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

Document Type : Research Paper


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.


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.


Main Subjects

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