATLAB.The fuzzy expert system indicate the final status of e-banking service quality and the main dimension.In this paper, the application of this system has been has been examined in the Sina bank. Finally by calculating expert system errors, optimum performance of designed fuzzy system has been approved which is evaluated by sina bank information . Manuscript profile

Open Access Article

2 - Identify factors affecting Internet Banking Service Quality Case Study: Mellat Bank customers
maryam akhavan مجید باقری

Today, service quality, sustainable competitive advantage for the bank to bring it helps to create value and customer satisfaction. Therefore, improving the quality of customer service is vital for them. This study examined the factors affecting customers' perception of More

Today, service quality, sustainable competitive advantage for the bank to bring it helps to create value and customer satisfaction. Therefore, improving the quality of customer service is vital for them. This study examined the factors affecting customers' perception of Internet banking through careful investigation of the main studies as well as different models provided for quality assessment of electronic services. Based on the findings, an optimal model for the quality assessment of Internet banking services provided by Mellat Bank was designed. The statistical population included customers of the Internet banking services provided by Mellat Bank in Isfahan. Data collection was done using a questionnaire whose validity was confirmed according to experts' opinions and the reliability of the test was assessed using Cronbach's alpha for the initial sample and for the main test performed on all subjects in the statistical population, showing a high reliability. The second-order factor analysis was used to test the research hypotheses and prioritize the factors affecting the quality of electronic banking services. The findings showed that website design, responsiveness, empathy, guarantee, efficiency, security/trust, and compensation for damage were the most effective factors (in the order of significance) in the quality of Mellat Bank on-line Internet banking services. Manuscript profile

Open Access Article

3 - The effect of risk and resources on Firm's growth strategies in high tech industries
mohsen Parsajam Bahman Hajipour Esmaeil Fadaei Nejad

During the last decade there was a well known strategy to support startups and enterprenuers to stabilish firms in high tech industries. despite the position of high-tech industries has been weakened especially in export share. Growth strategies utilized by high-tech fi More

During the last decade there was a well known strategy to support startups and enterprenuers to stabilish firms in high tech industries. despite the position of high-tech industries has been weakened especially in export share. Growth strategies utilized by high-tech firms can improve the position. Growth strategies help firms to increase their market share and sale revenues. Hence, current study aims to designate and validate growth strategies of high-tech firms. Research model has been proposed based on the extended literature, the situation of high-tech industry, and experts' views. Data is gathered by a self-administrated questionnaire and would be analyzed by structural equation modeling using SPSS 18 and LISERL 8.54. Population is managers of high-tech firms in Iran. A convenience sampling approach is employed to collect estimated sample. Data achieved from 451 respondents was analyzed. Results indicated that: 1) growth strategies of high tech firms affect their outputs, 2) resources affect growth strategies of high-tech firms, 3) multiple risks affect the utilization of resources by the high tech firms, and 4) high tech firms provide the needed resources for their growth based on the outcomes in terms of profit and/or attractiveness Manuscript profile

Open Access Article

4 - Investigating the behavior of bank customers after the merger of branches with the development of a cluster analysis model; Case Study: Mellat Bank
رضا قسمتی

The emergence and expansion of new service channels in banks, the large number of branches in the service network of banks, and the high cost of the branch, on the one hand, led the banks to reduce the number of branches and the integration of smaller branches in other More

The emergence and expansion of new service channels in banks, the large number of branches in the service network of banks, and the high cost of the branch, on the one hand, led the banks to reduce the number of branches and the integration of smaller branches in other branches, but factors such as the loss of customers , Brand coverage, social security deprivation, etc., have created considerations for banks in integrating branches. In this paper, a comprehensive overview of the literature on mergers of bank branches and similar issues was first discussed and influential variables were identified in the problem. Then, the behavior of customers influenced by the merger of branches as one of the key variables affecting the problem has been investigated. For this purpose, a five-step model has been developed in this paper, with its main core of cluster analysis techniques. Finally, in order to demonstrate the effectiveness and applicability of the developed model, a case study of Mellat branches has been used in the country. Manuscript profile

Open Access Article

5 - Designing Sustainability Comprehensive Framework for Banking: Using Meta Synthesis and Structural Modeling Interpretation
Emad Nobahar Mahmoud Dehghan Nayeri Adel Azar Ali RajabZadeh ghatari

Today, bank Businesses are pressured by their stakeholders to address sustainability issues in their activities. Consequently, attention to sustainability and social responsibility in the banking business is increasing day by day. Accordingly, the main purpose of this s More

Today, bank Businesses are pressured by their stakeholders to address sustainability issues in their activities. Consequently, attention to sustainability and social responsibility in the banking business is increasing day by day. Accordingly, the main purpose of this study is to provide a framework for sustainability in bank Business. To this end, by using the Meta-synthesis approach, the 268 open codes related to sustainability in the banking industry were extracted from related articles and related studies and these open codes formed 59 axial codes. Then, these axial codes were categorized based on similarities in concepts to 10 themes of economic partnership, financial factors, energy use, environmental action, community participation, development of human resources, customer relationship, products and services, human rights issue , and governance. In the following, they were categorized into four including economic, social, and environmental and governance sustainability. Moreover, ISM structured the relationships between the themes while leveling them in a structural model based on the experts’ interprets. According to the results, the theme of human rights is at the lowest level and considered as the basis for bank sustainability. In addition, human rights, human resources, products and services, and customer relationship themes were placed in the independent area of the MICMAC chart that shows the key role and influence of these factors on other factors in the sustainability of bank business. Manuscript profile

Open Access Article

6 - Identify the critical factors for sustainable banking success with a mixed approach
Alireza Aliahmadi Mir Hamid Taghavi Ali Bonyadi Naeini

A new concept in the area of achieving sustainable development goals is sustainable banking which is of particular importance in developing countries. To succeed in achieving sustainable banking goals, it is necessary to identify and conceptualize the underlying factors More

A new concept in the area of achieving sustainable development goals is sustainable banking which is of particular importance in developing countries. To succeed in achieving sustainable banking goals, it is necessary to identify and conceptualize the underlying factors. This paper aims to identify the critical factors for sustainable banking success. This paper is an applied research in terms of purpose and has been done with a cross-sectional survey approach. Semi-structured interviews and expert questionnaire were used for data collection. The statistical population of the study consists of managers and experts of the central bank selected by purposeful sampling from among these experts. The research methodology is a mixed (qualitative-quantitative) approach. In the qualitative phase, the thematic analysis method is used to identify the critical factors for sustainable banking success. Then, at the quantitative stage, the identified factors are screened and prioritized based on the Fuzzy Delphi and SWARA method. The results show that the critical success factors of sustainable banking can be categorized into three factors: input factors, process factors and output factors. Support entrepreneurs, marketing management, clear regulation and process evaluation are of the utmost importance in the field of sustainable banking. Manuscript profile

Open Access Article

7 - Explaining and Designing a Model of employee performance management with integrated approach in the governmental banking systems with methasynthesis and structural-interpretive method
Maryam Fahima daruosh Gholamzadeh Ahmad vedadi

This article is aimed at designing and explaining the integrated pattern of employee performance management in the country's state-owned banks. In order to achieve this goal, first the integrated categories of integrated performance management have been identified and v More

This article is aimed at designing and explaining the integrated pattern of employee performance management in the country's state-owned banks. In order to achieve this goal, first the integrated categories of integrated performance management have been identified and validated, and finally, by determining the model of causal relationships of these elements, the final model has been obtained. This research is based on empiricist philosophy and deductive-inductive method. The present study is a fundamental research in terms of purpose, and in terms of data collection method, it’s a cross-sectional research. In this research, mixed method (qualitative & quantitative) has been used. The statistical population of this article includes professors and experts with management experience in SepahBank and has been used to sample the method of bullet and snow. The sampling process continued until theoretical saturation was achieved, and finally 11 managers of the central offices of SepahBank participated in this study. To identify the infrastructural categories of employee performance management, a metasynthesis method has been used and by using interpretive-structural modeling, an integrated staff performance management model has been presented. Data analysis was performed with MaxQda and MicMac software. The results show that among integrated management structures, performance, planning and targeting and organizational culture have high penetration power and have low effectiveness. So the variables are independent. The two variables of knowledge management and coaching have high penetration power and dependency, so they are transferable variables. Employee performance management variables and performance analysis and revision are also highly dependent but have little influence, so they are dependent variables. Manuscript profile

Open Access Article

8 - Designing a Comprehensive Personal Productivity Assessment Model for the Personnel in Banking Industry
Ali Nemati Hojjat Taheri Goodarzi Parvaneh Gelard Yadollah Abbaszadeh Sahroun

20.1001.1.22286047.1400.20.69.2.8

The present research aims at designing a comprehensive personal productivity assessment model for the personnel in the banking industry, which has been conducted with a combined (qualitative-quantitative) method. Objective sampling method has been employed for the resea More

The present research aims at designing a comprehensive personal productivity assessment model for the personnel in the banking industry, which has been conducted with a combined (qualitative-quantitative) method. Objective sampling method has been employed for the research where a number of university elite and experts as well as managers of the banking industry were elected as samples. Semi-organized interviews and closed-ended questions were used as the first and second stages of data collection. The method of analysis in the qualitative section was inductive thematic analysis and in the quantitative section was structural equations modeling, and the results of the research in the qualitative section is indicative of identifying 377 meaningful concepts or propositions resulting from 110 interview texts; however, taking into account the notion of concentration, the meaningful concepts and propositions were reduced to 137 primary themes. Further on, 15 subsidiary themes and 3 levels of main themes were identified. For the quantitative section, a structural pattern was presented for the correlation among the components which depicted that from among the 15 components constituting the personal productivity of the personnel in the banking industry, the highest ratio belongs to social intelligence with the value of 0.82 and the lowest ratio goes for professional competency wit the value of 0.49 Manuscript profile

Open Access Article

9 - Universal Banking Modeling Based Staff Empowerment
hamidreza kazemi naser hamidi babak hajikarimi

Nowadays, industries, especially the banking industry, are facing a much more complex environment than the past decade. Therefore, they have to adapt to the environment to obtain and maintain their competitive edge. The traditional banking system is no longer efficient More

Nowadays, industries, especially the banking industry, are facing a much more complex environment than the past decade. Therefore, they have to adapt to the environment to obtain and maintain their competitive edge. The traditional banking system is no longer efficient enough, while a universal banking system can provide more varied services to a more diverse clientele. Considering the radical humanist paradigm in the analysis of social theories and a focus on the effectiveness of capable human resources for the correct implementation of universal banking in Iran, the present paper aims to propose a universal banking system focusing on the empowerment and skill development of bank employees. This study used the Delphi fuzzy method to select experts and classify and analyze their responses. Further, the Linear Programming and , FGTMA-FDEMATEL and screenwriting method was used to identify and investigate the criteria correlationsand map the network relationships. Arobust statisticalmethod was used to solve optimization problems based on data uncertainty.and lingo software was used to solve the problem. The results drawn from the model indicated that factors such as employee decision-making ability, responsibility towards executing a decision, access to decision tools, and employee self-efficacy sources influence the empowerment of employees and correct implementation of private, corporate,business, and investment banking. Further, they showed that sense of competence, motivation, participation, sense of effectiveness, and information technology influence universal banking. In addition, training and reward influence all types of universal banking Manuscript profile

Open Access Article

10 - Developing a business model framework for commercial banks with an open banking approach
seyyed hossein ouraee Mohammadrahim Esfidani Masoud Keimasi

Open banking is a new paradigm that is rapidly growing in the world banking industry. Moving towards open banking and using the capacities and potentials of cooperation with innovative businesses can draw a clear horizon for maintaining banking services' survival as one More

Open banking is a new paradigm that is rapidly growing in the world banking industry. Moving towards open banking and using the capacities and potentials of cooperation with innovative businesses can draw a clear horizon for maintaining banking services' survival as one of the macro banking strategies. But this requires a change in the traditional business model of banks. The purpose of this study is to provide a business model framework for commercial banks with an open banking approach. In this study, using banks' approach to participate in the financial ecosystem and the type of cooperation with third parties, four types of the strategic approaches and the dimensions of banks' business model in each situation are described. Accordingly, each bank can have one of the roles, including the integrator, producer, distributor, and the platform in open banking. In this research, a multi-case study research method has been used in which, based on the opinion of experts, three banks were studied, selected, and the dimensions of their business model were examined. Sepah Bank as a bank with an integrating role, Pasargad Bank as a bank with a producer role and Ayandeh Bank as a bank with a platform role were studied. According to experts in this field, no bank in Iran has the function of the distributor. The characteristics and the dimensions of each bank's business model vary according to their chosen approach to open banking and interaction with third parties Manuscript profile

Open Access Article

11 - Testing the Conceptual Model of Factors Affecting the Development of Service Innovation in the Banking Industry (Case Study: Bank Mellat, East Azerbaijan Province)
Behrouz Amini Naser Fegh-hi farahmand Soliman Iranzadeh

20.1001.1.22286047.1401.71.71.1.8

Innovation plays an important role in the banking industry, which is very competitive. In addition to their social responsibility obligations, banks are responsible for maximizing profitability and increasing shareholder wealth, and the only way for banks to achieve thi More

Innovation plays an important role in the banking industry, which is very competitive. In addition to their social responsibility obligations, banks are responsible for maximizing profitability and increasing shareholder wealth, and the only way for banks to achieve this desired result is through innovation. Therefore, the purpose of this study was to test the conceptual model of factors affecting the development of service innovation in the banking industry. This research has been based on an applied-developmental goal. In this research, in the first stage, using structural-interpretive modeling, the conceptual model of factors affecting the development of service innovation in the banking industry has been developed and in the next stage, using the path-structural modeling, the developed model has been tested. To collect the data, two researcher-made questionnaires were used, which were distributed among the members of the statistical sample after determining their validity and reliability. The statistical population in the model development section, experts familiar with the subject and in the model testing section, all managers, heads of branches and their deputies in Bank Mellat have been. Accordingly, 13 experts and 108 managers, heads of departments and deputies participated in two parts of the study as a statistical sample. Findings while showing different relationships between the dimensions of service innovation development in the banking industry, show that the process of new service development is the most influential factor and the organization and management are the most influential factor in the development of bank service innovation. Manuscript profile

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