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Purpose – Firms operating in the service sector must have a dynamic structure to be competitive in a volatile business environment. The dynamic structure brings skilled employees and talented managers together to create effective strategies for global competition. In traditional retail service companies, the majority of the staff interacts intensively with the clients and engaged in advanced facilities. The purpose of this research is to evaluate the performance results of the banks in Turkey based on the level of customer service and satisfaction within an interdisciplinary frame. Design/methodology/approach – The fuzzy VIKOR and AHP method has been applied to analyse the performance levels of Turkish banks registered in Borsa Istanbul. In order to obtain the dynamics of data, the customer satisfaction competencies have been identified as the reference points for experts. Findings – The empirical results confirm that the performance results of the banks vary based on customer satisfaction level and ownership types. The fundamental conclusion clarifies the facilities of the state-owned banks are suitable for meeting customer expectations, private bank's performance level is higher than foreign banks, foreign banks have the weakest performance results based on customer satisfaction level with a negative financial outcomes in local countries and finally, state-owned banks with their strong assets serve the customers in expected manner. Originality/value – Generating sales revenue based on effective customer services and quality improvement requires prompt response to changing competitive conditions and customer demands. Effective customer service in performance evaluation process has a strategic role in adopting competitive strategies. The originality of the study is to evaluate the performance results of the customer satisfaction using the hybrid approach under the fuzzy environment.

Nowadays, effective business performance depends on digital competitive factors and its ability to transform corporate capabilities in the light of digitalization. In this study, the evolving role of automated systems for global business operations in the era of Industry 4.0 has been assessed from a theoretical perspective with a practical approach. It is aimed to demonstrate the role of high technologies in an effective supply chain management system with new technological components and cyber-security issues of automated vehicles in SCM. This study highlights that developments in Artificial Neural Networks, Image Processing, Multi-Purpose Decision-Making, Blurred Linguistic Variables, and automated systems increase the performance of the supply chain management system and boost business performance. It is also shown that the evolving role of the automated system requires capital investments on Research and Development efforts

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This paper demonstrates the relationship between CAMELS ratios and credit ratings of deposit banks in Turkey. Annual data was used for the period between 2004 and 2014 in this study. Moreover, 20 deposit banks of Turkey were analyzed and 21 different ratios of CAMELS components were used. In addition to that, credit ratings of these banks were provided from Moody’s corporation or annual activity reports of the banks. After that, we created multi nominal logistic regression analysis in order to illustrate the relationship. The major finding in this study is that three components (Asset Quality, Management Quality, and Sensitivity to Market Risk) of CAMELS have effects on credit ratings whereas the ratios related to Capital Adequacy and Earnings are not effective. As a result, it was recommended that Turkish deposit banks should concentrate on the percentage of fixed assets and interest income to have a better rating. Moreover, having high market share with respect to total assets and lower interest expense are also other important points for this purpose. On the other hand, Turkish deposit banks should control the proportion of financial assets and increase the amount of FX liquid assets to prevent credit ratings to decrease. Additionally, market share of banks for loans should not reach at high level for this objective.

Effective decision making in the financial markets is an important issue for individual and institutional investors in a competitive and risky environment. However, the majority of the investors do not integrate conflict hazards with financial risks in this environment. Accordingly, the best way to select the right market for profitable investments requires the evaluation of bipolar risks covering conflict risk and financial risk using multi-criteria decision-making approaches. The aim of the paper is to discover the comparative performance of emerging markets based on the bipolar risks of the capital markets using hybrid multi-criteria decision analysis methods in economics. Fuzzy AHP-TOPSIS (FAHP) and Fuzzy AHP-VIKOR methods were used to analyze the financial and conflict risk-based performance levels of selected emerging economies. The seven determinants in this model have been derived from the Advanced and Emerging Market Financial Stress Index and Conflict risk index. The findings demonstrate that the comprehensive performance results of the emerging markets vary based on the competencies of the bipolar risks. The two methods, with different steps for ordering the alternatives, had the same performance results in ranking the emerging economies. The overall performance of each method demonstrates that both methods give coherent results in ranking the E7 economies under the fuzzy environment. The originality of the study is that the FAHP gives more sensitive results than classic AHP method in evaluating the alternatives under a fuzzy environment. In addition, a comparative analysis was applied to evaluate the bipolar risk-based performance results using a hybrid approach under the fuzzy environment.

<p>Location selection problem in banking is an important issue for the commercial success in competitive environment. There is a strategic fit between the location selection decision and overall performance of a new branch. Providing physical service in requested location as well as alternative distribution channels to meet profitable client needs is the current problematic to achieve the competitive advantage over the rivalry in financial system. In this paper, an integrated model has been developed to support in the decision of branch location selection for a new bank branch. Analytic Hierarchy Process (AHP) technique has been conducted to prioritize of evaluation criteria, and multi-objective optimization on the basis of ratio analysis (MOORA) method has been applied to rank location alternatives of bank branch.  </p>