Manochehr Zamani Farizhandi; Payam Hanafizadeh; Zohreh Dehdashti Shahrokh
Abstract
Nowadays, banking industry analogous with another industries has been encountered with digital transformation. Such transformation stemmed from convergence technologies. The underpinning point of convergency in such technologies is employing multi-channel services in order to delightful and remarkable ...
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Nowadays, banking industry analogous with another industries has been encountered with digital transformation. Such transformation stemmed from convergence technologies. The underpinning point of convergency in such technologies is employing multi-channel services in order to delightful and remarkable customer experience. Based on the importance of customer experience, multi-channel services in banking industry has assumed significance attention among banking practitioners and scholars. Consequently, delivering services through different, aligned and complementary channels pointed as strategic requirement in banking industry. Accordingly, this study seeks to develop a framework for value creation for multi-channel services in banking. To accomplish such an objective, utilizing content analysis technique, 47 articles published in the realm of multi-channel services in banking in the period 2004 to 2019 considered and assessed. The findings suggest that a value creation framework for multi-channel services in banking must consider different factors such as: beliefs about intelligent financial behaviors, customer enablers, intelligent norms, intelligent tasks and intelligent technologies.
Khadije Mostafaee Dolatabad; Adel Azar; Abbas Moghbel; Koorosh Parvizian
Abstract
Nowadays the process performance is a key success factor in the competitive environment of banking industry. Various approaches have been proposed to identify and improve processes. Process mining is a new process management approach which is supposed to discover and improve the actual process model ...
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Nowadays the process performance is a key success factor in the competitive environment of banking industry. Various approaches have been proposed to identify and improve processes. Process mining is a new process management approach which is supposed to discover and improve the actual process model based on information technology. Despite of the theoretical development, authors have paid less attention to process mining applicability. In this paper applicability of the Fuzzy Miner algorithm of process mining to semi-automatic processes is investigated. We used PM2 methodology with some changes at the first and the fifth step to discover a semi-automated process model. At the first step manual and system data is combined and the desired detail level is determined by process owners. Then the model is discovered by means of Fuzzy Miner algorithm through ProM tool. As the manual data could affect the discovered model adversely so besides conformance checking criteria a new expert based criteria is proposed to validate the model. The expert validation criteria is equal to 87.2 percent for the discovered model of the selected process which means process mining could be applied to semi-automated processes successfully
