banking services

In today's world, accessibility and security of banking services for all members of society, particularly vulnerable groups such as the blind, are of utmost importance. With the increasing significance of digital banking, identifying and assessing risks related to accessibility and security of banking services for the blind has become a fundamental priority. This research aims to identify, evaluate, and prioritize the main risks associated with providing banking services to the blind and propose solutions to mitigate these risks. The goal is to improve the infrastructure and technologies used to significantly facilitate access to banking services for the blind. This study employs a combination of two methods fuzzy Failure Mode and Effects Analysis (FMEA) and Graph Neural Networks (GNN), to more accurately and comprehensively identify the relationships and interactions among risks.

This study was conducted in two main stages. In the first stage, the fuzzy FMEA method was used to identify and evaluate risks. Due to its capability to work with fuzzy numbers, this method is particularly suitable for analyzing the criteria of severity, occurrence, and detectability of risks under conditions of uncertainty. After collecting experts' opinions, these criteria were defuzzified into crisp values, and the risks were prioritized. The second stage involved applying the Graph Neural Network (GNN) method to model and analyze the complex dependencies and interrelationships among the risks. GNN, as a powerful machine learning tool, enables the examination of interdependencies among different criteria and nodes. The research data were gathered through surveys conducted with 12 experts in banking and specialized services for the blind. Each expert was presented with a questionnaire containing various pairs of risk criteria and was asked to assign a score between 0 and 4 to each pair. To reduce the impact of individual opinions and achieve a comprehensive assessment, the average scores given by the experts were used as the final weights of the relationships among the criteria in the graph.

The results of the fuzzy FMEA analysis revealed that "physical access," "economic inequalities," "digital divide," and "technological barriers" are among the most significant risks to the accessibility of banking services for the blind. The non-fuzzy Risk Priority Number (RPN) results indicated that the risks "physical access" and "economic inequalities" require the highest priority attention and demand special focus. The GNN analysis confirmed that some risks, such as physical access and technological barriers, have complex and mutual effects on other risks and play a crucial role in the network of relationships among criteria. Specifically, the criteria "economic inequalities" and "technological barriers" were identified as key influencing factors within the graph network. Addressing these risks can significantly improve the accessibility and banking experience for the blind. Furthermore, the findings emphasized that focusing solely on economic and technological aspects is insufficient; the interactions among these criteria must also be considered.

Enhancing access to banking services for the blind requires a multifaceted approach that simultaneously focuses on improving physical infrastructure, reducing economic inequalities, raising awareness and providing training on banking technologies, and strengthening information security. The findings of this study demonstrate that integrating fuzzy FMEA and GNN can effectively identify interactions and prioritize risks more accurately, providing a foundation for designing more comprehensive and impactful solutions to improve the accessibility of banking services for the blind. It is recommended that banks and financial institutions utilize these findings to implement inclusive solutions that enhance accessibility and user experience for the blind. Such efforts can ultimately increase customer satisfaction and trust, improving the credibility and social responsibility of banks.

The development of small and medium-sized businesses is an important factor in the economic development of countries, and all economists agree on the importance of this issue in the prosperity of production and economic growth. However, despite the great importance of these businesses in the economy, their lack of proper access to financial resources is recognized as one of the most important obstacles to the growth of this type of business. There are different ways to finance small and medium-sized businesses, but due to the bank-based structure of the Iranian economy and the lack of development of alternative financial instruments, banks still play a pivotal role in financing these businesses. The main issue of this research is to provide solutions to facilitate the access of small and medium businesses to Iranian banking services and then prioritize these strategies. The present study is descriptive-survey based on the applied purpose and based on the data collection method. In the present study, while examining global experiences and scientific resources related to the subject and also using the opinion of banking and entrepreneurship experts, 38 strategies to improve the access of small and medium businesses to banking services were identified and analyzed by content analysis method, then by TOPSIS method Were prioritized.

The services sector plays an increasingly important role in the global economy, so the value chain analysis can be helpful in this situation. Due to the different substance of the service, features of the service and its intangibility. In today's specific business environment, the Gabriel model has to be updated to Mach whit situation for evaluation and analysis. Therefore, the purpose of this study is to present a comprehensive services value chain model especially for bank.Metholology: In this research, qualitative content analysis was done to meet the purpose of the study. The codes are extracted from the literature and interviews with bank professionals. This part of the research is interpretive, and its direction of is development-applies, The approach is inductive-deductive, and the time horizon is cross-sectional. The statistical population in the qualitative section, like previous studies in this field is selected from through purposeful and judgmental sampling, and the sample size was determined based on theoretical saturation. In the quantitative part, the best-worst weight of each component of the value chain was determined, and the proposed model was evaluated in the supervision of Mellat Bank. The orientation of this part is development-applied. It introduces a new value chain in the field of services. The study approach is hybrid (inductive-deductive), inductive in that it tries to extract the components of the service value chain using previous studies, which can ultimately provide a model. It is deductive in the sense that the model is finally evaluated using a descriptive-survey method. The strategy of the present study is exploratory and mixed in that both quantitative and qualitative methods are used. This research is exploratory-descriptive according to its nature and goals. It should be noted that this research is also cross-sectional in terms of time.  After filtering the codes, some of them are removed and finally 107 codes were classified into index, concept, category and dimension. Finally, supply chain management, agility, marketing and sales management, corporate governance, and information and communication technology (ICT) were added to the value-added components of the Gabriel model. Next, the best-worst method (with the Excel 2016 software) was used to reveal the contribution of each value to the creation of components. ICT had the highest contribution, sustainability had at least According to the assessment, reliability and credibility, corporate governance, information, and communication technology and delivery system management are close to the minimum desired weight. Finally, Mellat Bank's status in the value chain was evaluated. The greatest gap between the current weight status and optimal is related to human resource management and supply chain management. This study provides a theatrical model that expresses valuable activities at the level of the banking industry and contributes to the literature in the field. The results of the quantitative section showed that the components of Mellat Bank are in relatively good conditions. Since this model tries to consider all the value-creating components in the field of banking services, it is recommended that bank managers and experts use the proposed model when making decisions so that they can maintain a competitive advantage in the right direction. Considering the value-added components mentioned in the model, banks can have the best performance in relation to the customer, provide their services, and attract and retain investors. The main function of the model is in the banking industry, but, because of its general nature, other service industries can also benefit from the results. Enriching the value chain with concepts such as sustainability, globalization, cooperation with competitors, intangible assets, flexibility and agility has led to the evolution of the value chain into a value network. Therefore, the value components obtained in this research should be cyclical and non-linear to lead to profitability and sustainability. The results of the quantitative section showed that information and communication technology with a weight of 12.16 was the most important factor, and stability with a weight of 2.79 was the least important one. Information and communication technology is a tool to achieve a competitive advantage, it has been developing rapidly in recent years, and it has already led to significant changes in the way businesses are run. This technology is at the heart of the banking sector. It has become necessary to pay attention to it in order to gain a competitive advantage. According to reliability assessments, corporate governance, information and communication technology and delivery system management are close to the desired minimum weight. The largest gap between the current and the optimal weights is related to human resource management and supply chain management.

Customer retention is one of the most important issues of any organization and finding a way to retain and maintain the customer is one of the critical needs of any organization. The main purpose of the present study in the field of machine learning is to focus on the problem of correctly identifying customer needs with a method based on extracting opinion and sentiment analysis and quantifying customers' sentiment orientation. In the other word, the main issue is to design a Recommender System to provide appropriate services in accordance with customer satisfaction, sentiment, and experiences. The proposed method is that customers' opinions and experiences are obtained by evaluating tweets containing hashtags with the titles and headings of banking services as statistical population, and after revision, it results in providing correlation scores in terms of people's sentiment score due to the tweets, cosine similarity and reliability, consideration of relevant characteristic groups as well as recorded ideas in the training and testing process, in the form of submitting personalized offer to receive banking services. In order to represent a recommending solution, suitable classification methods are used along with opinion mining methods and proper validation approach as well, and the terminal designed system with a little error will take steps to provide personalized services as well as help banking system. Since there is no thorough provision of banking services tailored to the customers’ situation, so in this regard, the mentioned system will be extremely beneficial.

The purpose of this study was to model and simulate the effect of electronic customer relationship management (E-CRM) on bank customer loyalty using systems dynamics methodology (SDM). E-CRM is one of the first strategic initiatives in today's industry that is becoming the main paradigm of relationship marketing in the e-world. The research method was descriptive and analytical, and the research environment has been one of the semi-public banks. In this paper, after studying E-CRM and customer loyalty and identifying their indicators, the problem boundary was determined by the SDM; E-CRM includes e-banking, customer support, security, surplus services, and related disruptions. Moreover, after a semi-structured Delphi interview, the status quo data and the desired conditions were determined. In this approach, combinations of diagrams, graphs and equations, models, causal loop diagrams and dynamic models were constructed and how variables change over time were represented. Finally, validation and simulation were performed by Vensim software and the results were presented. Findings indicated that with the improvement of each of the factors of E-CRM, customer loyalty also increases.

The aim of this study was to determine the effect of using supply chain management systems, supplier relations management, and resource planning on information technology in the banking management system (Case study: Bank Saderat of West Azerbaijan Province). The present study is applied in terms of purpose and descriptive and correlational in terms of data collection and based on structural equation modeling. The statistical population including senior managers, heads and managers of branches, heads of departments and banking services, and bankers of Bank Saderat of West Azerbaijan Province was 175 and the sample size was 120 based on Cochran's formula and was selected by stratified random sampling. Necessary data were obtained by field method and with the distribution of a questionnaire to test the hypotheses, structural equation modeling (SEM) through partial least squares (PLS) was used. The formal and content method was used to determine the validity of the questionnaire and Cronbach's alpha test was used to determine the reliability of the questionnaire, the results showed that this study has high validity and reliability. The research findings showed that the value of the t statistic whose value (t ‐value = 13.35) which is greater than 1.96 is at 95% level and according to the path coefficient (0.438) the effect of using organizational application systems It is a positive and significant in creating alignment of bank services on information technology in the banking management system. The main hypothesis test showed that the use of organizational application systems effectively aligns bank services with information technology in the banking management system of Bank Saderat in West Azerbaijan Province.

The purpose of this study is to "design and test the marketing model of banking services based on the data method of the systematic foundation in Bank Saderat Iran, which relies on a new paradigmatic model of banking services based on preferences affecting customers. In this research, the exploratory mixed method has been used. First, with the help of the systematic data quality method, the quality model of banking services has been extracted, then the method and structural equations, the model has been tested. In the banking services of Bank Saderat field, twenty-two components were obtained: improving the structure of the bank in terms of banking services, more presence and stabilization in the market, internal marketing realization, marketing strategies style, service method, management structure, management Human resources, market orientation (customer orientation and competitiveness), value creation for the customer, customer and community relations, branding and branding, physical facilities, process improvement, customer orientation, customer information management, electronic services, staff, advertising, pricing, Product/service, distribution. In this model, the main and central category is creating value for the customer in banking. Price, distribution, advertising, and staff are causal factors. Customer orientation, processes, information management, customers, and process electronification are the underlying factors. Physical facilities, brand, branding, and bank communications are intervening factors. Improving management structures, improving marketing strategies, market orientation, human resource management, and improving service delivery are the model strategies, and finally, more established presence in the market, improving the bank structure and the internal marketing realization is the consequences of the model.

The present research is a descriptive and descriptive method for collecting data, which is a survey carried out at some point in time. The statistical population of the study is small and medium sized businesses in the cities of Tehran and Mashhad. Based on this, using the bank's information and statistics, and the use of the classification by the bank of businesses, 133 businesses a sampled and selected by available sampling. The data collection tool is a questionnaire. Reliability of the questionnaire is verified using Cronbach's alpha and its validity with content validity and structural validity (confirmatory factor analysis). Also, the KMO and Bartlet index are used for the adequacy of the sample. For statistical analyzes, ANOVA and ANOVA tests are used. Among the services available, there is a reduction in bureaucracy to receive facilities, fair prices, working capital facilities, and increased repayment times. What is prioritized in the face-to-face service is the speed and security after which, such as speed of work, less paperwork, quick service and quick response, are a top priority for customers.

A review of the trends in the banking system in our country also confirms the fact that financial services providers, In this regard, the aim of the present study is to design and implement a value creation model for bank customers in the process of creating a common brand value. According to its objectives and in terms of the process of doing the work, the present research is a descriptive research and exploratory survey. The statistical population in the qualitative section is composed of bank managers of Bank shahr branches located in Tehran province, which was interviewed by targeted method until theoretical saturation, The statistical population of the quantitative section includes all the customers of Bank shahr located in Tehran provincem. Qualitative interview and in a small part of the questionnaire was used, the validity of which was confirmed by expert opinions and reliability with Cronbach's alpha. In order to analyze the data, qualitative content analysis and structural equations were used with PLS2 software. The results showed that The dimensions of the model include customer motivation, customer value, organizational factors, customer experience, customer loyalty and image They are the mind of the customer and the model has a goodfit

Studies show that one of the best ways for an organization to grow and excel is to build and nurture communities in the digital world. The great importance and impact of banks in the development of society requires their strong presence in the field of digital and social networks. Social networks have become a powerful force in shaping various aspects of business. This effect can be evaluated from different aspects. Customer movement towards new media, low effectiveness of advertising, the importance of word-of-mouth advertising, especially in cyberspace, access to a large number of customers and markets, limited opportunities such as cyberspace in creating and developing communication, social networking capabilities in providing And selling products, strengthening the brand is one of the most important effects of social networks in business. Banks, as one of the most important players in the field of business and commerce, are no exception to this rule, so that we see their more active presence in social networks every day. In line with the strategies adopted, they pay special attention to social networks as a new paradigm in dealing with their customers. For this reason, in this article, we will take a look at social networks and the future of banks' relationship with their customers in this way.

Reviewing and evaluating the effectiveness of propaganda can serve as a criterion for converting weaknesses into strengths and adjusting its budget. Also, identifying the factors affecting the effectiveness of advertising can lead to its more professional design and implementation. The purpose of this study is to explain and prioritize the factors affecting the effectiveness of modern economy bank propaganda in Iran. The study population consisted of 50 scientific and organizational experts. According to the research literature, effective criteria and sub-criteria have been extracted. The final indices were extracted using fuzzy Delphi technique and according to experts. Then, using fuzzy AHP method, the ranking of criteria is discussed. The extracted criteria are: demographic characteristics, emotions and individual attitudes of the audience, appearance characteristics of the message, message content, market characteristics, cultural, economic, design and nature of services, advertising methods. The results showed that advertising methods, design and nature of services, message characteristics, personal emotions and attitudes of the audience, demographic characteristics, message content, economic, market characteristics, culture, ranked first to ninth, respectively. dedicated.

Despite the importance and impact of banks on community development and growth, there is very low research about the sustainability of the banking supply chain. The purpose of this research is to identify the main dimensions and components of Stability of banking services supply chain and provide it for implementation in the banking system. In this research, the statistical population consists of supervisors, senior experts (senior bank managers), second-level experts (middle managers), and quantitative phase consist third-level experts (40 supply chain experts) Then, the coding process, final codes, concepts, and subcategories were extracted and the conceptual model of the research was presented. In this research, two qualitative and quantitative research methods were used. In the qualitative method, the grounded theory is used and in the second phase of the research (quantitative phase), using statistical methods of validity and reliability, the causal relations between the model indicators are examined. For data analysis, structural equation modeling (SEM) in SMART PLS software environment, gray DEMATEL analysis, and exploratory and confirmatory factor analysis were used. According to the analysis of the above-mentioned methods and after confirmation by the experts consisting six main dimensions (causative conditions, intervening conditions, contextual conditions, strategies and policies of sustainability, processes, and actions, and outcomes and consequences), the final model was presented

The present study aims to design a model to manage the experience of banking service customers. The research method is qualitative. Data collection and data analysis were conducted based on the grounded theory method. This method was practiced through open, axial and selective coding. The data were obtained from field and library studies. Generally, the data were gathered as open codes through interviews with academic and industrial experts. Then, they were classified and filtered by setting up relations between the micro and the macro categories and, finally, validated and edited. The final model of the study was based on brand experience, service experience (service provider) and after-use experience. Also, micro dimensions and the corresponding propositions in banking industry were identified and discussed.

The aim of this study is to analyze the literature on factors affecting customers' preferences in selecting banks and determining variables and determining the effect size of effective variables on customer preferences in selecting banks. Banks are required to understand the behavior and needs of consumers in the basin to preserve their customers and to gain a greater share of the consumer market, and given that several studies have been done in this regard, and since these studies have the ability to control and The control of research environment, samples and methods, measurement tools from research to research is different, the results of research are different and sometimes contradictory, so doing combined research that extracts the research done on this topic in a systematic way And science-based research is of great importance. A total of 15 studies were selected and examined with CMA2 software. The results indicate that the following factors have contributed to the preferences of customers in choosing banks: 1. Financial facilities 2. Bank confidence 3. Method of dealing with employees 4. Providing banking services 5. Physical and spatial conditions 6. New and advanced technology 7 -reputation and validity of bank 8- Security and information preservation 9.the cost of providing services  10 - Quick access to the Bank 11. Marketing.

Not only enhance the attractiveness of e-service quality, and extended free choice, and compare product information display is Safe and secure environment but also enhance customer loyality and customer satisfaction and therefore loyalty is to the company.Today, banks are trying for attract customers and maintain their market share by delivering the innovative services using e-banking. Banks always increase new electronic channels into their current services. Because of the loyal customers is the main factor of organizational success, obtaining Loyalty is the concept that in today's business has been considered by organizations.In this study different parts of customer experience management that include functional, mechanic and humanic Clues are evaluated also its relationship with customer loyalty in e-banking services examined. The result showed there is positive correlation between different parts of CEM and Continuous use in e-banking services. In this study, questionnaires were used for data collection. Respectively, to identify and prioritize determinative factors, correlation analysis and artificial neural networks were used. Results showed that in order of importance, Quality of service, loyalty, trust, satisfaction, customer expectations, attractiveness, competence of staff, ease of use are factors that determine customers’ repeat patronage of e-banking services.

In the current conditions, Compliance environmental, social and moral issues for various organizations is more than a slogan and recommendation and has tended to operation. The concept of social responsibility as one of the responsibilities of organizations finds its place. This concept not as part of the legal responsibilities of organizations now, but as a custom or tradition is Considered. The purpose of this study is Survey relationship between corporate social responsibility and respect for consumer’s rights in Bukan city's banking system. This study based on purpose of research is the applied research and based on method of research is descriptive survey. To test the research hypotheses, a sample 388 people of citizens and a sample 81 staffs of bank, were selected by simple random sampling. In this study, a questionnaire was used for data collection. The results show that all aspects of social responsibility (economic, legal, ethical and charitable donations) has a positive and significant correlation with consumer rights. The results of the relationship between social responsibility and the rights of the consumer indicates a relatively strong relationship between these two variables.

In the high competitive modern banking era، the ability of attracting financial resources has been transformed to one of the principal pre-requirements of effective function and preserving the banks. Hence، the banks have turned to the strategies such as electronic banking development to develop their capabilities. This research shows that how and to what extent applying various electronic banking can develop the banks capabilities in attracting the financial resources by encouraging people to invest in these banks. The research method is descriptive and solidarity type. The population of its interest consists of the customers of Ansar bank branches in Tehran state that is taken by random sampling، and 440 of them were selected as the population of interest. The results of the research indicate that all 13 studied electronic banking systems have meaningful and positive relationship with the bank capabilities in attracting financial resources، and among them 3 systems of point of sale (POS) and PAYA system (financial resources barter) and Telephonbank system have the most positive relation with attraction of financial bank resources. These results show that the electronic banking development is an effective factor in encouraging people to invest in studied banks. On this basis، practical and theoretical recommendations are provided for managers and researchers.

in order to attract the customers، it’s really needed to consider the elements they take in to account in evaluating a company. New banks attempts in stealing the customers from the experienced bank especially in retail banks prove the importance of such topic. The main purpose of this research is to identify the criteria by which a customer chooses a bank in retail banking in competitive market. Doing so، 166 evaluating criteria were extracted using field study، interviews with 43customers، back office and front office in several banks. After reconsidering the criteria by the experts، they were reduced to 50 elements and distributed as a pre-test among 60 customers. After validity and reliability test by «Stage random sampling» and «Cochran method» 669 samples were obtained. 678 questionnaires were confirmed out of 810. In order to identify and analyze these factors، by «factor analysis method»، 45 questions were remained، The identified factors are as follows: Employees and trust، Quality and ease of service، Up to date technology and techniques، Physical appearance، Variety of services، investment، credits and loan، cost، reputation، convenience، incentives. Among these factors، employee and trust by 13،317 percent of variance were recognized as most important ones.