Reviewing and evaluating the customer validation system in risk management with the approach of fee income research in Melli Bank of Iran

This research was done with the aim of designing a customer validation system model based on risk management with the approach of realizing fee income in the National Bank of Iran. The current research is applied in terms of purpose and in terms of method, it is a mixed (mixed)-exploratory design, which is based on grounded theory in the qualitative stage and descriptive-survey method in the quantitative stage. Based on the theme analysis method, after the interviews with the experts, which were conducted after the theoretical saturation of 15 interviews, all the text of the interviews was entered into the Max QDA software, and then the primary codes and sub- and main categories were extracted. Then, based on the Strauss and Corbin model, the central, causal, strategic, consequences, interventionists and contextual factors categories were identified. Finally, the research model was designed. In order to ensure the coordination of the data with the factor structure, and the quality indicators of the model, a questionnaire consisting of 95 items was distributed to a quantitatively wide population including 384 employees of National Bank. The data were analyzed using the structural equation modelling approach. The results of the qualitative part showed that the central phenomenon includes a customer validation system, causal conditions including risk management, background conditions including customer orientation, strategies and measures including banking facilities, and intervening conditions including cultural factors. The consequences include fee income and profitability. According to the results presented in the research model review, it can be stated that causal conditions (risk management) have a positive and significant effect on the central category of the customer validation system. The central category of the customer validation system is on strategies (banking facilities) which have a positive and significant effect. Background conditions (customer-oriented) have a positive and significant effect on strategies. Intervening conditions (cultural factors) have a positive and significant effect on strategies. Strategies have a positive and significant impact on outcomes (fee income and profitability).