During the past few years, privatization has recently changed banking industry and there has been an increase competition in this industry. New banks try to present better services to absorb customers and traditional banks attempt to improve their services to retain their existing customers. In such environment and with limited amount of resources, there is a necessity to prioritize different influencing factors on the quality of the services. The proposed study of this paper presents a multi criteria decision making method along with Kano method to prioritize the most influencing factors of service quality. The proposed study of this paper is implemented for one of the oldest banks in Iran called Sepah. We have gathered different factors influencing customer satisfaction for all Sepah banks located in Semnan, Iran and using, analytical hierarchy process we provide a detailed ranking.

Successful organizations share some identical factors that pave the way for their success. Among these factors, strategic management is the key to success for organizations to contribute more to the competitive world market of today. In this respect, the pivotal role of outsourcing cannot be denied. This research parallelizes the criteria affecting the outsourcing success as presented in Elmuti model with the Balanced score card method in the Tose & apos; e Ta & apos; avon Bank. In this research, questionnaires and interviews with experts helped determine the strategic goals at four perspectives of balanced score card method (at Tose & apos; e Ta & apos; avon Bank) and the relative weights were computed for each of balance score card (BSC) perspectives by using AHP method. As the next step, the indexes were prioritized by applying the quality function development(QFD) technique and considering strategic goals at four perspectives in section "WHAT" and the outsourcing success criteria of Elmuti model in section "HOW". At the end of algorithm, the results are compared with the Elmuti method. Based on the results, the hybrid proposed technique seems to perform better than Elmuti.

The present research purpose is applying a compose method from DEA and AHP for removing this technique deficiency on assessing. For this reason, a compose method on basis of unsubjective double comparisons matrix has been used. At research process, after specifying the input and output variables and also a proper model for DEA, computational research method are dismounted at two stages: At the first stage, DEA model, is dismounted for two-by –two of items (branches), regardless to other items. At the second stage, double items comparisons matrix is provided from first stage results, that is performed total rating by resolving a unit – level AHP model. For this purpose, for dismounting this technique, we have attempted to assess rivet producer units efficiency, at one of the greatest industrial units in Iran. Results indicate unit number 3 with efficiency amount 0.12622 has allocated the highest rate to own and unit number 1 and 2 with efficiency 0.12404 has allocated the least rates to own.