A fuzzy Z-AHP Z-TOPSIS model to rank architectural adaptation of bank branches to new technologies and changing customer profiles

Purpose Banks seek to enhance branch efficiency through architectural adaptations that align with technological advancements and evolving customer preferences. Selecting the right branches for renovation is crucial to minimizing structural modifications and reducing costs. This paper evaluates bank branch architecture to determine adaptability to next-generation banking environments. Design/methodology/approach Selecting branches for rehabilitation involves evaluating multiple factors, requiring multi-criteria decision-making methods. This study applies a hybrid approach that integrates fuzzy Z-AHP for weighting decision criteria and fuzzy Z-TOPSIS for ranking alternatives, effectively handling uncertainty in expert evaluations and improving decision accuracy. Findings The model was tested in a real-world scenario with a private bank in Northern Cyprus, where it evaluated the architectural design of 11 branches for potential adaptation. The results offer a structured approach to decision-making and provide clear insights into selecting bank branches best suited for future-oriented architectural designs. This paper will appeal not only to professionals in the financial sector and architecture but also to those involved in investment analysis, operations research and decision-making. Practical implications The model offers banks a structured methodology to optimize branch networks by providing data-driven insights for architectural adaptation. As part of a broader competitive strategy, it supports investment planning by integrating spatial design with brand identity, aligning with contemporary architectural approaches that emphasize the experiential and symbolic qualities of space. Beyond banking, the framework has potential applications in financial services and other industries seeking to enhance customer experience through architectural transformation. Originality/value Existing literature on bank branch transformation primarily focuses on financial and operational performance, with limited attention to architectural adaptability. This model systematically integrates spatial and design factors into strategic decision-making, bridging this gap. Its flexibility allows for the inclusion of new parameters, making it applicable beyond banking to broader architectural evaluations.