TAF PUBLISHING

This study aimed to rank the service innovation issues of deposit banks in Turkey. In this context, 26 deposit banks of Turkey are analyzed by considering 16 different balanced scorecard-based criteria. Regarding the methodology, the fuzzy ANP method is used to measure the significance of dimensions and criteria. It is defined that the most significant dimension is performance. It is also seen that organizational compliance (D3) is in the last rank. Addi- tionally, return on investment (C1), profitability (C2), and customer expectations (C5) have the highest significance. These alternatives are ranked by considering fuzzy TOPSIS and fuzzy VIKOR methods. The results of both these methods are very similar. It is concluded that there is not a comparative advantage among the banks regarding the ownership type. For example, the best bank (F15) is a foreign bank, whereas the worst bank (F13) is another foreign bank. Similar to this situation, some private banks (P1, P7, P8) have successful performance while others (P4, P5) have weak performance. The new service development concept will probably become more important in the future. Hence, this study has significant results by focusing on a very important topic for the banking sector.