Performance evaluation plays an important role in determining faults and difficulties of any
organization as well as attempting to increase capabilities and improve activities. Data
envelopment analysis (DEA), as a non-parametric method, has been one of the most important
and significant management tools for measuring output or efficiency. In this paper, we propose
a method to utilize balanced score card (BSC) as a tool for designing performance evaluation
indices of an organization. The integrated BSC-DEA has been applied as an empirical case for
a major private bank organization and the results are analyzed.

One of the important factors for the success of a bank industry is to monitor their customers & apos;
behavior and their point-of-sale (POS). The bank needs to know its merchants & apos; behavior to find
interesting ones to attract more transactions which results in the growth of its income and
assets. The recency, frequency and monetary (RFM) analysis is a famous approach for
extracting behavior of customers and is a basis for marketing and customer relationship
management (CRM), but it is not aligned enough for banking context. Introducing RF*M* in
this article results in a better understanding of groups of merchants. Another artifact of RF*M*
is RF*M* scoring which is applied in two ways, preprocessing the POSs and assigning
behavioral meaningful labels to the merchants’ segments. The class labels and the RF*M*
parameters are entered into a rule-based classification algorithm to achieve descriptive rules of
the clusters. These descriptive rules outlined the boundaries of RF*M* parameters for each
cluster. Since the rules are generated by a classification algorithm, they can also be applied for
predicting the behavioral label and scoring of the upcoming POSs. These rules are called
behavioral rules.

During the past few years, electronic marketing has gained significant portion of market share in the world. People become familiar with various products and services through the magic of internet and they could make their purchase with an ease of a click of a button. This paper presents an investigation on important factors influencing e-marketing in banking industry in city of Tehran, Iran. The proposed study designs a questionnaire in Likert scale consists of 19 questions, distributes it among 250 Iranian experts and analyzes it based on principal component analysis. During the survey, the number of questions are reduced to 16. Cronbach alpha is calculated as 0.90 and Kaiser-Meyer-Olkin Measure of Sampling Adequacy and Approx. Chi-Square are 0.939 and 2938, respectively. Based on the results of our survey, we have derived two factors including environmental factors as well as information technology.

One of the most important issues on revenue management in banking industries is the assignment of loan to customers. In fact, a big portion of banks' revenue is from loan assignment and choosing appropriate customers for loan assignment not only reduces the financial risk but also it can increase the revenue. In this study, we perform an empirical study to find out whether customers' financial statements could provide enough information about customers for loan assignment. The other objective of this study is to find out whether banks' officials could understand about the details of customers' financial statements. Finally, we want to find out whether there is any relationship between unpaid loans and customers' credit rating. The present study is executed on an Iranian bank by distributing a questionnaire analyzing the results. The results indicate that there are some strong evidence that financial statement could help bank official determine customers' credit rating. The survey also concludes that highly education and experienced employees are the best people for devoting best credit rating for customers.

One of the primary concerns of many corporate organizations is to assess the weakness and strength of their future partners in an attempt to reduce all potential risks involved with them. In this paper, we present a BSC-DEA based model to indentify strengths, weaknesses, opportunities and threats of a firm. The proposed model of this paper assumes there are various uncertainties associated with all input/output parameters and uses fuzzy numbers to handle the uncertainties. We also consider a real-world case study of banking industry where four major banks are possible candidates of a partnership and implement the proposed model of this paper for this case study. The results of this study reveal some of the issues such as weakness of electronic banking, services and resource allocation as part of their infrastructure problems.

Nowadays, the importance of achieving sustainable organization with competitive advantage in complex environments has many researchers’ interest. So, in this study, we evaluate different views of MKM and its role to reach SCA within banking industry. This research is relatively the scarce empirical study and adds to its originality. The findings offer valuable insights on the generalizability of MKM in a research setting. In fact, the purpose of this study is to empirically test the effect of the marketing knowledge management (MKM) on sustainable competitive advantage (SCA) within banking industry of Iran. A valid research instrument was utilized to conduct a survey of 150 top- and middle-level managers from Mellat bank of Iran (MBI). With a response rate of 81.3 percent, 122 questionnaires were returned; the number of valid and usable questionnaires was 101. Using exploratory and confirmatory factor analyses, MKM were classified into organizational strategies, culture and performance of senior manager, information technology (IT), research and development (R & D), internal customer (personnel), and external customer (client). Moreover, MBI’ SCA was classified into three dimensions: market, customer, finance. Structural equation modelling was utilized to test the stated hypotheses and model. Statistical support was found for the hypothesized relationships. Moreover it has been shown that MKM maintained the greatest effect on the market centered SCA, while it had the least influence on the customer centered.

Data Envelopment Analysis (DEA) is one of the most popular techniques for measuring the relative efficiencies of a set of decision making units (DMUs), which use different inputs producing various outputs. Ranking of efficient DMUs is one of the most interesting DEA perspectives. However, there are cases where we see some limitations on available resources and the proposed model of this paper is associated with Indicator with Limited Sources (ILS), which affects ranking methods. The ILS exists as fixed amount in a community and the DMUs can own it with their abilities. When a DMU loses the same amount of the indicator, the rest of the DMUs are able to own some without even changing their capacities of other indicators and or vice versa. If a DMU looks for more of the same amount of the indicator, the rest of the DMUs have to supply it without even changing their capacity of other indicators. This paper develops a ranking method based on the ILS for the efficient DMUs, when there is changes either in inputs/ outputs ILS. The implementation of the proposed model is applied for a case study of banking system.

One of the most important strategic issues for any enterprise is to create
and deliver superior value for its customers and provide enough
evidences to convince them not to choose another competitive. In this
study, we study the effects of customer value, customer satisfaction and
customer loyalty on customer retention. The results indicate that all
aspects of the customer value have positive relationships with customer
satisfaction but only emotional value has a positive and direct
relationship with customer loyalty. The study confirms that while none
of customer value aspects has direct and positive relationship with
customer retention, both customer satisfaction and customer loyalty
positively and directly affect customer retention.