An integrated stochastic fuzzy MCDM approach to the balanced scorecard-based service evaluation

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dc.authorid0000-0002-9858-1266
dc.authorid0000-0002-8072-031X
dc.contributor.authorDinçer, Hasan
dc.contributor.authorYüksel, Serhat
dc.date.accessioned10.07.201910:49:13
dc.date.accessioned2019-07-10T19:35:34Z
dc.date.available10.07.201910:49:14
dc.date.available2019-07-10T19:35:34Z
dc.date.issued2019
dc.departmentİstanbul Medipol Üniversitesi, İşletme ve Yönetim Bilimleri Fakültesi, Uluslararası Ticaret ve Finansman Bölümü
dc.description.abstractThe purpose of the study is to analyse the balanced scorecard (BSC)-based evaluation of the new service development (NSD) in Turkish banking sector. The proposed model includes fuzzy ANP (FANP), Monte Carlo Simulation, fuzzy TOPSIS (FTOPSIS), and fuzzy VIKOR (FVIKOR) respectively. FANP has been used for weighting the criteria, Monte Carlo Simulation has been applied to provide the stochastic values of BSC-based dimensions of NSD in banking sector. FTOPSIS and FVIKOR have been considered to rank the banks by their dimension performances. The novelty of the study is to provide an integrated model including FANP, FTOPSIS, FVIKOR, and Monte Carlo Simulation respectively. Additionally, BSC-based analysis of NSD has been applied for evaluating Turkish banking sector. The results demonstrate that the comparative analysis is coherent for ranking the alternatives and the stochastic values facilitate to obtain the immense expert evaluations under the fuzzy environment. It is identified that the performance of the foreign banks is lower than private and state banks. Hence, it can be said that especially foreign banks should develop new services to attract the attention of their customers. Within this framework, customer expectations should be defined by conducting a detailed analysis. As a result, it can be possible to increase comparative advantage in comparison with the other banks.
dc.identifier.citationDinçer, H. ve Yüksel, S. (2019). An integrated stochastic fuzzy MCDM approach to the balanced scorecard-based service evaluation. Mathematics and Computers in Simulation, 166, 93-112. https://hdl.handle.net/20.500.12511/844
dc.identifier.doi10.1016/j.matcom.2019.04.008
dc.identifier.endpage112
dc.identifier.issn0378-4754
dc.identifier.issn1872-7166
dc.identifier.scopusqualityQ2
dc.identifier.startpage93
dc.identifier.urihttps://hdl.handle.net/20.500.12511/844
dc.identifier.urihttps://dx.doi.org/10.1016/j.matcom.2019.04.008
dc.identifier.volume166
dc.identifier.wosqualityQ1
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherElsevier B.V.
dc.relation.ispartofMathematics and Computers in Simulationen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/embargoedAccess
dc.subjectBalanced Scorecard
dc.subjectBanking
dc.subjectFuzzy Sets
dc.subjectMonte Carlo Simulation
dc.subjectNew Service Development
dc.subjectTurkey
dc.titleAn integrated stochastic fuzzy MCDM approach to the balanced scorecard-based service evaluation
dc.typeArticle

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