Identification of Key Risk Indicators in the Perspectives of the Sustainable Balanced Scorecard for Performance Evaluation of Sepah Bank Branches in Qazvin Province and Determination of Causal Relationships Using Fuzzy DEMATEL
Keywords:
performance evaluation, risk, green Balanced Scorecard, multi-criteria decision-making, VIKOR, fuzzy, DEMATEL, network analysis method, VIKORAbstract
The main objective of the present study was to identify the key risk indicators within the perspectives of the sustainable Balanced Scorecard for evaluating the performance of Sepah Bank branches in Qazvin Province and to determine causal relationships using the fuzzy DEMATEL method. The statistical population consisted of 460 employees of Sepah Bank in the Qazvin region. In fact, all Sepah Bank personnel, including staff in both operational and administrative units, constituted the study population. A purposive sampling method was used. From an operational standpoint and in terms of data collection, the necessary field investigations were conducted by attending the organization, examining the prevailing conditions and regulations, and exploring feasible information-gathering procedures. Given that the research was case-based, the first step involved examining the current methods and conditions governing the identification of risk-generating indicators in the organization under study, as well as the variables and indicators affecting this area, in order to obtain an overall understanding of the organization’s background on this subject. The data collection tools consisted of note-taking from previous studies and a DEMATEL questionnaire administered in the field. Considering the nature of the topic, a questionnaire was used to collect the data. The information obtained from experts was categorized to determine, from among the indicators extracted from scientific articles, those most suitable for the present research. The experts’ opinions regarding each alternative were then aggregated to produce a single consolidated judgment. After collecting the required data, MATLAB and EXCEL software programs were used at various stages to perform the necessary computations. In addition, SPSS software was employed to examine the regression equation. Initially, the key risk indicators were identified across the five dimensions of the extended Balanced Scorecard framework for performance evaluation. Subsequently, using the DEMATEL method, the causal relationships among the five perspectives were analyzed. The results indicated that the sustainability-related perspective, based on the DEMATEL output, functioned as an independent causal perspective influencing the other dimensions; therefore, sustainability-related risks were identified as influential factors affecting other components and the overall performance of the bank. In response to this research question, it is emphasized that based on the results of the fuzzy network analysis method and insights from banking experts, 30 quantitative and qualitative risks were identified in accordance with the perspectives of the Balanced Scorecard.
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Copyright (c) 2025 Abolfazl Zolghadr (Author); Rokhsareh Babajafari; Peyman Imanzadeh (Author)
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