Identification the Service Capabilities Criteria in Banking Industry Using Fuzzy Delphi method: analysis of Criteria Using Fuzzy Analytical Hierarchy Process

identifying a competitive position depends on identifying the sources of competitiveness. From a resource-based view, service delivery depends largely on the organization's resources and capabilities to create a sustainable competitive advantage in the long run. The purpose of this study is to identify and determine the capabilities that have the greatest impact on the competitive advantage of small enterprises in Iran. Based on the resource-based view, service dimensions and capabilities, including managerial, organizational, marketing and service quality capabilities were comprehensively identified through documentary study and with the help of Fuzzy Delphi method and the opinion of 10 experts. In order to identify the capabilities that bring the most competitive advantage to banking industry, the Fuzzy Analytical Hierarchy Process method was used. The results showed that management capabilities in banking industry are more important than other capabilities and the combination of values and attitudes of the top management team for organizational tasks and decisions as well as customer expectations of quality processes and services are of particular importance.