Digital Service Model within the Framework of Industry 4.0 in the Banking Sector
Keywords:
Industry 4, Digital Banking, Digital TransformationAbstract
The purpose of this study was to develop a digital service model within the framework of Industry 4.0 in the banking sector using a qualitative meta-synthesis approach. The statistical population included all valid domestic and international scientific studies published in the fields of digital banking, digital transformation, Industry 4.0 technologies, and financial service innovation within the selected time frame, indexed in national and international scientific databases. Using a systematic search strategy and based on the PRISMA logic, 212 studies were identified in the initial screening stage. After removing duplicate records and conducting a multi-stage screening process (title, abstract, full text, and methodological quality assessment), 55 studies were ultimately selected as the final sample for analysis. Data were collected through a library-based method and systematic searches of specialized keywords in scientific databases. Data analysis was conducted using a three-stage coding process including open, axial, and selective coding. Qualitative data management was performed using MAXQDA software, and Cohen’s kappa coefficient was calculated to assess coding reliability. In addition, Shannon entropy was employed to determine the relative weights of the components, and the DEMATEL method was used to analyze causal relationships among the dimensions of the model. The findings led to the extraction of 17 key components categorized into five major dimensions, including Industry 4.0 technologies, organizational capabilities and readiness, banking service transformation, customer experience and value, and performance and sustainability outcomes. Causal analysis demonstrated that Industry 4.0 technologies and organizational capabilities function as driving factors and, through banking service transformation, influence customer digital experience, trust, and ultimately financial performance and sustainability. This framework provides a theoretical and empirical foundation for structural modeling in subsequent stages of the research.
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Copyright (c) 2025 Heidar Abbasi, Hakimeh Niki Esfahlan (Corresponding author); Mortaza Honarmand Azimi (Author)
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