The aim of this study is to determine the factors causing bank employees to make mistakes and to identify precautions preventing human errors by taking into account the ergonomic and aeromedical perspective approaches among the human error models and classes involved in human error studies. Two methods were used in the study. One of them is Reason's Human Factor Analysis and Classification System (HFACS) consisting of four-level to determine secret and active errors. The other one is the Multi-criteria Hesitant Fuzzy Linguistic Term Set (MC-HFLTS) which is based on fuzzy grammar, which provides the flexibility of decision-makers to express their views using free-content linguistic terms sets and using different expressions. The HFACS & MC-HFLTS integrated method obtained from above-mentioned two-method provides to create a hierarchical structure for the error factors and to use more than one term in expressing the opinion of the decision maker. According to the results obtained from the study, the most effective factor that causes bank employees to make mistakes is the staff factor, while Physical Environment, Technological Environment and Mental Restrictions are determined as the most important sub-criteria, respectively. In the banking sector, the share of mental limitations is high due to the risk for employees to make mistake causing the fear and pressure. In current literature, it was observed that HFACS method was applied only in hospitals for the service sector. As a contribution to the literature, for the first time in this study, the error factors in the banking sector were discussed and the HFACS & MC-HFLTS methods were integrated.

Author Name: Tuba ADAR, Elif K?l?ç DEL?CE

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Keywords: Human factor analysis and classification system, Hesitant Fuzzy Linguistic Term Set, Error factors, Bank, Decision making

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EISSN: 2651-4877

EOI/DOI: https://doi.org/10.33439/ergon

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