Evaluation the Performance of e-Banking Using Combined Fuzzy Analytic Network Process and BSC Approach (Case Study in Pasargad Bank in Tehran)

Subject Areas : Financial Knowledge of Securities Analysis

Nazanin  Pilevari ¹ (استادیار گروه مدیریت صنعتی ، دانشکده مدیریت و حسابداری ، واحد یادگار امام خمینی (ره) شهرری، دانشگاه آزاد اسلامی، تهران ،ایران)

Received: 2015-03-14 Accepted : 2015-04-14 Published : 2015-12-22

Keywords: Performance evaluation, e-banking, Balanced Score Card (BSC), Fuzzy Analytic Network Process,

Abstract :

The evaluation of performance in facilitating organizational effectiveness is an important and vital duty. Balanced score cards is a performance evaluation framework with a set of financial and non-financial scales has comprehensive view to organization performance. One of the most important positions of using balanced score cards is banks as the importance part of economy of Iran. The present study at first collects performance evaluation indices of e-banking of Pasargad bank based on review of literature. Then, based on survey of experts of Pasargad bank of Tehran city in the form of questionnaire, 37 indices are selected as final index. By the opinion of experts of Pasargad bank, the indices are classified and final indices are placed in balanced score cards aspects. To determine the weight of aspects and indices, fuzzy analytic network process is applied. Finally, the indices are prioritized and the aspects and indices are prioritized based on importance.