Ranking of Banks in Terms of Providing Electronic Services Using Two Approaches TOPSIS and VIKOR

Abstract The intensification of the competitive environment between financial and credit institutions and the provision of new financial services in order to retain and attract customers, has made the use of more efficient electronic banking tools an inevitable necessity. Therefore, the present study intends to rank banks in terms of the efficiency of electronic services. In order to achieve the objectives of the research, statistical information related to the research was collected from the database of the Central Bank and the financial statements of banks during 2007-2017. Then the banks were ranked using two methods, TOPSIS and VIKOR, and then, using the analysis of variance test, the difference between the intra-group and inter-group means in using two methods was statistically examined. The results of the present study showed that in using the TOPSIS method, Mellat, Keshavarzi and Kar Afarin banks were ranked first, second and third, respectively. Meanwhile, in the ranking, according to Vikor method, Mellat, Kar Afarin and Pasargad banks won the first, second and third ranks. The results of analysis of variance showed that there was a significant difference in the mean of the group ranking of banks in the use of two methods. In other words, the ranking of banks based on two methods is statistically different. Since there is a statistical difference in the mean of the banks' ranking group using the VIKOR method, the results of the VIKOR method are more reliable.