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
Related Articles
- EP ID EP29719
- DOI -
- Views 359
- Downloads 7
Investigation and inspection of factors affecting the optimum performance of portfolio management in projects
Nowadays in small and huge project-based organizations has been challenged in superior manager especially management in project designation, time and financial management in Iran. Right project management is the succes...
Studying the barriers of women's progress into management positions from the perspective of human resources of General Directorate of Youth and Sports in West Azerbaijan
The purpose of this study was to investigate the barriers of women's progress into management positions from the perspective of human resource of general directorate of youth and sports in West Azerbaijan. Regarding th...
Hyperreality and Simulacra in Saved by Edward Bond and The Vertical Hour by David Hare: a Baudrillardian Reading
The present study examines hyperreality and simulacra in Saved by Edward Bond and The Vertical Hour by David Hare based on Baudrillard’s ideas. Baudrillard believes that in consumer society today there are no longer na...
A comparison of social skills in popular and unpopular children ages 4-6 in Shiraz
The aim of the present study is clarification of the social skills in popular and unpopular children ages 4-6 in the city of Shiraz. The sample group consisted of 200 children ages 6-4 in Shiraz which was finally reduce...
The effectiveness of behavioral-cognitive education on the raise of self-concept quantity and the attitude towards drugs in addicted prisoners
The present study was done with the aim of recognizing the effectiveness of behavioral-cognitive education on the raise of self-concept quantity and reducing the positive attitude towards drugs in the addicted prisoner...