Designing an Optimal Model of Core Competencies for Employees in Public and Private Banks Using the Fuzzy Delphi Method

Abstract

This study aimed to design an optimal core competency model for employees in public and private banks in Iran using a systematic qualitative methodology validated by expert consensus. The research employed a qualitative design utilizing thematic analysis and the fuzzy Delphi method to identify and validate core competency components. Data were collected through semi-structured interviews with eight selected experts, including bank managers and academic professionals, chosen based on their experience in human resources and organizational development. MAXQDA 2020 software was used to conduct thematic analysis of the interview transcripts, leading to the identification of initial themes and subthemes. These were subsequently evaluated through two rounds of fuzzy Delphi surveys to determine consensus levels using triangular fuzzy numbers and defuzzified means. The final model comprised 7 core competency dimensions and 24 subcomponents. The key dimensions included accountability, professional behavior, continuous learning, ethical standards, service orientation, effective communication, and job knowledge and skills. Among these, accountability (e.g., task responsibility, compliance, commitment) and continuous learning (e.g., in-service training, knowledge advancement) received the highest consensus scores. The results also indicated consistency across both Delphi rounds, confirming the robustness of the identified competency structure. Minor variations in mean values highlighted some refinement in expert agreement during the second round. The developed competency model offers a validated framework for enhancing employee performance and aligning human resource practices with strategic objectives in Iran’s banking sector. It highlights the multidimensional nature of competencies, combining technical, behavioral, ethical, and cognitive skills. The model can serve as a foundation for recruitment, training, performance evaluation, and succession planning in both public and private banks, supporting sustainable organizational growth in an evolving financial environment.