نوع مقاله : مقاله پژوهشی( کیفی )
نویسندگان
1 گروه مدیریت صنعتی، واحد بین الملل کیش، دانشگاه آزاد اسلامی، کیش، ایران
2 گروه مدیریت، واحد تهران جنوب، دانشگاه آزاد اسلامی، تهران، ایران
کلیدواژهها
عنوان مقاله English
نویسندگان English
This applied-developmental study aimed to identify the dimensions and constitutive elements of a fintech-based service delivery model, anchored in a customer-centric approach within the Iranian banking sector. Utilizing a qualitative methodological framework, data were collected through a comprehensive literature review and semi-structured interviews with purposefully selected banking executives until theoretical saturation was achieved. The collected data were processed through thematic coding and analysis using MAXQDA 2020. The findings indicate that the proposed model comprises five core dimensions: Technological Infrastructure and Capabilities (digital infrastructure, emerging financial technologies, cybersecurity and privacy, and technological integration); Customer Centricity (customer insight, customer experience, service personalization, and customer engagement); Digital Financial Services (diversity of fintech services and innovative tools, digital service quality, service accessibility, and financial service innovation); Banking Structure and Management (digital transformation strategy, organizational innovation culture, social responsibility, and banking sustainability); and the Institutional and Regulatory Environment (fintech laws and regulations, supervision and regulation, and institutional support).
کلیدواژهها English
