An AHP-based multi-criteria model for assessment of the social sustainability of technology management process: A case study in banking industry

The abrupt development of technology has confronted different industries' managers with crucial decision points. The scope of their decisions' impact goes beyond their companies' borders. Sustainable assessment of technology investigates the economic, environmental, and social effects of technologies on firms and their environment. Nonetheless, the technology management process includes different steps (such as technology acquisition and exploitation) which need a comprehensive decision-making tool toward sustainable development targets. This paper aims to propose an integrated decision-making model to investigate the social sustainability of the technology management process. Considering three main steps of the technology management process (technology selection, technology acquisition, and technology exploitation), we constructed our model utilizing the Analytic Hierarchy Process (AHP) as one of the most popular decision-making tools. In order to evaluate the efficiency of the model, we implemented it for E-banking technologies in one of the oldest banks of Iran (Iran's AgriBank). The results indicated that internet banking, internal R&D, and internal exploitation are the best decision alternatives among the technology management process from the social sustainability perspective. The results were validated by calculating the Consistency Rate (CR) and performing scenario-based sensitivity analysis.