Identifying and ranking key factors affecting the provision of financial services

Subject Areas : Role of Accounting & Auditing in Financial Discipline and Soundness

Reza Shamgani ¹ , Bahareh Banitalebi Dehkordi ^{2 *}

1 - Department of Accounting, Shahrekord Branch, Islamic Azad University, Shahrekord, Iran
2 - Energy and environment research center, Shahrekord Branch, Islamic Azad University, Shahrekord, Iran

Received: 2025-03-29 Accepted : 2025-07-28 Published : 2025-07-28

Keywords: Financial services, Meta-Synthesis, Shannon Entropy,

Abstract :

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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