Prioritizing the Effective Factors on the Quality of Electronic Banking Services using Fuzzy Analytical Hierarchy Process (FAHP) (Case Study: Tejarat Bank of Shiraz)
Journal Title: Journal of Science and today’s world - Year 2018, Vol 7, Issue 6
Abstract
One of the fastest and best channels of service distribution to customers, that is used by financial service providers, is e-banking. Delivering better services by e-banking will greatly affect the customers' satisfaction with the bank, which will lead to profitability, retaining customers and greater market share. The present study is a functional research with the aim of determining the effective factors on customers' satisfaction with the quality of electronic services provided by the branches of Shiraz Tejarat banks. These factors are investigated in this case study. In this research, the qualitative dimensions of e-banking services have been investigated. To this end, using the technology and infrastructures of e-banking-service quality indices were extracted from the existing resources, papers, and researches. Using the FAHP method of multi-criteria decision making, e-banking technologies were ranked based on the quality of services in the existing banking system. The Tejarat bank of this study was selected as the case study and the analyses were conducted based on the opinion and judgment of the experts of this bank. The results of this research show that among the eight identified dimensions of ebanking, the dimension of availability, efficiency, and confidentiality with the highest possible weight are ranked first to third. Then, accountability, performance, connectivity, service compensation, and the beauty of design are ranked fourth to eighth.
Authors and Affiliations
Mohammad Javad Pakdel
Keywords
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