Risk Modeling in Banking Services for the Blind Using Fuzzy FMEA and Graph Neural Network (GNN)

Document Type : Original Article

Authors

1 Professor, Faculty of Industrial Management and Technology, College of Management, University of Tehran, Tehran, Iran.

2 Ph.D. candidate, Faculty of Industrial Management and Technology, College of Management, University of Tehran, Tehran, Iran.

10.48308/jimp.14.4.223

Abstract

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.

Keywords

Main Subjects

References

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Journal of Industrial Management Perspective
Volume 14, Issue 4 - Serial Number 56
Issue in Progress
2024
Pages 223-255

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