Fuzzy Delphi algorithm and fuzzy DEMITEL in Designing and explanation of Relational capital in Banks

  Relational capital is one of the intangible assets that is defined as the role of the customer in the current and future income of the organization. Therefore, it is important to identify the factors affecting Relational capital.

The present study is applied according to its purpose and descriptive-causal based on the method.

In this research, first the factors affecting the banks' Relational capital were determined performed using the fuzzy Delphi method. Then a questionnaire related to DEMITEL was developed and provided to the experts in order to explain and evaluate the cause-and-effect relationships between the factors affecting the banks' Relational capital.

According to the fuzzy technique, the most important factor in the Relational capital of banks was the dispersion of ATMs, which shows the direct relationship of people with the bank at the community level. Also, according to DEMITEL analysis, finance and customer orientation were the most influential factors and customer orientation and absentee services were the most influential factors.