Journal of Entrepreneurship and Innovation Research

Journal of Entrepreneurship and Innovation Research

Evaluation of the innovation system of banking services for the blind with the integrated approach of Fuzzy DEMATEL-IPA (case study of Refah Kargaran Bank)

Document Type : Original Article

Authors
Amir Mohammad Khani 1
Amir Mohammad Khani 2
1 Ph.D. Candidate, Department of Industrial Management, Faculty of Management, University of Tehran, Tehran, Iran.
2 Prof., Department of Industrial Management, Faculty of Management, University of Tehran, Tehran, Iran.
10.22034/eir.2025.483114.1116
Abstract
Objective: The aim of this study is to evaluate the quality of innovation systems in banking services for the visually impaired. Specific objectives include identifying and analyzing key factors affecting service quality, offering strategies to improve accessibility, and enhancing customer satisfaction among blind users. The research also seeks to classify evaluation criteria, identify existing challenges, and propose improvements to current banking systems.
Method: A hybrid approach combining Fuzzy DEMATEL and Importance–Performance Analysis (IPA) was employed to analyze causal relationships and prioritize key factors. The case study was conducted at Refah Bank of Iran. Purposeful and snowball sampling methods were used. Data collection tools included questionnaires, surveys, and expert interviews with banking and academic professionals. A total of 8 experts completed the relevant Fuzzy DEMATEL and IPA questionnaires.
Findings: The results indicated that the most important evaluation criteria for banking services for the visually impaired are customer satisfaction, the number of accessible ATMs, and the increased use of online banking services. Major challenges identified include the lack of appropriate facilities in branches, insufficient staff training, and technological barriers. According to the Fuzzy DEMATEL analysis, factors such as the number of installed accessible ATMs and the costs related to accessibility enhancements and assistive technologies had the highest causal influence.
Conclusion: Recommendations include improving physical and digital infrastructures, increasing the number of accessible ATMs, and implementing comprehensive training programs for banking staff. These measures can significantly enhance accessibility and satisfaction for blind customers, thereby contributing to financial inclusion. The findings are practically relevant for disability sociology experts as well as governmental and non-governmental organizations supporting people with disabilities.
Keywords
Innovation in banking service
blind customers
customer satisfaction
innovation system

Subjects

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