Presenting a causal model of e-banking services innovation based on dynamic capabilities

In this research, an attempt was made to provide a model for e-banking services innovation based on dynamic capabilities. Research Method The present research is a combination research method of consecutive-exploratory design. The statistical population of the present study is experts and experts in the field of electronic banking. In the present study, a purposeful approach is used in selecting a qualitative research sample. Data collection tools in the present study were Delphi questionnaire and multi-criteria decision making questionnaire. For data analysis, two techniques of fuzzy Delphi and fuzzy DEMATEL were used; In a way that based on theoretical foundations and empirical research in the field of innovation and dynamic capabilities, important indicators of these two areas in relation to e-banking were extracted. The fuzzy Delphi results finally yielded 13 indicators for service innovation and 17 indicators for dynamic capabilities. Service innovation indicators and dynamic capabilities based on theoretical foundations are classified under 11 criteria and entered into fuzzy DEMATEL analysis in the form of a general concept. The results of fuzzy DEMATEL categorized the criteria into two groups of effective and efficient, so that 6 criteria in the group of effective criteria and 5 criteria were introduced as effective criteria. Accordingly, the reorganization of the service delivery system is the most effective, and the conceptualization is very effective.