Identifying and investigating the factors affecting the digital marketing ecosystem in the banking industry: A study on Bank Mellat

Today, banks operate in a dynamic environment so that they would try to know their digital marketing environment well enough in order to provide better services to customers. The purpose of this study is to identify the factors affecting the digital marketing ecosystem in the banking industry. The present study’s method is exploratory mixed in which both qualitative and quantitative analysis have been considered. We conducted a semi-structured interview in the qualitative part, with 16 experts of Bank Mellat who were selected by snowball sampling method to identify the factors affecting digital marketing ecosystem. Then, in the quantitative part, data were collected through a descriptive-survey method, distributing a questionnaire among 210 persons of the Bank’s employees. We used the Confirmatory factor analysis and structural equation modelling to analyse the data. Research results indicate that the digital marketing ecosystem consists of 2 main internal and external factors. The factors affecting the digital marketing ecosystem also include soft and hard and macro environmental factors. The results of structural equation modelling confirms the impact of these factors on the digital marketing ecosystem.