Identifying the Main Dimensions of the Supply Chain Affecting the Improvement of Banking Services

Abstract

The present study aimed to identify the main dimensions and components of the supply chain affecting the improvement of banking services and to explain the role of technological, managerial, human, and customer-oriented factors in enhancing banking service performance. This study was developmental-applied in terms of purpose and qualitative-exploratory in terms of methodology using thematic analysis. The statistical population included university professors in management, senior managers and experts from public and private banks, and banking researchers. Purposeful sampling combined with snowball sampling was employed, and semi-structured interviews continued until theoretical saturation was achieved. Finally, 10 experts participated in the study. Data were collected through library studies and in-depth interviews and analyzed using thematic analysis through coding, sub-theme extraction, and identification of main themes. The findings led to the identification of 37 final indicators related to the banking service supply chain. The most important dimensions included digital banking tool development, response flexibility, response speed, inter-organizational collaboration, innovation, supply chain improvement, customer-brand interaction, leadership style, operational risk, and customer satisfaction improvement. The results indicated that organizational survival, response speed, and flexibility were among the most influential factors in improving banking services. Furthermore, the findings demonstrated that digital transformation, business intelligence, network interactions, and customer orientation play fundamental roles in enhancing the performance of banking service supply chains. The findings demonstrated that the banking service supply chain is a multidimensional and technology-driven system whose success depends on the coordination of managerial, human, technological, and customer-oriented factors. Banks that redesign their service supply chains through developing digital infrastructures, strengthening inter-organizational collaboration, managing risks, improving customer interactions, and utilizing knowledge and innovation will have greater capabilities for improving service quality and achieving sustainable competitive advantage.