نوع مقاله : مقاله پژوهشی
نویسندگان
1 دانشجوی دکتری مدیریت صنعتی، دانشگاه سمنان، سمنان، ایران.
2 استاد، گروه مدیریت بازرگانی، دانشگاه سمنان، سمنان، ایران.
3 دانشیار، گروه مدیریت صنعتی، دانشگاه سمنان، سمنان، ایران.
چکیده
کلیدواژه‌ها
موضوعات
عنوان مقاله [English]
نویسندگان [English]
Purpose: In the age of information, increasing the competition of banks in order to achieve a greater share of the monetary and financial market of the country has caused more, more detailed and deeper attention to the needs and demands of customers. Creating maximum satisfaction in customers in the first stage requires understanding their needs and demands and then converting these demands into suitable services. Considering the ever-increasing complexity of financial and banking systems, this can only be achieved by creating codified and systematic methods that turn these concepts into an organizational process. On the other hand, with the changing needs, demands and expectations of the customers, it is necessary to first determine what the customer wants and then provide the means to fulfill it. The extensive changes in the banking system and services, the competitive and rapidly changing environment in which banks are forced to operate, and the attention to the fact that continuous provision of superior quality services compared to competitors can create a better competitive advantage, make them eager to They have changed their attitude towards customer satisfaction and improving service quality. Therefore, due to the characteristics of digital environments, banks have no choice but to become digital banks and must completely fill the gap between the physical and digital worlds at the appropriate time. Banks' journey towards customer centricity should begin with the use of digital technologies and through the creation of targeted partnerships and re-engineering of the current processes and structure of banks in the context of the digital banking ecosystem. In this way, the aim of the current research is the bibliometric analysis of the scientific productions published in the Scopus scientific database on the topic of digital banking from the beginning until now and illustrating the scientific map of the world (during the last 66 years). In scientometric research, the first point that should be considered is the importance of quantitative and qualitative information about the subject under investigation. Such studies depict hidden realities in every scientific field. Undoubtedly, remote research points can become bigger challenges in the future or show incredible prospects for more research and reducing study gaps.
Methodology: This research is analytical-applied in which scientometric techniques including: synonym analysis and social network analysis have been used, and by examining its main results, the topics and boundaries of a research field have been carefully collected in records and citation links and under A scientific framework is evaluated, 3488 sources on the subject of digital banking were extracted from the Scopus scientific database by searching the article title, abstract and keywords. Data review and analysis was done by the facilities of this database as well as Excel and VOSviewer software, which is a social network analysis software, in order to enumerate, design and illustrate the trend of re-search products, knowledge map, network of colleagues, the synonymy network of re-search conducted on the topic of digital banking.
Findings: The findings of the research indicate the upward trend of scientific productions in the field of digital banking, especially since the year 2000, and it also indicates that; More than 97% of the indexed documents are in English and the rest are related to other languages of the world and have been retrieved and categorized in the form of 13 types of texts, the highest frequency of which is related to original research articles with 44.70% and countries such as the United States of America, England and India has the most published documents in this field compared to other countries in the world.
Conclusion: Investigations like this can provide a suitable path and roadmap for future research as well as investment and policy making of executive departments in the field of digital banking. The results of this research showed that Iranian researchers have also entered this field and have scientific productions and cooperation with other countries in this regard, but this issue should be further developed. Also, the results of the co-occurrence of the words show the frequency of the words "banking", "digital storage", "fintech", "digital technology", "blockchain", "e-commerce" and "authentication" and the most related to the word "digital banking". and according to the co-authored results of the countries, it was found that India, America, England, Russian Federation, Indonesia, Malaysia, Australia and Spain had the most scientific cooperation in this field compared to other countries.
کلیدواژه‌ها [English]
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