Fuzzy Cognitive Map for the Factors of the Banking Services Supply Chain Improvement
الموضوعات : مجله بین المللی علوم اجتماعیBita Talaeezadeh 1 , Mahmoud Modiri 2 , Kiamars Fathi 3 , Gholamreza Hashemzadeh Khorasgani 4
1 - Ph.D. Student, Department of Industrial Management, South Tehran Branch, Islamic Azad University, Tehran, Iran
2 - Department of Industrial Management, South Tehran Branch, Islamic Azad University, Tehran, Iran
3 - Department of Industrial Management, South Tehran Branch, Islamic Azad University, Tehran, Iran
4 - Department of Industrial Management, South Tehran Branch, Islamic Azad University, Tehran, Iran
الکلمات المفتاحية: Supply chain, service innovation and development, organizational management and human resources, market and customer relations, and financial and operational sustainability of the supply chain,
ملخص المقالة :
Purpose: The banking services supply chain is considered one of the vital pillars in improving quality and increasing customer satisfaction. Identifying and articulating the factors that affect this supply chain plays an important role in enhancing banks’ performance and achieving their strategic objectives. The complexities inherent in the banking industry have made the scientific examination of the various dimensions of the supply chain even more necessary. In this regard, the present study identifies and determines the causal relationships among the factors of the banking services supply chain.
Method: This study adopts a mixed (qual-quant) design. To collect data, we used interviews, consisting of a field stage (semi-structured interviews with experts to clarify the factors influencing the supply chain for the improvement of banking services). For this purpose, using purposive sampling, 9 exploratory interviews were analyzed. The population for the quantitative phase consisted of mid-level managers and senior deputies at Karafarin Bank, and accordingly 10 Karafarin Bank experts were selected.
Conclusion: Given the importance of the financial and operational sustainability of the supply chain in improving banking services, focusing on components such as transparency, robustness, and productivity helps increase investor confidence and facilitates regulatory processes. Increases in revenues, reductions in costs, and operational risk play important roles in organizational viability and in enhancing the bank’s speed of response. Improving these components ensures the sustainability of the supply chain and preserves profitability. Overall, moving toward a sustainable supply chain leads to increased competitiveness and long-term success for banks.
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