Effects of dynamic capabilities and multichannel integration quality on bank performance: A moderated mediation model analysis

Abstract

banks. It explores the moderating role of environmental dynamism in the banking industry, using a moderated mediation model. Quantitative analyses were employed to examine data collected from multiple banks. Structural equation modeling was used to test the relationships between variables, while moderation and mediation effects were analyzed using SEM-AMOS. The findings reveal that dynamic capabilities and multichannel integration quality significantly enhance bank performance. Furthermore, environmental dynamism moderates the relationship between these variables, intensifying their effects on performance under high levels of dynamism. The results provide actionable insights for bank managers, emphasizing the importance of fostering dynamic capabilities and enhancing multichannel integration quality to sustain performance in rapidly changing environments. The findings highlight significant social benefits, as improved dynamic capabilities and critical information quality enhance bank performance, fostering economic stability, financial inclusion, and customer trust. By enabling resilience and innovation in dynamic environments, banks contribute to broader societal goals, including sustainable development and socio-economic growth.