BANKA SEKTÖRÜNDE İNSAN HATA ANALİZİ İÇİN YENİ BİR BÜTÜNLEŞİK YÖNTEM: İFASS&ÇK-KBDTK

Yıl 2018, Cilt: 1 Sayı: 2, 108 - 122, 31.08.2018

Tuba Adar , Elif Kılıç Delice

https://doi.org/10.33439/ergonomi.482091

Cited By: 1

Öz

Bu çalışmada amaç; banka çalışanlarının hata yapmasında etkili olan
faktörleri ve insan hatalarını önleyecek önlemleri belirlemektir. Çalışmada 2
yöntem kullanılmıştır. Biri, Reason’ın gizli ve faal hatalarını ana hatları ile
belirlemek için dört hata seviyesinden oluşan, İnsan Faktör Analizi ve
Sınıflandırma Sistemi (İFASS)’dir. Diğer yöntem, karar vericinin
serbest-içerikli dilsel terim setleri kullanılarak görüşlerini ifade etmesinde
zenginlik ve farklı ifadeler kullanma esnekliği sağlayan ve temeli bulanık
dilbilgisine dayanan Çok-Kriterli Kararsız Bulanık Dilsel Terim Seti (ÇK-KBDTS)
yöntemidir. Elde edilen sonuçlara göre, ana faktörlerden Personel faktörü en
çok ağırlığa sahipken, alt kriterlerin global ağırlıklarına göre Fiziksel
Çevre, Teknolojik Çevre sonrasında Zihinsel Sınırlamalar en önemli kriterler
olarak belirlenmiştir. Bankacılık hizmet sektöründe çalışanlarda parasal
mevzularda hata yapma ve bunun sonucunun nelere sebep açacağı korkusu ve
baskısı nedeniyle zihinsel sınırlamaların payı yüksektir. Literatüre
bakıldığında İFASS yönteminin hizmet sektöründe sadece hastanelerde uygulandığı
görülmüştür. Bu çalışmada ilk defa, bankacılık sektöründe hata faktörleri ele
alınmış ve İFASS&ÇK-KBDTS yöntemleri entegre edilmiştir. Bu nedenle çalışmanın
literatüre katkısı olacağı düşünülmektedir.

Anahtar Kelimeler

İnsan Faktör Analizi ve Sınıflandırma Sistemi, Kararsız Bulanık Dilsel Terim Seti, Hata Faktörleri, Banka

Kaynakça

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