Research on Digital Maturity Model for Financial Shared Service Center in Chinese state-owned enterprise

Meng, H. (2026) Research on Digital Maturity Model for Financial Shared Service Center in Chinese state-owned enterprise. PhD thesis, University of Reading. doi: 10.48683/1926.00129078

Abstract/Summary

This study develops a Digital Maturity Model for Financial Shared Service Center (FSSC), addressing the absence of clear and tailored frameworks to determine and improve the development level of digitalization of FSSC in Chinese state-owned enterprise. Guided by the Design Science Research paradigm and a mixed-methods approach, the study integrates theoretical rigor and practical relevance through a five-phase procedure for model design: problem definition, initial development, model improvement, weight determination, and model evaluation. Drawing on model combination and systems theory, six key process areas (Strategy and Organization, Infrastructure, Process Management, Data Management, Digital Performance, and External Environment) are identified within an evaluation indicator system for digital maturity, accompanied by five defined digital maturity levels (Initial, Repeatable, Defined, Managed, Optimizing). Through literature analysis and Delphi consultations involving 50 academic and industry experts, the system is finally refined into a four-layer hierarchy comprising six key process areas, 19 first-level, 47 second-level, and 131 third-level indicators, each weighted by the Analytic Hierarchy Process to ensure consistency and comparability. The model is then validated through case studies of five representative FSSCs in Chinese state-owned enterprises. Survey data from 107 respondents are analyzed using the Fuzzy Comprehensive Evaluation to determine digital maturity scores for each center. The results verify the reliability, validity, and practical applicability of the model, with the participating FSSCs distributed between the Defined and Optimizing levels. Based on feedback, a refined eight-level maturity framework is introduced to enhance the model’s discriminatory power and benchmarking precision. The final model consists of two integrated components: a complete evaluation indicator system and a refined maturity framework. Together, they provide both a comprehensive theoretical framework and a practical evaluation tool, enabling FSSCs in Chinese state-owned enterprises to systematically assess their current digital maturity, identify strengths and weaknesses, and develop targeted strategies to advance toward the next level of digitalization. It contributes to the broader understanding of digitalization in finance by bridging research and practice through a structured and data-driven model.

Item Type	Thesis (PhD)
URI	https://centaur.reading.ac.uk/id/eprint/129078
Identification Number/DOI	10.48683/1926.00129078
Divisions	Henley Business School > Digitalisation, Marketing and Entrepreneurship
Date on Title Page	October 2025
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