Identification and prioritization of efficiency-influencing factors in banking using MADM technique (Case study: Tejarat Bank)

Abstract

The present study is an attempt to identify and prioritize efficiency-influencing factors in banking system based on Analytic Hierarchy Process (AHP) and (topsis), performed by considering comments and remarks of Tejarat bank experts in Tehran. For this purpose, first the most important efficiency-influencing factors were identified by studying the related literature, background of the study, and interviews with some of Tejarat bank’s managers and authorities. Then, by performing a field study, it was attempted to ask Tejarat bank experts for their opinions in Tehran as the statistical population of the study. After analyzing data and testing measures using T- student test, it was finally found that all recognized variables and factors influence banking efficiency. Results obtained from Analytic Hierarchy Process (AHP)-based statistical studies and analyses indicated that among the main criteria, the criteria of hardware, software, and working systems are the most important, followed by manpower; financial tools and attitudes have the lowest priority. Also, regarding sub-criteria, the sub-criteria of customers-specific convenient facilities, targeted marketing and advertisement of products and services had the highest rank.