Ranking the effective dimensions of knowledge management on the acceptance of digital banking in the banking industry (Case study:Parsian Bank)

Document Type : Qualitative Research

Authors
Razyeh Ahmadi 1
Shaghayegh Sahraei 2
Tahereh Saheb 2
1 Master of IT Management, Department of Information Technology Management, Faculty of Management and Economics, Tarbiat Modares University, Tehran, Iran.
2 Assistant Professor, Department of Information Technology Management, Faculty of Management and Economics, Tarbiat Modares University, Tehran, Iran.
Abstract
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.
Keywords
Knowledge Management
Digital Banking
Ranking

Subjects

1. Prodromos D. C. & Vraimaki, H. (2009) ‘Knowledge-sharing behavior of bank employees in Greece’, Journal Business Process Management, Vol. 15 No. 2, pp.245-266.
2. Patrick S.W. Fong and Sonia K.Y. Choi, (2009) ‘The process of knowledge management in professional services firms in the construction industry: a critical assessment of both theory and practice’, Journal of Knowledge management, VOL. 13 NO. 2 pp.110-126.
3. Samar, S., Ghani, M., & Alnaser, F. (2017). Predicting customer’s intentions to use internet banking: the role of technology acceptance model (TAM) in e-banking. Management Science Letters, 7(11), 513-524.
4. Lopez, S. P., Montes Peon, J. M. & Ordas, J. Z. V. (2004). “Managing knowledge: The link between culture and organizational learning”, Journal of Knowledge Management, 8 (6), 93-104.
5. Barker, R. (2018). Knowledge management to prevent fraudulent e-banking transactions. Communities, 23, 71-86.
6. Özlem Yasar Ugurlu, Duygu Kizildag, (2013), A Comparative Analysis of Knowledge Management in Banking Sector: An Empirical Research.
7. Moqimi, Seyed Mohammad., Ramezan, Majid, (2011), Book of Knowledge Management and Information Technology, Publishing of Rahdan, pp. 54-57.
8. Wilson, D., Lin, X., Longstreet, P. & Sarker, S. (2011). Web 2.0: A Definition, Literature Review, and Directions for Future Research. Association for Information system AIS Electronic Library (AISeL).
9. Hung Y. C et al, (2011), Critical factors in adopting a kMS for the a. pharmaceutical industry, Industrial M & Data systems, vol. 105 No. 2, pp. 164 –183.
10. Paulen D. & Mason, D. (2009), New Zealand Knowledge Management: Barriers and Drivers of Knowledge Management Vptak. Journal of Knowledge Management, Vol 8, No 5, p14.
11. Ayo, C. K., Oni, A. A., Adewoye, O. J., & Eweoya, I. O. (2016). E-banking users’ behavior: e-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing, 34(3), 347-367.
12. Ghafari, H., & Ansari, S. (2018). Effect of five key factors on the implementation of core banking system. International Journal of Scientific Research and Management, 6(07).
13. Elmorshidy, A. (2018). The impact of knowledge management systems on innovation: An empirical investigation in Kuwait. VINE Journal of Information and Knowledge Management Systems, 48(3), 388-403.
14. Rama Bhardwaj, R., & Singh, H. )2018). Modeling the Effects of Intellectual Capital on Decision Making-A Study of Interaction Moderation with Knowledge Management Process. International Journal of Computer Applications, 975, 8887.
15. Agrawal, A., & Mukti, S. K. (2019) Knowledge Management to Minimize the Marketing Challenges using Strategic Management as a Tool.
16. Bratianu, C., Stanescu, D. F., & Mocanu, R., (2021), Exploring the Knowledge Management Impact on Business Education. Sustainability, 13(4), 2313.
17. kiani, N., Radfard, R. (2015). Identifying and Ranking Factors Effective on Organizational Productivity by DEMATEL Model. The Journal of Productivity Management, 9(4(35)), 111-130.
18. Molaei, S., SHAKERI, R., & YAGHOUBI, N. M. (2019). Personal Knowledge Management Influence on Innovative Culture and Performance in Knowledge Based Companies.‌
Organizational Resources Management Researches
Volume 12, Issue 4
March 2023
Pages 11-27