-استفاده از مدل FUZZY NSBM با در نظرگیری منابع مشترک و متغیرهای نامطلوب جهت ارزیابی عملکرد سیستم بانکداری جامع | ||
| مدیریت مهندسی و رایانش نرم | ||
| مقاله 12، دوره 8، شماره 1 - شماره پیاپی 14، فروردین 1401، صفحه 190-209 اصل مقاله (1.08 M) | ||
| نوع مقاله: مقاله پژوهشی | ||
| شناسه دیجیتال (DOI): 10.22091/jemsc.2019.1381 | ||
| نویسندگان | ||
| هما قاسمی1؛ اسماعیل نجفی* 2؛ فرهاد حسین زاده لطفی3؛ فرزاد موحدی4 | ||
| 1گروه مهندسی صنایع، دانشگاه آزاد اسلامی واحد علوم تحقیقات تهران، ایران | ||
| 2گروه مهندسی صنایع دانشگاه آزاد اسلامی واحد علوم تحقیقات تهران، ایران | ||
| 3گروه ریاضیات، دانشگاه آزاد اسلامی واحد علوم تحقیقات تهران، ایران | ||
| 4گروه مهندسی صنایع ، دانشگاه آزاد اسلامی واحد علوم تحقیقات تهران، ایران | ||
| چکیده | ||
| با توجه به ورود اکثر بانک‌ها در فضای رقابتی بانکداری جامع به عنوان رویکردی مشتری‌محور و با هدف ارائه طیف وسیعی از خدمات مالی به گروه مشتریان تفکیک شده، ارزیابی عملکرد فرآیند کاری شعب بانک با این رویکرد حائز اهمیت است. با توجه به عدم قطعیت و مطلوبیت برخی شاخص‌ها و همچنین وجود منابع مشترک در فضای واقعی مدلسازی، هدف از این مقاله طراحی مدل فازی شبکه‌ای تحلیل پوششی داده‌ها با در نظرگرفتن همزمان متغیرهای نامطلوب و منابع مشترک و استفاده کاربردی از آن جهت اندازه‌گیری کارایی فرآیند ارائه خدمات بانکداری جامع است. نتایج نشان می‌دهد که شعب در هر کدام از فرآیندهای بانکداری جامع به چه صورت فعالیت دارند. میانگین کارایی کمتر سرویس‌‌دهی به مشتریان خرد بیانگر لزوم توجه بانک به ارائه سبد محصولات و خدمات اعتباری بهتر به آن‌ها است. مقایسه نتایج عملکرد شعب در هرکدام از فرآیندها می‌تواند در اتخاذ سیاست‌های تشویقی و تنبیهی مدیران نقش بسزائی ایفا نماید. | ||
| کلیدواژه‌ها | ||
| مدل فازی چند مرحله‌ای تحلیل پوششی داده‌ها بر مبنای متغیرهای کمکی (Fuzzy NSBM)؛ بانکداری جامع؛ برش آلفا؛ منابع مشترک | ||
| عنوان مقاله [English] | ||
| Using a Fuzzy NSBM Model with Shared Resources and Undesirable Variables for the Assessment of Universal Banking System | ||
| نویسندگان [English] | ||
| Homa Ghasemi1؛ Esmaeil Najafi2؛ Farhad Hosseinzadeh Lotfi3؛ farzad movahedi4 | ||
| 1Department of Industrial Engineering, Science and Research branch, Islamic Azad University, Tehran, Iran. | ||
| 2Department of Industrial Engineering, Science and Research branch, Islamic Azad University, Tehran, Iran. | ||
| 3Faculty of Department of Mathematics, Science and Research branch, Islamic Azad University, Tehran, Iran. | ||
| 4Faculty of Department of Industrial Engineering, Science and Research branch, Islamic Azad University, Tehran, Iran. | ||
| چکیده [English] | ||
| With regard to the entry of most banks into the competitive environment of universal banking, as a customer-centric approach aiming to provide financial services to customer groups, it is important to assess the performance of the business process in bank branches using this approach. Due to the uncertainty and desirability of some indicators as well as the existence of shared resources in the real environment of modelling, this paper aims to design a network fuzzy data envelopment analysis (DAE) model, with the simultaneous consideration of undesirable variables and shared resources, and its practical use to measure the effectiveness of service delivery process in universal banking. The results indicate how the branches performed in each of the processes of universal banking. The lower mean efficiency of service provision to customers reflects the necessity for the bank to provide a portfolio of products and better credit services. Comparing the performance of branches in terms of each process can play an important role in the adoption of incentive and punitive policies for managers. | ||
| کلیدواژه‌ها [English] | ||
| α-cut, fuzzy NSBM data envelopment analysis model, shared resources, universal banking | ||
| مراجع | ||
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