بررسي تأثير عناصربنيادي مديريت دانش بر كارايي امور مالي شهرداري شهر زاهدان

Identifying and ranking the factors affecting customers' tendency to use internet and mobile banking in Bank Mellat, Zahedan

ﻧﯿﺎز ﺑﻪ ﻣﺪﯾﺮﯾﺖ داﻧﺶ ﺑﺮاﺳﺎس رﺷﺪ ادراك ﺟﺎﻣﻌﻪ ﺗﺠﺎري، از اﯾﻦ واﻗﻌﯿﺖ ﺳﺮﭼﺸﻤﻪ ﻣﯽﮔﯿﺮد ﮐﻪ داﻧﺶ در ﻋﻤﻠﮑﺮد ﺳﺎزﻣﺎﻧﯽ و دﺳﺘﺮﺳﯽ ﺑﻪ ﻣﺰﯾﺖ رﻗﺎﺑﺘﯽ ﭘﺎﯾﺪار، ﻋﻨﺼﺮي ﻣﻬﻢ ﺗﻠﻘﯽ ﻣﯽﺷﻮد. ﭘﮋوﻫﺶ ﺣﺎﺿﺮ ﺑﺎ ﻫﺪف ﺑﺮرﺳﯽ ﺗﺎﺛﯿﺮ ﻋﻨﺎﺻﺮ ﺑﻨﯿﺎدي ﻣﺪﯾﺮﯾﺖ داﻧﺶ ﺑﺮ ﮐﺎراﯾﯽ اﻣﻮر ﻣﺎﻟﯽ ﺷﻬﺮداري ﺷﻬﺮ زاﻫﺪان اﻧﺠﺎم ﺷﺪه اﺳﺖ. ﭘﮋوﻫﺶ ﺣﺎﺿﺮ از ﻧﻈﺮ ﻫﺪف، ﺗﺤﻘﯿﻘﯽ ﮐﺎرﺑﺮدي و ﺗﻠﻔﯿﻘﯽ از روشﻫﺎي ﺗﻮﺻﯿﻔﯽ – ﭘﯿﻤﺎﯾﺸﯽ ﻣﯽﺑﺎﺷﺪ. روش ﮔﺮدآوري اﻃﻼﻋﺎت در اﯾﻦ ﭘﮋوﻫﺶ ﻣﻄﺎﻟﻌﺎت ﮐﺘﺎﺑﺨﺎﻧﻪاي و ﻣﯿﺪاﻧﯽ (ﭘﺮﺳﺸﻨﺎﻣﻪ) اﺳﺖ. ﭘﺮﺳﺸﻨﺎﻣﻪ ﺗﻬﯿﻪﺷﺪه در دو ﺑﺨﺶ و 59 ﮔﻮﯾﻪ در ﻗﺎﻟﺐ ﻣﺘﻐﯿﺮﻫﺎي ﻣﺴﺘﻘﻞ (داﻧﺶ، ﻣﺪﯾﺮﯾﺖ، ﺗﮑﻨﻮﻟﻮژي و ﻓﺮﻫﻨﮓ ﺳﺎزﻣﺎﻧﯽ) و ﻣﺘﻐﯿﺮ واﺑﺴﺘﻪ (ﮐﺎراﯾﯽ اﻣﻮر ﻣﺎﻟﯽ) ﺗﻬﯿﻪ ﺷﺪ و ﻣﯿﺎن 100 ﻧﻔﺮ از ﮐﺎرﺷﻨﺎﺳﺎن اﻣﻮر ﻣﺎﻟﯽ ﺷﻬﺮداري زاﻫﺪان ﺗﻮزﯾﻊ ﮔﺮدﯾﺪ. ﺑﺎ ﺗﻮﺟﻪ ﺑﻪ ﻣﯿﺎﻧﮕﯿﻦ ﺑﺎﻻي 3 در ﭘﺎﺳﺨﮕﻮﯾﯽ ﮐﺎرﺷﻨﺎﺳﺎن ﻣﺘﻐﯿﺮﻫﺎي ﭘﮋوﻫﺶ ﺑﺼﻮرت ﻗﻮي در ﺟﺎﻣﻌﻪ آﻣﺎري وﺟﻮد دارﻧﺪ. ﻧﺘﺎﯾﺞ ﺣﺎﺻﻞ از ﺗﺤﻠﯿﻞ رﮔﺮﺳﯿﻮن ﻧﺸﺎن ﻣﯽدﻫﺪ ﻣﻘﺪار (.ANOVA (Sig ﺑﺮاي ﻣﺘﻐﯿﺮﻫﺎي داﻧﺶ، ﻣﺪﯾﺮﯾﺖ، ﺗﮑﻨﻮﻟﻮژي و ﻓﺮﻫﻨﮓ ﺳﺎزﻣﺎﻧﯽ ﮐﻤﺘﺮ از 0,05 ﻣﯽﺑﺎﺷﺪ ﮐﻪ ﻧﺸﺎن دﻫﻨﺪه وﺟﻮد راﺑﻄﻪ ﺧﻄﯽ ﺑﯿﻦ ﻋﻮاﻣﻞ ذﮐﺮﺷﺪه و ﮐﺎراﯾﯽ اﻣﻮر ﻣﺎﻟﯽ ﻣﯽﺑﺎﺷﺪ. ﻣﻘﺪار R. Square ﺑﺮاﺑﺮ 0,804 ﻣﯽﺑﺎﺷﺪ ﮐﻪ ﺑﯿﺎﻧﮕﺮ اﯾﻦ ﻣﻄﻠﺐ اﺳﺖ ﮐﻪ 80,4 درﺻﺪ از ﺗﻐﯿﯿﺮات ﮐﺎراﯾﯽ اﻣﻮر ﻣﺎﻟﯽ در ﺷﻬﺮداري زاﻫﺪان، ﺗﺤﺖ ﺗﺄﺛﯿﺮ ﻣﺘﻐﯿﺮﻫﺎي داﻧﺶ، ﻣﺪﯾﺮﯾﺖ، ﺗﮑﻨﻮﻟﻮژي و ﻓﺮﻫﻨﮓ ﺳﺎزﻣﺎﻧﯽ ﻣﯽﺑﺎﺷﺪ. ﻧﺘﺎﯾﺞ ﻧﺸﺎن ﻣﯽدﻫﺪ 66,5 درﺻﺪ از ﺗﻐﯿﯿﺮات ﮐﺎراﯾﯽ اﻣﻮر ﻣﺎﻟﯽ ﺗﺤﺖ ﺗﺄﺛﯿﺮ ﻣﺘﻐﯿﺮ ﺗﮑﻨﻮﻟﻮژي، 56,3 درﺻﺪ از ﺗﻐﯿﯿﺮات ﮐﺎراﯾﯽ اﻣﻮر ﻣﺎﻟﯽ ﺗﺤﺖ ﺗﺄﺛﯿﺮ ﻣﺘﻐﯿﺮ ﻓﺮﻫﻨﮓ ﺳﺎزﻣﺎﻧﯽ، 51,5 درﺻﺪ از ﺗﻐﯿﯿﺮات ﮐﺎراﯾﯽ اﻣﻮر ﻣﺎﻟﯽ ﺗﺤﺖ ﺗﺄﺛﯿﺮ ﻣﺘﻐﯿﺮ ﻣﺪﯾﺮﯾﺖ و 36,1 درﺻﺪ از ﺗﻐﯿﯿﺮات ﮐﺎراﯾﯽ اﻣﻮر ﻣﺎﻟﯽ، ﺗﺤﺖ ﺗﺄﺛﯿﺮ ﻣﺘﻐﯿﺮ داﻧﺶ ﻣﯽﺑﺎﺷﺪ.

E-banking, as the most important requirement for the development of e-commerce in the country, has grown significantly. The aim of this study was to identify and rank the factors affecting the tendency of customers to use Internet and mobile banking in Bank Mellat Zahedan. The present research is an applied research in terms of purpose and its type of work is a combination of descriptive-survey methods according to the nature of the research and the studied components and the approach of the research. The method of data collection in this study is library and field studies (questionnaire). The questionnaire was prepared in four sections and 63 items in the form of technological, psychological, innovative and customer-oriented characteristics of users and was distributed among 96 customers of Bank Mellat Zahedan. Due to the high average of 3 in customers' answers to the research questionnaire questions, the components are strongly present in the statistical community. The results of the analysis of dependent t-sample test showed that there is a difference between customers' expectations and perceptions of the research components and the level of expectations is higher than their perceptions. The results of Friedman test also showed that customer-oriented characteristics are more important and psychological, technological and innovative characteristics are in the next ranks. At the end of the research, suggestions are provided to improve the performance of Bank Mellat Zahedan in providing services to customers.