Asian Journal of Research in Banking and Finance

Development of banking services through information and communication technology networks and also the development of on-line banks and the presence of private banks in the country has brought about a high competition in the banking industry. This research is aimed at assessing electronic banking in Melli bank branches in Shiraz via balanced scorecard and fuzzy logic. Therefore, the questionnaires have been designed after description of the theoretical fundamentals in relation to performance assessment systems, balanced scorecard, electronic banking and the theory of fuzzy logic. After confirming the validity and reliability of the questionnaire, we began gathering data from the statistical population, who were the customers of Melli bank branches of Shiraz. With regard to the interaction of balanced scorecard, fuzzy data envelopment analysis has been used in order to specify the importance degree of indicators. Having determined the critical indicators via considering both the importance and performance of the indicators, we presented suggestions for improving electronic banking services. It was concluded in this research that the performance status of electronic banking in Melli bank branches of Shiraz is ideal in the four perspectives of finance, internal processes, customers, and growth and learning.