فصلنامه علمی کارافن

فصلنامه علمی کارافن

ارائه مدل تعاملی شاخص‌های ارزیابی عملکرد در صنعت بانکداری (موردمطالعه: بانک رفاه)

نوع مقاله : مقاله پژوهشی (کاربردی)

نویسندگان
مرجان محمدی مقدم 1
سید حیدر میرفخرالدینی 2
شهناز نایب زاده 3
1 دانشجوی دکتری،گروه مدیریت صنعتی، واحد یزد، دانشگاه آزاد اسلامی، یزد، ایران.
2 استاد، گروه مدیریت صنعتی، دانشکده مدیریت، حسابداری و اقتصاد، دانشگاه یزد، یزد، ایران.
3 استاد، گروه مدیریت بازرگانی، واحد یزد، دانشگاه آزاد اسلامی، یزد، ایران.
10.48301/kssa.2021.131913
چکیده
با افزایش رقابت در سیستم بانکداری ایران، بانک‌ها باید همواره عملکرد خود را ارزیابی کنند و با استفاده از مدل‌های مناسب به رتبه‌بندی و مقایسه عملکردی خود بپردازند. هدف از این پژوهش، شناسایی روابط تعاملی میان شاخص‌های ارزیابی عملکرد می­باشد؛ زیرا در دنیای واقعی نمی‌توان علل و عوامل تأثیرگذار بر بروز یک پدیده را فارغ از تأثیرات آن­ها بر یکدیگر، مستقل در نظر گرفت. این مطالعه مبتنی بر رویکردی آمیخته، در گام کیفی به دنبال شناسایی شاخص­ها، مؤلفه­ها و ابعاد ارزیابی عملکرد در صنعت بانکداری است و در گام کمّی با استفاده از دو روش مدل‌سازی ساختاری تفسیری و دیماتل فازی، به بررسی و تحلیل ساختار روابط میان ابعاد و مؤلفه­ها پرداخته است. در قسمت کیفی پژوهش، مبتنی بر داده­های گردآوری شده از طریق مصاحبه نیمه‌ساختاریافته با خبرگان حوزه بانکداری و روش تحلیل مضمون (تم) و نرم‌افزار مکس‌کیودا، شاخص­ها، مؤلفه­ها و ابعاد بومی، ارزیابی عملکرد در صنعت بانکداری متناسب با ساختارهای اقتصادی، اجتماعی، فرهنگی و ... این صنعت در کشور شناسایی گردید. با توجه به نتایج این بخش، مدل ارزیابی عملکرد در صنعت بانکداری کشور دربردارنده شش بعد اصلی می­باشد. این ابعاد شامل مدیریت ریسک، شاخص­های اقتصادی، محیط عملیاتی، ذی­نفعان داخلی و تولید و توسعه خدمات در کنار بعد آینده­نگری مبتنی بر موارد مستخرج و شناسایی شده از مصاحبه با خبرگان می­باشد. در قسمت کمی، نتایج روش مدل‌سازی ساختاری تفسیری نشان داد که دو بعد مدیریت ریسک و ذی‌نفعان داخلی در حیطه ارزیابی عملکرد در صنعت بانکداری بالاترین اهمیت را دارند. همچنین نتایج روش دیماتل فازی نشان داد که بعد مدیریت ریسک، تأثیرگذارترین و بعد شاخص‌های اقتصادی تأثیرپذیرترین ابعاد نسبت به سایر ابعاد می­باشند. 
کلیدواژه‌ها
عملکرد
ارزیابی عملکرد
صنعت بانکداری
مدل تعاملی
رویکرد آمیخته
موضوعات

عنوان مقاله English

Providing an Interactive Model of Performance Appraisal Indicators in the Banking Industry (Case Study: Refah Bank)

نویسندگان English

Marjan Mohammadi Moghadam 1
Seyed Haidar Mirfakhradini 2
Shahnaz Nayebzadeh 3
1 PhD Student, Department of Industrial Management, Yazd Branch, Islamic Azad University, Yazd, Iran.
2 Professor, Department of Industrial Management, Faculty of Management, Accounting and Economic, Yazd University, Yazd, Iran.
3 Professor, Department of Business Management, Yazd Branch, Islamic Azad University, Yazd, Iran.
چکیده English

With increasing competition in the Iranian banking system, banks should always evaluate their performance and use appropriate models to rank and compare with organizations that have similar activities. The purpose of this study was to identify the interactive relationships between performance appraisal indicators because in the real world the causes affecting the occurrence of a phenomenon cannot be considered independent of their effects on each other. This study is based on a mixed approach; at the qualitative step, the study seeks to identify indicators, components and dimensions of performance evaluation in the banking industry and at the quantitative step, it seeks to analyze the structure of relationships between dimensions and components using two methods of interpretive structural modeling (ISM) and fuzzy DEMATEL. In the qualitative part of the research, based on the data collected through semi-structured interviews with experts in banking, thematic analysis and MAXQDA software, local indicators, components and dimensions of performance appraisal in the Iranian banking industry consistent with economic, social, cultural structures were identified. Based on the results, the performance appraisal model in the country's banking industry includes six main dimensions. Based on the items extracted and identified from interviews with experts, these dimensions included risk management, economic indicators, operating environment, internal stakeholders, and the production and development of services, along with a forward-looking dimension. In addition, the results of ISM showed that the two dimensions of risk management and internal stakeholders were of the highest importance in the field of performance appraisal in the banking industry. In addition, the results of the fuzzy DEMATEL method showed that the risk management dimension is the most effective and the economic indicators dimension is the most impressionable compared to the other dimensions.

کلیدواژه‌ها English

Performance
Performance Evaluation
Banking Industry
Interactive Model
Mixed approach
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فصلنامه علمی کارافن
دوره 18، شماره 2 - شماره پیاپی 53
علوم انسانی
تابستان 1400
صفحه 13-37

  • تاریخ دریافت 30 بهمن 1399
  • تاریخ بازنگری 18 فروردین 1400
  • تاریخ پذیرش 25 خرداد 1400