International Journal of Nonlinear Analysis and Applications

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)

Articles in Press

Document Type : Research Paper

Authors

Faculty of Management and Accounting, Roudehen Branch, Islamic Azad University, Roudehen, Iran

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 Sanat and Mine Bank 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 Sanat and Mine Bank 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

[1] M. Abed Khorasani, A. Poya, and A. Kafashpour, The effect of technological readiness of bank customers on satisfaction through the mediation of quality and perceived value of services, customer trust, Commerc. Manag. Stud. 13 (2021), no. 25, 51–81.
[2] M. Akbari, H. Mokhtari, and M.A. Moradi, The effect of service innovation on the performance of travel agencies in Tehran, the mediating role of service quality and customer satisfaction, Urban Tourism Quart. 6 (2018), no. 2, 99–116.
[3] S. Ananda, Bank marketing: Issues, challenges, and strategies in a globalized competitive environment, A.M. Al Ghassani, A.M. Al Lawati and S. Ananda, Banking sector in Oman: Strategic issues, challenges and future scenarios, Muscat: College of Banking and Financial Studies, 2017, pp. 29–45.
[4] S.S. Eftekhari Sinjani, A. Rusta, and A. Naami, Evaluation of the impact of factors affecting the acceptance of financial technology by bank customers (case study of Pasargad Bank), Invest. Sci. Res. Quart. 10 (2021), no. 38, 135–153.
[5] H. El-Chaarani and Z. El-Abiad, The impact of technological innovation on bank performance, J. Internet Bank. Commerce 23 (2018), no. 3.
[6] H.M.M. Fairooz and C.N. Wickramasinghe, Innovation and development of digital finance: a review on digital transformation in banking and financial sector of Sri Lanka, Asian J. Econ. Finance Manag. 1 (2019), no. 2, 69–78.
[7] 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.
[8] F. Haqshenas Kashani, A. Rahnoma, and A. Dorosti, Investigating factors affecting innovation and knowledge-based trust in mobile banking adoption, J. Market. Manag. 10 (2014), no. 28, 32–49.
[9] S. Hekmat, S.S. Mohammadi Qomi, and Z. Eslami, The progress of financial technologies and its impact on the future of the banking industry, Trend Quart. 23 (2015), no. 73, 91–122.
[10] S. Khatoon, X. Zhengliang, and H. Hussain, The mediating effect of customer satisfaction on the relationship between electronic banking service quality and customer purchase intention: Evidence from the Qatar banking sector, SAGE Open 10 (2020), no. 2.
[11] K. Madavan and C. Vethirajan, Customer satisfaction on e-banking services of public and private sector banks in Puducherry Region– An empirical analysis, Int. J. Manage. (IJM), 11 (2020), no. 6, 649–664.
[12] A. Raza, R. Ahmad Rather, and U. Saeed Bhutta, An assessment of corporate social responsibility on customer company identification and loyalty in banking industry: a PLS-SEM analysis, Manage. Res. Rev. 43 (2020), no. 11, 1337–1370.
[13] G. Rodrigues, J. Sarabdeen, and S. Balasubramanian, Factors that influence consumer adoption of e-government services in the UAE: A UTAUT model perspective, J. Internet Commerce 15 (2016), no. 1, 18–39.
[14] G. Sanjuq, The impact of service quality delivery on customer satisfaction in the banking sector in Riyadh, Saudi Arabia, Int. J. Bus. Admin. 5 (2014), no. 4, 77.
International Journal of Nonlinear Analysis and Applications

Articles in Press, Corrected Proof
Available Online from 22 July 2025
  • Receive Date: 16 January 2024
  • Accept Date: 07 May 2024