Providing an Interactive Model of Performance Appraisal Indicators in the Banking Industry (Case Study: Refah Bank)

With increasing competition in the Iranian banking system, banks should always evaluate their performance and use appropriate models to rank and compare with organizations that have similar activities. The purpose of this study was to identify the interactive relationships between performance appraisal indicators because in the real world the causes affecting the occurrence of a phenomenon cannot be considered independent of their effects on each other. This study is based on a mixed approach; at the qualitative step, the study seeks to identify indicators, components and dimensions of performance evaluation in the banking industry and at the quantitative step, it seeks to analyze the structure of relationships between dimensions and components using two methods of interpretive structural modeling (ISM) and fuzzy DEMATEL. In the qualitative part of the research, based on the data collected through semi-structured interviews with experts in banking, thematic analysis and MAXQDA software, local indicators, components and dimensions of performance appraisal in the Iranian banking industry consistent with economic, social, cultural structures were identified. Based on the results, the performance appraisal model in the country's banking industry includes six main dimensions. Based on the items extracted and identified from interviews with experts, these dimensions included risk management, economic indicators, operating environment, internal stakeholders, and the production and development of services, along with a forward-looking dimension. In addition, the results of ISM showed that the two dimensions of risk management and internal stakeholders were of the highest importance in the field of performance appraisal in the banking industry. In addition, the results of the fuzzy DEMATEL method showed that the risk management dimension is the most effective and the economic indicators dimension is the most impressionable compared to the other dimensions.