شناسایی و رتبه‌بندی عوامل کلیدی مؤثر بر ارائه خدمات مالی
محورهای موضوعی : نقش حسابداری و حسابرسی در انضباط و سلامت مالی
رضا شمگانی
1
,
بهاره بنی طالبی دهکردی
2
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1 - گروه حسابداری، واحد شهرکرد، دانشگاه آزاد اسلامی، شهرکرد، ایران
2 - مرکز تحقیقات انرژی و محیط زیست، واحد شهرکرد، دانشگاه آزاد اسلامی، شهرکرد، ایران
کلید واژه: آنتروپی شانون, خدمات مالی, فراترکیب,
چکیده مقاله :
هدف: هدف اصلی این پژوهش، ارائه مدلی مفهومی برای شناسایی و رتبه‌بندی عوامل کلیدی اثرگذار بر خدمات مالی است.
روش‌شناسی: این پژوهش از لحاظ رویکرد، استقرایی و از لحاظ روش شناسی آمیخته با استفاده از رویکرد فراترکیب و تحلیل آنتروپی شانون است. شیوه گردآوری داده ها میدانی و کتابخانه ای است و از نظر راهبرد، پیمایشی و از لحاظ هدف، توصیفی می باشد. در فاز کیفی، با بهره‌گیری از مدل هفت مرحله‌ای سندلوسکی و بارسو (2007)، مطالعات داخلی و خارجی بین سال‌های 2013 تا 2024 بررسی و تحلیل شدند و از طریق مصاحبه با 12 نفر از خبرگان، پرسشنامه استخراج شده مورد ارزیابی و تجزیه و تحلیل قرار گرفت تا در نهایت مولفه های موثر در مدل مفهومی شناسایی و استخراج شد. در فاز کمی نیز، عوامل شناسایی شده با روش آنتروپی شانون رتبه‌بندی شدند.
یافته‌ها: یافته‌ها نشان داد که مدل مفهومی خدمات مالی شامل شش بعد اصلی و 39 معیار است که مهم‌ترین آن‌ها شامل یکپارچگی و تعامل‌پذیری، تجربه مشتری و شخصی‌سازی خدمات و دسترسی و شمول مالی هستند. این عوامل از روایی و پایایی مناسبی برخوردارند.
دانش افزایی: این پژوهش با شناسایی مولفه های اصلی مدل شامل دسترسی و شمول مالی، سرعت و کارایی خدمات، امنیت و مدیریت ریسک، تجربه مشتری و شخصی‌سازی خدمات، یکپارچگی و تعامل‌پذیری، نوآوری و توسعه محصولات مالی از منظر دانشی به تبیین خدمات مالی در بازار ایران پرداخته است که می‌تواند به سیاست‌گذاران و مدیران در بهبود کارایی خدمات مالی و افزایش رضایت مشتریان کمک کند.
Purpose: The main objective of this research is to present a conceptual model for identifying and ranking key factors affecting financial services.
Methodology: This research is inductive in approach and mixed in methodology using the meta-synthesis and Shannon entropy analysis approach. The data collection method is field and library, and it is survey in strategy and descriptive in purpose. In the qualitative phase, using the seven-step model of Sandelowski & Barso (2007), domestic and foreign studies between 2013 and 2024 were reviewed and analyzed, and through interviews with 12 experts, the extracted questionnaire was evaluated and analyzed until finally the effective components in the conceptual model were identified and extracted. In the quantitative phase, the identified factors were ranked using the Shannon entropy method
Findings: The findings showed that the conceptual model of financial services includes six main dimensions and 39 criteria, the most important of which are integration and interoperability, customer experience and service personalization, and financial access and inclusion. These factors have good validity and reliability.
Originality: This study, by identifying the main components of the model, including financial access and inclusion, speed and efficiency of services, security and risk management, customer experience and service personalization, integration and interoperability, innovation and development of financial products, has explained financial services in the Iranian market from a knowledge perspective, which can help policymakers and managers in improving the efficiency of financial services and increasing customer satisfaction.
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