Designing an Integrated Development Model for Electronic Banking Services Innovation Based on Dynamic Capabilities Using Fuzzy MICMAC

Today, the competitive environment of banks, especially in the field of electronic banking services, is changing drastically, and service innovation has become very important and vital for service companies to increase their resources and dynamic organizational capabilities in order to increase innovation in banking services. Despite this importance, insufficient studies have been conducted on innovation in some of the country's service industries (such as the electronic banking industry). The purpose of this study is to identify indicators and sub-indicators of e-banking service innovation based on dynamic capabilities in the bank and to determine the communication and their effectiveness. In this regard, based on documentary studies and in-depth study of the literature and with the help of fuzzy Delphi method and the opinion of 10 experts, the areas of e-banking services, from 46 identified sub-criteria, to 13 sub- criteria for service innovation and 17 sub- criteria for dynamic capabilities Was reduced. criteria of service innovation and dynamic capabilities based on theoretical foundations, were classified into 11 main criteria and in the form of a general concept entered into the analysis of interpretive structural modeling / fuzzy MICMAC and by developing an integrated model to measure the effectiveness of criteria. The results showed that the effectiveness of the criterion "Perception of user needs and technological options" is better than other criteria and vice versa, the effectiveness of the criterion "New service delivery system - technological component" is weaker than other criteria