Examining Service Innovation Competencies of Turkish Deposit Banks With Fuzzy ANP, Fuzzy TOPSIS and Fuzzy VIKOR Methods

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, first of all, fuzzy ANP method is used to measure the significance of dimensions and criteria. It is defined that the most significant dimension is performance. It is also seen that organizational compliance (D3) is on the last rank. Additionally, return on investment (C1), profitability (C2) and customer expectations (C5) have highest significance. 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