Examining service innovation competencies of Turkish deposit banks with fuzzy ANP, fuzzy TOPSIS and fuzzy VIKOR methods

Hasan Dinçer, Udž mit Hacıoğlu, Serhat Yü ksel
2019 Journal of administrative and business studies  
Balanced scorecard Service innovation competency Banking Fuzzy ANP Fuzzy TOPSIS Fuzzy VIKOR It is aimed to rank the service innovation issues of deposit banks in Turkey. In this context, 26 deposit banks of Turkey are analyzed by considering 16 different balanced scorecard-based criteria. Regarding the methodology, irst of all, fuzzy ANP method is used to measure the signi icance of dimensions and criteria. It is de ined that the most signi icant dimension is performance. It is also seen that
more » ... ganizational compliance (D3) is on the last rank. Additionally, return on investment (C1), pro itability (C2) and customer expectations (C5) have highest signi icance. These alternatives are ranked by considering fuzzy TOPSIS and fuzzy VIKOR methods. It is understood that the results of both these two methods are very similar. It is concluded that there is not a comparative advantage among the banks regarding the ownership type. For example, the best bank (F15) is a foreign bank whereas the worst bank (F13) is also another foreign bank. Similar to this situation, some private banks (P1, P7, P8) have successful performance while some others (P4, P5) have weak performance.
doi:10.20474/jabs-5.1.3 fatcat:uunwtitozfgwfhyqwwgzvqooe4