سامانه مدیریت نشریات علمی دانشگاه شهید بهشتی

جعفرنژاد چقوشی, احمد, خانی, امیرمحمد, رضاسلطانی, آرمان. (1403). مدل سازی ریسک در خدمات بانکی نابینایان با استفاده از FMEA فازی و شبکه عصبی گراف (GNN). , 14(4), 223-255. doi: 10.48308/jimp.14.4.223
احمد جعفرنژاد چقوشی; امیرمحمد خانی; آرمان رضاسلطانی. "مدل سازی ریسک در خدمات بانکی نابینایان با استفاده از FMEA فازی و شبکه عصبی گراف (GNN)". , 14, 4, 1403, 223-255. doi: 10.48308/jimp.14.4.223
جعفرنژاد چقوشی, احمد, خانی, امیرمحمد, رضاسلطانی, آرمان. (1403). 'مدل سازی ریسک در خدمات بانکی نابینایان با استفاده از FMEA فازی و شبکه عصبی گراف (GNN)', , 14(4), pp. 223-255. doi: 10.48308/jimp.14.4.223
جعفرنژاد چقوشی, احمد, خانی, امیرمحمد, رضاسلطانی, آرمان. مدل سازی ریسک در خدمات بانکی نابینایان با استفاده از FMEA فازی و شبکه عصبی گراف (GNN). , 1403; 14(4): 223-255. doi: 10.48308/jimp.14.4.223

مدل سازی ریسک در خدمات بانکی نابینایان با استفاده از FMEA فازی و شبکه عصبی گراف (GNN)

چشم‌انداز مدیریت صنعتی
دوره 14، شماره 4 - شماره پیاپی 56، 1403، صفحه 223-255    اصل مقاله (2.32 M)
نوع مقاله: مقاله پژوهشی
شناسه دیجیتال (DOI): 10.48308/jimp.14.4.223
نویسندگان
احمد جعفرنژاد چقوشی* 1؛ امیرمحمد خانی2؛ آرمان رضاسلطانی2
1استاد، دانشکده مدیریت صنعتی و فناوری، دانشکدگان مدیریت، دانشگاه تهران، تهران، ایران.
2دانشجوی دکتری، دانشکده مدیریت صنعتی و فناوری، دانشکدگان مدیریت، دانشگاه تهران، تهران، ایران.
چکیده
مقدمه و اهداف: در دنیای امروز، دسترس‌پذیری و امنیت خدمات بانکی برای تمامی اقشار جامعه، به ویژه گروه‌های آسیب‌پذیر مانند نابینایان، از اهمیت ویژه‌ای برخوردار است. با توجه به اهمیت روزافزون بانکداری دیجیتال، شناسایی و ارزیابی ریسک‌های مرتبط با دسترسی و امنیت خدمات بانکی برای نابینایان از اولویت‌های اساسی محسوب می‌شود. هدف این پژوهش، شناسایی، ارزیابی و اولویت‌بندی ریسک‌های اصلی در ارائه خدمات بانکی به نابینایان و ارائه راهکارهایی برای کاهش این ریسک‌ها است، به‌گونه‌ای که با بهبود زیرساخت‌ها و فناوری‌های مورد استفاده، دسترسی نابینایان به خدمات بانکی به‌طور معناداری تسهیل شود. این پژوهش ترکیبی از دو روش تحلیل ریسک FMEA فازی و شبکه عصبی گراف (GNN) را به کار می‌گیرد تا به‌صورت دقیق‌تر و جامع‌تری روابط و تعاملات میان ریسک‌ها شناسایی شود.
روش‌ها: پژوهش حاضر در دو مرحله اصلی صورت پذیرفت. در مرحله اول، از روش FMEA فازی برای شناسایی و ارزیابی ریسک‌ها استفاده شد. این روش به دلیل قابلیت آن در کار با اعداد فازی، به‌طور ویژه‌ای مناسب تحلیل معیارهای شدت، وقوع، و قابلیت کشف هر ریسک در شرایطی با عدم قطعیت است. پس از گردآوری نظرات خبرگان، این معیارها به مقادیر غیرفازی تبدیل شده و اولویت‌بندی ریسک‌ها مشخص گردید. مرحله دوم به کاربرد شبکه عصبی گراف اختصاص داشت که برای مدل‌سازی و تحلیل وابستگی‌های پیچیده و روابط متقابل بین ریسک‌ها به کار گرفته شد. GNN به عنوان یک ابزار قدرتمند یادگیری ماشینی امکان بررسی وابستگی‌های متقابل میان معیارها و نودهای مختلف را فراهم می‌آورد. داده‌های پژوهش از طریق نظرسنجی‌هایی که با ۱۲ نفر از خبرگان بانکداری و خدمات ویژه نابینایان انجام شد، گردآوری شدند. به هر خبره یک پرسشنامه شامل جفت‌های مختلف معیارهای ریسک ارائه شد و آنها به هر جفت نمره‌ای بین صفر تا چهار دادند. سپس، برای کاهش اثر نظرات فردی و کسب یک ارزیابی جامع، میانگین نمرات خبرگان به عنوان وزن نهایی روابط بین معیارها در گراف استفاده گردید.
یافته‌ها: نتایج به‌دست‌آمده از تحلیل FMEA فازی نشان داد که «دسترسی فیزیکی»، «نابرابری‌های اقتصادی»، «شکاف دیجیتال» و «موانع فناورانه» از مهم‌ترین ریسک‌ها در دسترسی نابینایان به خدمات بانکی هستند. نتایج RPN (عدد اولویت ریسک) غیرفازی هر ریسک نشان داد که دو ریسک «دسترسی فیزیکی» و «نابرابری‌های اقتصادی» بیشترین اولویت را برای رسیدگی دارند و نیازمند توجه ویژه‌ای هستند. نتایج به دست آمده از GNN نیز تأیید کرد که برخی از این ریسک‌ها، نظیر دسترسی فیزیکی و موانع فناورانه، تأثیرات متقابل و پیچیده‌ای بر سایر ریسک‌ها دارند و نقش اساسی در شبکه روابط میان معیارها ایفا می‌کنند. به طور خاص، معیارهای «نابرابری‌های اقتصادی» و «موانع فناورانه» به عنوان عوامل اصلی تأثیرگذار در شبکه گراف شناسایی شدند که کاهش این ریسک‌ها می‌تواند تأثیر مهمی بر دسترسی و تجربه بانکی نابینایان داشته باشد. این یافته‌ها همچنین نشان داد که در نظر گرفتن جنبه‌های اقتصادی و فناورانه به تنهایی کافی نیست و باید تعاملات میان این معیارها نیز مورد توجه قرار گیرد.
نتیجه‌گیری: بهبود دسترسی نابینایان به خدمات بانکی مستلزم رویکردی چندوجهی است که به‌طور هم‌زمان ارتقای زیرساخت‌های فیزیکی، کاهش نابرابری‌های اقتصادی، آموزش و آگاهی‌بخشی در حوزه فناوری‌های بانکی، و تقویت امنیت اطلاعات را دربرگیرد. یافته‌های این پژوهش حاکی از آن است که ترکیب FMEA فازی و GNN در ارزیابی ریسک‌های خدمات بانکی نابینایان می‌تواند به شناسایی تعاملات و اولویت‌بندی دقیق‌تر ریسک‌ها کمک کند و زمینه‌ساز طراحی راهکارهای جامع‌تر و مؤثرتری برای دسترسی این قشر به خدمات بانکی باشد. این پژوهش پیشنهاد می‌کند که بانک‌ها و مؤسسات مالی، با به‌کارگیری نتایج این تحقیق، راهکارهایی جامع برای ارتقای دسترس‌پذیری و بهبود تجربه کاربری نابینایان در خدمات بانکی ارائه دهند. افزایش رضایت و اطمینان این گروه از مشتریان می‌تواند در نهایت منجر به بهبود اعتبار و مسئولیت‌پذیری اجتماعی بانک‌ها گردد.
کلیدواژه‌ها
تحلیل ریسک‌؛ خدمات بانکی؛ FMEA فازی‌؛ شبکه عصبی گراف (GNN)؛ شکاف دیجیتال
عنوان مقاله [English]
Risk Modeling in Banking Services for the Blind Using Fuzzy FMEA and Graph Neural Network (GNN)
نویسندگان [English]
Ahmad Jafarnejad Chaghoshi1؛ Amir Mohammad Khani2؛ Arman Rezasoltani,2
1Professor, Faculty of Industrial Management and Technology, College of Management, University of Tehran, Tehran, Iran.
2Ph.D. candidate, Faculty of Industrial Management and Technology, College of Management, University of Tehran, Tehran, Iran.
چکیده [English]
Introduction and objectives: In today's world, accessibility and security of banking services for all members of society, particularly vulnerable groups such as the blind, are of utmost importance. With the increasing significance of digital banking, identifying and assessing risks related to accessibility and security of banking services for the blind has become a fundamental priority. This research aims to identify, evaluate, and prioritize the main risks associated with providing banking services to the blind and propose solutions to mitigate these risks. The goal is to improve the infrastructure and technologies used to significantly facilitate access to banking services for the blind. This study employs a combination of two methods: fuzzy Failure Mode and Effects Analysis (FMEA) and Graph Neural Networks (GNN), to more accurately and comprehensively identify the relationships and interactions among risks.
Methods: This study was conducted in two main stages. In the first stage, the fuzzy FMEA method was used to identify and evaluate risks. Due to its capability to work with fuzzy numbers, this method is particularly suitable for analyzing the criteria of severity, occurrence, and detectability of risks under conditions of uncertainty. After collecting experts' opinions, these criteria were defuzzified into crisp values, and the risks were prioritized. The second stage involved applying the Graph Neural Network (GNN) method to model and analyze the complex dependencies and interrelationships among the risks. GNN, as a powerful machine learning tool, enables the examination of interdependencies among different criteria and nodes. The research data were gathered through surveys conducted with 12 experts in banking and specialized services for the blind. Each expert was presented with a questionnaire containing various pairs of risk criteria and was asked to assign a score between 0 and 4 to each pair. To reduce the impact of individual opinions and achieve a comprehensive assessment, the average scores given by the experts were used as the final weights of the relationships among the criteria in the graph.
Findings: The results of the fuzzy FMEA analysis revealed that "physical access," "economic inequalities," "digital divide," and "technological barriers" are among the most significant risks to the accessibility of banking services for the blind. The non-fuzzy Risk Priority Number (RPN) results indicated that the risks "physical access" and "economic inequalities" require the highest priority attention and demand special focus. The GNN analysis confirmed that some risks, such as physical access and technological barriers, have complex and mutual effects on other risks and play a crucial role in the network of relationships among criteria. Specifically, the criteria "economic inequalities" and "technological barriers" were identified as key influencing factors within the graph network. Addressing these risks can significantly improve the accessibility and banking experience for the blind. Furthermore, the findings emphasized that focusing solely on economic and technological aspects is insufficient; the interactions among these criteria must also be considered.
Conclusion: Enhancing access to banking services for the blind requires a multifaceted approach that simultaneously focuses on improving physical infrastructure, reducing economic inequalities, raising awareness and providing training on banking technologies, and strengthening information security. The findings of this study demonstrate that integrating fuzzy FMEA and GNN can effectively identify interactions and prioritize risks more accurately, providing a foundation for designing more comprehensive and impactful solutions to improve the accessibility of banking services for the blind. It is recommended that banks and financial institutions utilize these findings to implement inclusive solutions that enhance accessibility and user experience for the blind. Such efforts can ultimately increase customer satisfaction and trust, improving the credibility and social responsibility of banks.
کلیدواژه‌ها [English]
Risk analysis, Banking Services, Fuzzy FMEA, Graph Neural Network (GNN), Digital Divide
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