combining fuzzy mcdm with bsc approach in performance evaluation of iranian private banking sector结合模糊指标与bsc在伊朗私人银行部门的绩效评估方法.pdfVIP

Hindawi Publishing Corporation Advances in Fuzzy Systems Volume 2011, Article ID 148712, 12 pages doi:10.1155/2011/148712 Research Article Combining Fuzzy MCDM with BSC Approach in Performance Evaluation of Iranian Private Banking Sector Meysam Shaverdi,1 Mahsa Akbari,1 and Saeed Fallah Tafti2 1 Department of management, Ilam branch, Islamic Azad University, Ilam, Iran 2 Department of management, Tarbiat Modares University, Tehran, Iran Correspondence should be addressed to Mahsa Akbari, akbari.mahsa@ Received 28 March 2011; Revised 21 May 2011; Accepted 5 June 2011 Academic Editor: Salvatore Sessa Copyright © 2011 Meysam Shaverdi et al. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. The objective of this study is to construct an approach based on multiple criteria decision making (MCDM) and balanced scorecard (BSC) for evaluating performance for three nongovernmental Iranian’s banks. Following the literature relating to banking performance and BSC concepts, experts and managers select 21 indexes for evaluation. Furthermore, fuzzy analytic hierarchy process (FAHP) calculated the relative weights of each chosen index in order to tolerate vagueness and ambiguity of information, and three MCDM analytical tools (TOPSIS, VIKOR, and ELECTRE) were adopted to rank the banking performance. The results indicate that a customer “C” has the most significant BSC perspectives and the customer satisfaction “C1” is the most major index in banking sector. This proposed fuzzy MCDM method combined with BSC approach is a comprehensive and up-to- date model