A fuzzy MCDM approach for evaluating banking performance based on Balanced Scorecard

0957-4174/$ see front matter 2009 Elsevier Ltd. A doi:10.1016/j.eswa.2009.01.005 * Corresponding author. Tel.: +886 33412500x6103 E-mail addresses: [email protected], whydec6 [email protected] (G.-H. Tzeng), j02255@ji-ee The paper proposed a Fuzzy Multiple Criteria Decision Making (FMCDM) approach for banking performance evaluation. Drawing on the four perspectives of a Balanced Scorecard (BSC), this research first summarized the evaluation indexes synthesized from the literature relating to banking performance. Then, for screening these indexes, 23 indexes fit for banking performance evaluation were selected through expert questionnaires. Furthermore, the relative weights of the chosen evaluation indexes were calculated by Fuzzy Analytic Hierarchy Process (FAHP). And the three MCDM analytical tools of SAW, TOPSIS, and VIKOR were respectively adopted to rank the banking performance and improve the gaps with three banks as an empirical example. The analysis results highlight the critical aspects of evaluation criteria as well as the gaps to improve banking performance for achieving aspired/desired level. It shows that the proposed FMCDM evaluation model of banking performance using the BSC framework can be a useful and effective assessment tool. 2009 Elsevier Ltd. All rights reserved.