شناسایی و رتبه‌بندی عوامل کلیدی مؤثر بر ارائه خدمات مالی
الموضوعات :
رضا شمگانی
1
,
بهاره بنی طالبی دهکردی
2
1 - گروه حسابداری، واحد شهرکرد، دانشگاه آزاد اسلامی، شهرکرد، ایران
2 - مرکز تحقیقات انرژی و محیط زیست، واحد شهرکرد، دانشگاه آزاد اسلامی، شهرکرد، ایران
الکلمات المفتاحية: آنتروپی شانون, خدمات مالی, فراترکیب,
ملخص المقالة :
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.
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