An Investigation and Ranking Public and Private Islamic Banks Using Dimension of Service Quality (SERVQUAL) Based on TOPSIS Fuzzy Technique

Abstract

Purpose: This paper propose a conceptual approach to assess the perceived service quality Dimensions such as SERVQUAL gap a between two types of banks, namely Public and Private Islamic Banks in Iran and to rank these characteristics of each Private and public Islamic Bank service. It aims to introduce (Fuzzy TOPSIS) approach for this purpose. In this paper is to propose a fuzzy multi-criteria decision model to evaluate the service quality of state and private banks. This paper develops an evaluation model based on the Fuzzy Analytic Hierarchy Process (FAHP) and Fuzzy Technique for Order Performance by Similarity to Ideal Solution (FTOPSIS) and Fuzzy Simple Additive Weighting (FSAW) methods. Furthermore, the relative weights of the chosen evaluation indexes were calculated by Fuzzy Analytic Hierarchy