the role of key factors in the success of iran’s banking digital transformation model, case study: the country’s specialized banks

Digital transformation shows that digital technology integration provides opportunities for cost-effective businesses and increases customer satisfaction. therefore, this has gained importance in the banking industry with the presence of new competitors and the complexity of economic variables and social needs. in the age of information and communication technology, the specialized banks of iran’s senior managers face challenges caused by the deficiency of attitude and necessary attention to the banking processes’ digitalization effects and consequences in our country as a process to help create value and banking system transformation for achieving higher performance. therefore, this article identifies the factors affecting the specialized banks of iran’s digital transformation to enable managers of this competitive industry to improve the customer experience by using emerging technologies. the statistical population included 11 prominent experts and specialists who are familiar with the specialized banks’ banking system developments and based on the qualification conditions in the panel of experts, and all were considered as a statistical sample. also, the fuzzy delphi technique was used to analyze the collected data and identify and extract factors of digital transformation. first, a list of 124 relevant and frequently adopted digital transformation components, indicators, and dimensions were extracted from the theoretical literature, followed by determining their significance through a questionnaire, and the expert panel opinions. as a result, the number of components was reduced to 43 items. again, by using the fuzzy delphi questionnaire, the experts’ opinions were collected in two stages and analyzed and reached a final consensus. the results showed that 42 components and 11 related indicators were effective and confirmed in the digital transformation of iran’s specialized banks, and the component ”starting b2b and b2c businesses” was not confirmed either. other results also showed that the ”information technology risk mechanism” and ”investment on startups” components were the most important and the least important dimensions, respectively. moreover, this is an applied descriptive survey with an exploratory approach.