morteza najaf; ghasem blue; Jafar Babajani; Vajhollah Ghorbanizadeh
Volume 24, Issue 3 , October 2020, , Pages 51-89
Abstract
Banks, as one of the most important financial institutions, have an important role in the country's economy and always seek to provide products and services in accordance with the needs and desires of customers. Having the right banking approach and model can help provide services and products that ...
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Banks, as one of the most important financial institutions, have an important role in the country's economy and always seek to provide products and services in accordance with the needs and desires of customers. Having the right banking approach and model can help provide services and products that meet the needs of customers. One of these approaches to achieve this goal is a universal banking model that requires special factors to be implemented in the country.
This research has been conducted with the same purpose and in order to identify and analyze the factors affecting the implementation of universal banking in the banking system in the country.
For this purpose, fifty factors were identified through the study of the subject literature and interviews with experts and managers of the banking industry who have experience in implementing universal banking and were examined using the Delphi approach.
Factors were located in six general categories, customer; Infrastructure, process, structure, manpower and rules and regulations. Then, in order to identify the axial indicators, fuzzy cognitive map was used, the results of which showed that providing products tailored to customer needs has more focus than other factors.
Finally, using Impornace-Performance Analysis(IPA) the factors were further analyzed and the results showed that fifteen factors require vital attention.
Seyed Reza Jalali; Ali Kazemi; Azarnoosh Ansari
Volume 22, Issue 3 , December 2018, , Pages 104-132
Abstract
In this study, based on theoretical and quantitative researches, a conceptual model was presented for explaining different dimensions of research variables, such as designing brand performance model for banking service market of Iran based on customer – based brand equity. First, after reviewing ...
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In this study, based on theoretical and quantitative researches, a conceptual model was presented for explaining different dimensions of research variables, such as designing brand performance model for banking service market of Iran based on customer – based brand equity. First, after reviewing the literature, the original model was designed and then the initial conceptual model was completed and approved by the Delphi method and experts' opinion. Sampling was carried out based on the method of judging and snowball. The sample size was 30 executives, deputies and experts of the banking sector. Using the final version of the questionnaire which has the necessary and proper reliability and validity, by using stratified random cluster sampling. During one week at different hours, 399 individuals were surveyed from the customers of the eight branded public banks randomly by face-to-face interview. Following the identification of the constituent structures of each of the variables, also relations between them were examined. The results of the research showed that brand equity does not directly affect market performance from the customer’s perspective, but it is effective indirectly through the customer relationship equity. Also, among the structures constituting the brand equity and the customer relationship equity, all aspects except the brand differentiation and brand awareness, affect the characteristics of the customer relationship equity. Also, results showed that all the constituents of the customer relationship equity have a direct and significant effect on brand performance.