طراحی و اعتبارسنجی الگوی جامع ارزیابی عملکرد بانکداری دیجیتال با رویکرد ذی‌نفعان: مطالعه موردی بانک صادرات ایران

سعید  حاتمی; علیرضا نوبری; زین العابدین  امینی سابق; علیرضا  افشار نژاد

Authors

Saeed Hatami Department of Management, Sav.C., Islamic Azad University, Saveh, Iran. Author https://orcid.org/0009-0006-4552-8927
Alireza Nobari Department of Management, Sav.C., Islamic Azad University, Saveh, Iran. Author https://orcid.org/0000-0001-7914-3386
Zain Al-Abidin Amini Sabegh Department of Management, Sav.C., Islamic Azad University, Saveh, Iran. Author https://orcid.org/0000-0002-3838-9221
Alireza Afsharnejad Department of Management, Sav.C., Islamic Azad University, Saveh, Iran. Author https://orcid.org/0000-0002-1481-7455

Keywords:

Digital Banking, Performance Evaluation, Stakeholders, Digital Transformation, Digital Trust and Security, Structural Equation Modeling, Bank Saderat Iran

Abstract

This study aimed to design and validate a comprehensive stakeholder-oriented model for evaluating digital banking performance in Bank Saderat Iran. This applied mixed-method study was conducted in three sequential phases. In the qualitative phase, semi-structured interviews were conducted with 30 digital banking experts and stakeholders, including managers, employees, customers, and shareholders of Bank Saderat Iran in Tehran. Participants were selected through purposive and snowball sampling until theoretical saturation was reached. The data were analyzed using thematic analysis in MAXQDA. Content validity was assessed through the Content Validity Ratio and Content Validity Index, while coding reliability was evaluated using Holsti’s coefficient. In the quantitative phase, a researcher-developed questionnaire based on the qualitative findings was administered to 250 participants. Data were analyzed using SPSS 23 and SmartPLS 3 through partial least squares structural equation modeling. Qualitative analysis identified 14 global themes constituting the principal dimensions of the model. All factor loadings exceeded 0.50 and were statistically significant. Cronbach’s alpha coefficients ranged from 0.799 to 0.940, Rho_A values from 0.804 to 0.951, composite reliability values from 0.868 to 0.957, and AVE values from 0.623 to 0.848. All structural paths were statistically significant. Digital trust and security showed the strongest path coefficient (β = 0.880), followed by competitive sustainability of digital banking (β = 0.384) and technical and infrastructural performance (β = 0.198). The coefficient of determination was R² = 0.906, indicating very high explanatory power of the proposed model. The validated model demonstrated that digital banking performance should be evaluated beyond financial and technological indicators by simultaneously incorporating customer-related, human resource, governance, security, competitive, stakeholder-value, participatory, and environmental dimensions. The proposed framework can therefore provide a comprehensive basis for assessing and strategically managing digital transformation in Bank Saderat Iran.

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