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Ahmadi R, Sahraei S, Saheb T. Ranking the effective dimensions of knowledge management on the acceptance of digital banking in the banking industry (Case study:Parsian Bank). ORMR 2023; 12 (4) :11-27
URL: http://ormr.modares.ac.ir/article-28-58441-en.html

Knowledge is one of the most important factors in the success of the banking system. Banks try to manage the existing knowledge in the organization more effectively and efficiently to improve their performance. Also, considering the important role of digital transformation in the development of organizations, banks try to not only maintain their market share but also surpass their competitors by focusing more on this area and moving towards digital banking. Therefore, efforts have been made to identify the affective dimensions of knowledge management that affect the acceptance of digital banking to rank these factors so that managers in the banking industry can, given the level of impact of these factors, strengthen their use in increasing The level of acceptance of digital banking by their customers. In the first phase of this research, a questionnaire designed to affect the affective dimensions of knowledge management on the acceptance of digital banking was completed by banking experts who are active in the field of knowledge management, information technology, and digital banking. After reviewing the opinions of experts, a pairwise comparison questionnaire was designed using the Delphi technique, and finally, using the Dimatel technique, the affective dimensions of knowledge management on digital banking acceptance were ranked. Since the purpose of the Dimatel technique is to determine how the elements influence each other, in examining the overall indicators, the IT index with the highest value is a strong penetrator and the client index with the lowest value is influenced by other factors.