How digitalization in banking improve service supply chain resilience of e-commerce sector? a technological adoption model approach

Syed Imran Zaman (), Sharfuddin Ahmed Khan (), Sahar Qabool () and Himanshu Gupta ()
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Syed Imran Zaman: Southwest Jiaotong University
Sharfuddin Ahmed Khan: University of Regina
Sahar Qabool: Karachi Institute of Economics and Technology (KIET)
Himanshu Gupta: Indian Institute of Technology (Indian School of Mines)

Operations Management Research, 2023, vol. 16, issue 2, No 19, 904-930

Abstract: Abstract Supply chain resilience (SCR) is crucial for organizational sustainability and growth. This paper explores the factors of digitalization in the banking sector for achieving resilience in the e-commerce service supply chain. Most previous researchers have explored supply chain resilience in e-commerce using structural equation modeling. This study identifies and evaluates the crucial factors of digital banking that improve resilience in the e-commerce service supply chain using the Interpretive Structural Modeling (ISM) and Decision-Making Trial and Evaluation Laboratory (DEMATEL) technique. A conceptual framework is created based on the literature review and technology adoption theory. The framework comprises the critical digital technology adoption factors for the resilient service supply chain in Pakistan’s e-commerce sector. The results show that the most critical driving factors are “performance expectancy (F15),” “e-cost effectiveness (F5),” and “Trust (F8)” The research findings have several implications for decision-makers, and practitioners, providing insights into how digitalization in the banking sector can help in designing resilient supply chains in the e-commerce sector.

Keywords: Digitalization; Supply chain resilience in services; Banking; Digital technology; Emerging economy; Interpretive structural modeling (ISM) method; Decision-making trial and evaluation laboratory (DEMATEL) method (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (2)

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DOI: 10.1007/s12063-022-00341-0

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