Title: Ranking the performance of public sector banks using fuzzy AHP and fuzzy TOPSIS in balanced scorecard framework: an evidence from India

Authors: Deergha Sharma; Pawan Kumar

Addresses: The NorthCap University, Sector 23-A, Gurugram, Haryana-122017, India ' The NorthCap University, Sector 23-A, Gurugram, Haryana-122017, India

Abstract: The present study has evaluated the performance of ten public sector banks operating in India using the fuzzy multi-criteria decision-making (FMCDM) approach under the balanced scorecard (BSC) framework. For this purpose, 17 performance indicators are chosen which were further sub-categorised into four perspectives of the BSC through the questionnaire-based expert's opinion using the Delphi technique. Furthermore, the relative weights of the selected performance indicators were estimated by employing the fuzzy AHP. Later, fuzzy TOPSIS was used to rank the public sector banks. Analysis and therefore, results pointed that customer perspective is the most preferred dimension of BSC, and employee satisfaction has the highest priority among all performance indicators. Moreover, Bank of Baroda is found as the best performer among ten selected banks as per the analysis on ranking. The originality of the research is to appraise the performance of selected banks by adopting the BSC-MCDM approach in fuzzy environment.

Keywords: performance evaluation; multi-criteria decision making; fuzzy AHP; fuzzy TOPSIS; balanced scorecard; BSC; India.

DOI: 10.1504/IJPQM.2023.133417

International Journal of Productivity and Quality Management, 2023 Vol.40 No.1, pp.1 - 27

Received: 28 May 2021
Accepted: 21 Sep 2021
Published online: 15 Sep 2023 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article