Implementation of Fuzzy Delphi Method in Designing AI-Based Social Banking Model for Iranian Cooperative Banks

Abstract

Cooperative banks, due to their socially oriented nature, play a crucial role in the socio-economic development of local communities, with the expansion of new technologies, making them ideal candidates for the implementation of AI-based social banking. Despite extensive literature on social banking and AI applications separately, there is a significant research gap regarding comprehensive models that specifically integrate AI functionalities with social banking principles in cooperative banking contexts. Furthermore, previous studies have not adequately addressed the specific conditions of developing countries such as Iran, especially considering unique challenges such as international sanctions and local economic constraints. This study adopted a two-stage qualitative approach. First, we systematically reviewed 36 academic articles published between 2014 and 2024 using a meta-synthesis methodology to identify initial dimensions and constructs. Second, we used the Fuzzy Delphi method with 15 banking industry experts to validate and localise the model through three rounds of evaluation, using a 0.7 threshold for final component acceptance. The research results led to the identification of 9 main dimensions and 56 components, with defuzzified values ranging from 0.719 to 0.881. The dimensions include AI technology and infrastructure, social development and community empowerment, financial and economic aspects, management and strategy, legal and regulatory framework, banking products and services, customer centricity, risk and security, and sustainability. Quantitative analysis revealed that components such as localisation of AI technologies (0.754), empowerment of female-headed households (0.769), supply chain financing (0.881), sanctions management (0.787), and alternative foreign exchange services (0.822) received the highest expert consensus, reflecting their critical importance in the Iranian banking context.