Identify and prioritize the EFQM success factors in the bank(Case Study: Bank Ansar)

Ali morovati sharifabadi¹ abdollah farhadi² mahnaz farhadi³

1) yazd university
2) yazd university
3) kermanshah university of razi

IOI Code : XYGH-BDGDZ
Publication : International Conference on Management, Innovation and Entrepreneurship(ieconf.ir)
Abstract :
    Quality has been widely recognized as one of the most important principles and strategies in order to obtain competitive advantage and developing an organization. Since services quality plays a fundamental role in service markets, so, the way of perception, evaluation and customers’ satisfaction from received services is especially important for organizations. The banking system is also not an exception and quality rate development in offering services has created wonderful evolution in the banking industry. Now, since banks are considered as one of the most important service organizations that know their life due to customer existence, considering quality in services becomes important in this institution. According to the importance of this subject, the present research addresses the reviewing and ranking EFQM (European Foundation for Quality Management) success factors in Ansar bank. For this purpose, a number of 33 success factors were identified and then these factors were classified in 5 dimensions after studying the subject literature and interviewing with university professors and banking experts. Priority and importance of each one of these factors were evaluated by using SAW, TOPSIS and ELECTRE methods after designing and distributing questionnaire among banking experts. According to this fact that the results obtained from the above methods were not compatible with each other in some cases, integration techniques including average, Borda and Kaplan’s methods were used in order to reach the general consensus of rating factors. Finally, appropriate leadership style became the most important success factor and focusing on client satisfaction, client and stakeholders’ participation and involvement and commitment of the senior management were ranked as important factors, respectively.

Keywords : efqm success factors integration techniqe