Analysis of Importance-Performance Matrix (IPMA) for FinTech Indicators in the Institutional Banking Environment

The aim of this research is to analyze the Importance-Performance Matrix (IPMA) of FinTech indicators in the institutional banking environment. 

This research is applied in nature, with a descriptive-analytical method, and it was conducted as a cross-sectional survey. The nature of the research is exploratory mixed-method, combining qualitative (Delphi method) and quantitative (Importance-Performance analysis) approaches. The statistical population in the qualitative section includes banking experts with PhDs in financial management and information and communication technology, and in the quantitative section, it includes an unlimited number of banking customers. A purposive sampling method was used to select participants for the qualitative section, and for the quantitative section, 384 individuals were determined based on Cochran's formula. Semi-structured interviews were used to identify the desired components in the Delphi technique. In the quantitative section, to determine the relationships between variables and the related importance coefficients, the partial least squares method (PLS) was used, and the ranking of components was conducted using the Importance-Performance Matrix analysis. Based on the Delphi results, a researcher-developed questionnaire was used in the quantitative section. In the qualitative section, EXCEL software was used, and in the quantitative section, SMARTPLS software was employed. 

Based on the Delphi technique, 17 components and 5 dimensions were identified in the FinTech evaluation model within the institutional banking environment. The identified themes include performance management, FinTech efficiency in the banking industry, customer identification, FinTech implementation infrastructure, and bank objectives and planning based on FinTech. 

According to the Importance-Performance Matrix, performance management ranks at the highest level, followed by FinTech efficiency in the banking industry and bank objectives and planning based on FinTech