A Universal Banking Model Based on Empowerment and Skills Development
The present paper aims to propose a universal banking system focusing on the empowerment and skill development of bank employees. This study used the Delphi fuzzy method to select experts and classify and analyze their responses. Further, the DEMATEL method was used to identify and investigate the criteria correlations and map the network relationships. A robust statistical method was used to solve optimization problems based on data uncertainty. The results drawn from the model indicated that factors such as employee decision-making ability, responsibility towards executing a decision, access to decision tools, and employee self-efficacy sources influence the empowerment of employees and correct implementation of private, corporate, business, and investment banking. Further, they showed that sense of competence, motivation, participation, sense of effectiveness, and information technology influence universal banking. In addition, training and reward influence all types of universal banking.
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