Providing a model for improving the quality of technological services based on financial development and ranking of its components in Bank of Industry and Mine of Iran (Using fuzzy TOPSIS method and structural equation modeling)

Document Type : Research Paper

Authors
Ali Mehri
Saber Khandan Alamdari
Neda Farah Bakhsh
Faculty of Management and Accounting, Roudehen Branch, Islamic Azad University, Roudehen, Iran
10.22075/ijnaa.2024.33007.4915
Abstract
The very important role of electronic services and online services in every society is not hidden from anyone; what is important is the quality of these services. Electronic service quality refers to the ability of a particular Internet banking service to facilitate online transactions effectively and efficiently, thereby contributing to the financial growth of the banking system. Therefore, the subject of the presentation is the model and ranking of components that improve the quality of technological services based on financial development in Bank of Industry and Mine of Iran. Therefore, the content analysis method was used to identify the variables. After identifying the research variables, the fuzzy AHP method was used for ranking. To present the model after identifying the quality variables of banking technological services, the interpretive structural modelling method was used. Based on the obtained results, the analysis of variances shows that assuming the variance of the two groups is equal and at the confidence level of 95\%, the significance obtained for the averages of the financial development components is smaller than the standard value of 0.05, so between the answers There is a significant difference between the two groups regarding the functional status of factors affecting financial development (institutional environment, monetary sector, openness of the financial sector, non-banking financial sector, banking financial sector) in Bank of Industry and Mine in the study area. In other words, these factors do not have a favourable situation for the financial development of the bank and are far from a favourable situation. According to the results of the research, it was determined that technological banking management, technological software and hardware infrastructure, technological banking marketing, customer experience management, risk management, electronic system quality of services, improving the quality of technological banking services and organizational culture on improving the quality of technological banking services based on financial development. They have a positive and significant effect.
Keywords
electronic banking
banking service quality
customer experience
customer relationship management
financial development
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International Journal of Nonlinear Analysis and Applications
Volume 17, Issue 6
June 2026
Pages 15-28

  • Receive Date 16 January 2024
  • Accept Date 07 September 2024