IAC-Budapest, Budapest, Hungary, 15 - 16 March 2019, pp.116-120
Digital transformation aims to include digital technologies into organizational activities, business processes and models, and capabilities in order to improve operations, provide cost efficiency while maintaining customer satisfaction. It has been crucial for companies to keep up with increasing technology in global competitive environments. In banking sector, a digital project should be managed efficiently to survive in competition and gain advantage in future. Banks can improve customer experience and marketing skills by using digital technologies to offer quality service to customers while providing cost savings for themselves. This work introduces a fuzzy cognitive map technique to determine the importance degrees of factors for adapting digital transformation into banking sector. Causal links among the factors, positive as well as negative relations between pair of criteria, and lack of crisp data lead to employ fuzzy cognitive map as an appropriate methodology to evaluate digital transformation factors in banking sector.