Title: The performance evaluation of banks using balanced scorecard, fuzzy AHP and fuzzy TOPSIS techniques and the offering of solutions to performance improvement of banks

Authors: Negin Akbarei; Mostafa Vaezi Monfard; Elahe Sarfi

Addresses: Department of Financial Management, Islamic Azad University, Damghan Branch, Damghan, Iran ' Department of Accounting, Islamic Azad University, Damghan Branch, Damghan, Iran ' Department of Mathematics, Islamic Azad University, Damghan Branch, Damghan, Iran

Abstract: The purpose of this research is to realise how the performance evaluation of banks using balanced scorecard and the offering of solutions to performance improvement of banks. Numbers of experts participating in the study were 30 persons who were interested in improving discussion. This research first summarised the evaluation indices synthesised from the literature relating to banking performance. Then, to screen these indices, 22 indices were selected for banking performance evaluation. Furthermore, the relative weights of the chosen evaluation indices were calculated by fuzzy analytic hierarchy process and fuzzy TOPSIS. As to the prioritisation of BSC's aspects, results indicated that the financial aspect or criterion stands atop the priority list followed by the criteria of customers, learning and growth and the internal process of the organisation respectively. The results obtained from fuzzy TOPSIS method indicate that private bank is more important than specialised bank and commercial bank in banking industry.

Keywords: performance evaluation; balanced scorecard; BSC; fuzzy analytic hierarchy process; FAHP; fuzzy TOPSIS.

DOI: 10.1504/IJBIS.2020.110169

International Journal of Business Information Systems, 2020 Vol.35 No.2, pp.204 - 224

Received: 13 Oct 2017
Accepted: 16 Aug 2018
Published online: 08 Oct 2020 *

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