Performance evaluation with fuzzy VIKOR and AHP method based on customer satisfaction in Turkish banking sector

Purpose – Firms operating in the service sector must have a dynamic structure to be competitive in a volatile business environment. The dynamic structure brings skilled employees and talented managers together to create effective strategies for global competition. In traditional retail service companies, the majority of the staff interacts intensively with the clients and engaged in advanced facilities. The purpose of this research is to evaluate the performance results of the banks in Turkey based on the level of customer service and satisfaction within an interdisciplinary frame. Design/methodology/approach – The fuzzy VIKOR and AHP method has been applied to analyse the performance levels of Turkish banks registered in Borsa Istanbul. In order to obtain the dynamics of data, the customer satisfaction competencies have been identified as the reference points for experts. Findings – The empirical results confirm that the performance results of the banks vary based on customer satisfaction level and owner...

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