Performance Evaluation and Ranking the Branches of Bank using FAHP and TOPSIS Case study: Tose Asr Shomal Interest-free Loan Fund

There is no denial of the fact that performance evaluation is a critical managerial attempt in any organization especially financial institutions such as banks. MCDM methods have been utilized as efficient and common tools in many fields such as finance and economy and attract significant attention from public and financial regulators. The numerous opinions and enormous criteria associated with bank performance evaluation confines the implication of any single objective model. Therefore, multi-criteria decision making approach has been applied for this purpose. Fuzzy AHP and TOPSIS (Technique for Order Preference by Similarity to an Ideal Solution method) are implemented to accomplish more ideal level of performance evaluation and to reveal the ranking of branches and identify the ones taking leading positions in the market. This paper aims at rating the branches of Tose Asr Shomal Interest-free Loan Funds based on financial and non-financial performance criteria extracted from related literature and experts' viewpoints. The weights of criteria were gained by AHP using experts' opinions. Moreover, at non-financial level, a LIKERT questionnaire was used to gather customers' viewpoints. After getting the financial data of the year 2013-2014, the branches were rated using TOSIS. The results revealed that the financial criteria had higher importance than non-financial ones and by synthesizing financial and non-financial performance; Keshavarz branch attained the first rank among the 13 branches.