تحلیل ساختاری نوآوری خدمات بانکداری الکترونیک با تأکید 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 استادیار گروه مدیریت صنعتی، دانشکده مدیریت و حسابداری، واحد کرج، دانشگاه آزاد اسلامی، تهران، ایران.

چکیده

به رغم اهمیت بانکداری الکترونیک، تحقیقات کافی در خصوص نوآوری خدمات این بخش و ارتباط آن با قابلیت‌های پویا انجام نشده است. هدف اصلی پژوهش حاضر تعیین ارتباطات و میزان اثربخشی مؤلفه‌های نوآوری خدمات بانکداری الکترونیک بر اساس قابلیت‌‌های پویا می‌باشد. برای گردآوری اطلاعات از مصاحبه‌های عمیق نیمه ساختار با 25 نفر از خبرگان انجام شد . نمونه گیری به روش نظری و به صورت هدفمند انجام گرفت بطوریکه مجموعه‌ای از مضامین اولیه طی فرایند کدگذاری باز گردآوری شد.در ادامه با استفاده از روش دلفی فازی، 13 زیرشاخص برای نوآوری خدمات و 17 زیرشاخص برای قابلیت‌‌های پویا استخراج و با روش تحلیل عاملی تأییدی مورد تأیید قرار گرفت. شاخص‌های نوآوری خدمات و قابلیت‌‌های پویا بر اساس مبانی نظری، در 11 شاخص اصلی دسته‌بندی شده و در قالب مفهوم کلی وارد تحلیل مدلسازی ساختاری تفسیری/ میک‌مک فازی شدند و با ارائه رویکردی نو نسبت به محاسبه ارزش شاخص‌ها اقدام گردید. نتایج نشان داد که میزان اثربخشی شاخص شاخص «ادراک نیازهای کاربر و گزینه‌های فناورانه»، «مدل‌های درآمدی جدید» و «مفهوم جدید خدمت» از سایر شاخص‌ها بهتر و بالعکس میزان اثربخشی شاخص «سیستم جدید تحویل خدمات - جزء فناورانه»، «تعامل جدید با مشتری» و «مقیاس دهی و بسط» از شاخص‌های دیگر ضعیف‌تر می‌باشد.

کلیدواژه‌ها

موضوعات

عنوان مقاله [English]

Structural analysis of e-banking services innovation with emphasis on dynamic capabilities

نویسندگان [English]

  • Ali Etemadifard 1
  • Seyed Kamal Tabaian 2
  • Abbas Khamseh 3
1 Islamic Azad University, Science and Research Branch, Tehran, Iran
2 Faculty of Management, Malek Ashtar University of Technology, Tehran, Iran
3 Assistant professor of Department of Industrial Management, College of Management and Accounting, Karaj Branch, Islamic Azad University, Karaj, Iran.
چکیده [English]

Despite the importance of e-banking, not enough research has been done on the service innovation of this sector and its relationship with dynamic capabilities. The purpose of this study is to determine the relationships and effectiveness of the components of e-banking services innovation based on dynamic capabilities. To collect information, in-depth semi-structured interviews were conducted with 25 experts. Sampling was done in a theoretical and purposeful way, so that a set of primary themes was collected during the recoding process. First, 13 sub-indicators for service innovation and 17 sub-indicators for dynamic capabilities were extracted using fuzzy Delphi method and confirmed by confirmatory factor analysis. Indicators of service innovation and dynamic capabilities based on theoretical foundations were classified into 11 main indicators and in the form of a general concept entered into the analysis of interpretive structural modeling / fuzzy MICMAC and presented a new approach to calculate the value of indicators. The results showed that the effectiveness of the index "Sensing user", "New revenue model" and "New concept of service" is better than other indicators and vice versa The effectiveness of the index "New technological service delivery System", "New customer interaction" and "Scaling and Stretching" are weaker than other indicators.

کلیدواژه‌ها [English]

  • Innovation
  • dynamic capabilities
  • electronic banking services
  • Confirmatory Factor Analysis
  • Interpretive-Structural Modeling (ISM)

مراجع

Adeniran T. V. (2011). An investigation of how South African small and medium enterprises use ICT and dynamic capabilities to achieve competitive advantage (Doctoral dissertation). Cape Town, South Africa: University of Cape Town. www. https://open.uct.ac.za/handle/11427/10002
Barney, J., (1991). Firm Resources and Sustanined Competitive Advantage. Journal of Management, 17, 99-120. https://doi.org/10.1177/014920639101700108
Barrett, M., Davidson, E., Prabhu, J. & Vargo, S., (2015). Service Innovation in the Digital Age: Key Contributions and Future Directions. MIS Quarterly, Volume 39, pp. 135-154. https://doi.org/10.25300/MISQ/2015/39:1.03
Blum, C. (2022). Designing Industrial Companies Procedural Backbone to Master Digital Service Innovation A Dynamic Capabilities Perspective. Thesis (Doctoral), Universität St. Gallen. https://www.alexandria.unisg.ch/265923/1/Dis5164.pdf
Central Bank of Iran. 2022. Statistics of electronic payment tools and equipment. [Online] Available at: https://www.cbi.ir/simplelist/15725.aspx. [In Persian]
Darawong, C., (2018). Dynamic capabilities of new product development teams in perfoming radical innovation projects. International Journal of Innovation Science, 10(3), 333-349. https://doi.org/10.1108/IJIS-07-2017-0060
De Vries, E. J., (2006). Innovation in services in networks of organizations and in the distribution of services. Research Policy, Volume 35(7), pp. 1037-1051. https://doi.org/10.1016/j.respol.2006.05.006
Den Hertog, P. (2000). Knowledge-Intensive Business Services as Co-Producers of Innovation. International Journal of Innovation Management, 491-528. https://doi.org/10.1142/S136391960000024X
Den Hertog, P., Aa, V. & Jong, M., (2010). Capabilities for managing service innovation: towards a conceptual framework. Journal of Service Management, Volume 21, pp. 490-514. https://doi.org/10.1108/09564231011066123
Eisenhardt, K. & Martin, J. A., (2000). Dynamic capabilities: what are they? Strategic Management Journal, 21, 1105-1121. https://dx.doi.org/10.1002/1097-0266(200010/11)21:10/113.0.CO;2-E
Etemadifard, A., Tabaian, S. K., Khamseh, A., & Pilevari Salmasi, N. (2022). Presenting a causal model of e-banking services innovation based on dynamic capabilities. Innovation Management Journal, 10(4), 121-147. [In Persian] www.nowavari.ir/article_145870.html
Falaki Kolori,S. Z., Tadbiri,S., Afsharnejad, A., Majidi, M. (2021). Designing a Hybrid Model Based on Mick McFuzzy Approaches and Network Analysis Process to Evaluate the Indicators of Coaching Competencies in Tejarat Bank. Quarterly Journal of Training and Development of Human Resources, 30(8), 334-358. [In Persian] http://istd.saminatech.ir/Article/31344
Fallon-Byrne, L. & Harney, B., (2017). Microfoundations of dynamic capabilities for innovation: a review and research agenda. Irish Journal of Management, 36 (1), 21-31. https://doi.org/10.1515/ijm-2017-0004
Ghaderifar, I., Moazen Jamshidi, M., Arfa ,A. (2021). Presenting a Model to Improve the Performance of Government Organizations with Emphasis on Innovation and Organizational Values: An Interpretive Structural Modeling Approach. Journal of Innovation and Value Creation, 19(10), 87-104. [In Persian] http://journalie.ir/Article/27251
Gadrey, J., Gallouj , F. & Weinstein, O., (1995). New Modes of Innovation: How services benefit. International Journal of Service Industry Management, pp. 4-16. https://doi.org/10.1108/09564239510091321
Gallouj, F. and Weinstein, O. (1997) Innovation in services, Research Policy, 26, pp.21–30. https://doi.org/10.1016/S0048-7333(97)00030-9
Hair, J.F., Hult, T.M., Ringle, C.M. and Sarsted, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). California: SAGE Publications, Inc. https://doi.org/10.1108/EBR-10-2013-0128
Hsu, C. & Sandford, B., )2007(. The Delphi Technique: Making Sense of Consensus. Practical Assessment. Research and Evaluation, Volume 12, p. 10. https://doi.org/10.1080/13662716.2017.1414758
Janssen, . M. J., Castaldi, C. & Alexiev, A. S., (2018). In the vanguard of openness: Which dynamic capabilities are essential for innovative KIBS firms to develop?. Industry and Innovation, 25, 432–457. https://doi.org/10.1080/13662716.2017.1414758
Jindal, A., Sangwan, K. S. (2013). Development of an interpretive structural model of drivers for reverse logistics implementation in Indian industry. International Journal of Business Performance and Supply Chain Modelling, 5(4), 325-342. https://doi.org/10.1504/IJBPSCM.2013.058201
Kindström, D., Kowalkowski, C. & Sandberg, E., (2012). Enabling service innovation: A dynamic capabilities approach. Journal of Business Research, 66(8), p. 1063–1073. https://doi.org/10.1016/j.jbusres.2012.03.003
Lavandoski, J., Vargas-Sánchez, A., Pinto, P. and Silva, J. A. (2017) Indutores e efeitos do desenvolvimento do Enoturismo, Turismo – Visão e Ação, 19(3), 458-486. https://doi.org/10.14210/rtva.v19n3.p458-486
Mahdavi Mazdeh, M., Jafari, M., Kahrizi, A., & Hosseini Khamseh Motlagh, A. (2020). Microfoundations of Dynamic Capabilities in Service Innovation of Manufacturing Firms (Studied Case: SAIPA Automotive Company). Innovation Management Journal, 8(4), 1-31. [In Persian] www.nowavari.ir/article_102630.html?lang=en
Milbratz, T. C., Gomes, G. & De Montreuil Carmona, ,. L. J., (2020). Influence of learning and service innovation on performance Evidences in Brazilian architectural KIBS. INMR - Innovation & Management Review, Volume Vol. 17 No. 2, pp. 157-175. https://doi.org/10.1108/INMR-02-2019-0020
Okoli, C. , & Pawlowski, S. D. (2004). The Delphi method as a research tool: An example, design considerations and applications. Information & Management, 42(1), 15–29. https://doi.org/10.1016/j.im.2003.11.002
Ostrom, A. L., Bitner, M. J., Brown, S. W., Burkhard, K. A., Goul, M., Smith-Daniels, V., Demirkan, H., & Rabinovich, E. (2010). Moving forward and making a difference: Research priorities for the science of service. Journal of Service Research, 13(1), 4-36. https://doi.org/10.1177/1094670509357
Pavlou, P. A. & El Sawy, O. A., (2011). Understanding the elusive black box of dynamic capabilities. Decision Sciences, Volume 42(1), pp. 239-273. https://doi.org/10.1111/j.1540-5915.2010.00287.x
Pilawa, J., Witell, L., Valtakoski, A., Kristensson, P.(2022), Service innovativeness in retailing: Increasing the relative attractiveness during the COVID-19 pandemic, Journal of Retailing and Consumer Services, Volume 67, 102962. https://doi.org/10.1016/j.jretconser.2022.102962
Randhawa, K., & Scerri, M. (2015). Service Innovation: A Review of the Literature. London: Springer-Verlag. https://doi.org/10.1007/978-1-4471-6590-3_2
Ravi,V., & Shankar, R. (2005). Analysis of interactions among the barriers of reverse logistics. Technol. Forecast. Soc. Change, 72(8), 1011-1029.  https://doi.org/10.1016/j.techfore.2004.07.002
Rodrigues, B. C. B., Gohr, C. F. & Calazans, Á. M. B., (2020). Dynamic capabilities for sustainable innovation: the case of a footwear company in Brazil. Production. https://doi.org/10.1590/01036513.20190108.
Shuangqi, L. (2020),  Sustainable innovation in nature-based tourism from the  perspective of dynamic capabilities, Master’s thesis,  Campus Gotland, Uppsala University, Sweden. https://www.diva-portal.org/smash/get/diva2:1446062/FULLTEXT01.pdf
Sindhu, S.; Nehra,V. and Luthra, S. 2016. Identification and analysis of barriers in implementation of solar energy in Indian rural sector using integrated ISM and fuzzy MICMAC approach. Renewable and Sustainable Energy Reviews. 62:70-88. https://doi.org/10.1016/j.rser.2016.04.033
Teece, D. J., (2007). Explicating Dynamic Capabilities: The Nature And Microfoundation Of (Sustainable) Enterprise Performance. Strategic Management Journal, 28(13), 1319–1350. https://doi.org/10.1002/smj.640
Teece, D. J., Pisano, G. & Shuen, A., (1997). Dynamic capabilities and strategic management. Strategic Management Journal, 18, 509-533. https://doi.org/10.1002/(SICI)1097-0266(199708)18:7<509::AID-SMJ882>3.0.CO;2-Z
Tsou, H.-T. & Chen, J.-S., (2020). Dynamic capabilities, human capital and service innovation: the case of Taiwan ICT industry. Asian Journal of Technology Innovation, 28, 181. https://doi.org/10.1080/19761597.2020.1719852
Verona, G. & Ravasi, D., (2003). Unbundling dynamic capabilities: an exploratory study of continuous product innovation. Industrial and Corporate Change, Volume 12 (3), p. 577–606. https://doi.org/10.1093/icc/12.3.577
Zahra, S. & George, G.(2002).Absorptive capacity: A review, reconceptualization and extension. Academy of Management Review,27,185-203. https://doi.org/10.5465/amr.2002.6587995
Zhao, Q., Tsai, P. & Wang, J., (2019). Improving financial service innovation strategies for enhancing China’s banking industry competitive advantage during the fintech revolution: a hybrid MCDM model. Sustainability, 11(5), 1419. https://doi.org/10.3390/su11051419
مدیریت توسعه فناوری
دوره 10، شماره 4
اسفند 1401
صفحه 9-36

فایل ها

سابقه مقاله

  • تاریخ دریافت: 18 بهمن 1400
  • تاریخ بازنگری: 24 دی 1401
  • تاریخ پذیرش: 09 اسفند 1401

هم رسانی

ارجاع به این مقاله

آمار