Highlighting the main factors of internet banking via multiple criteria decision analysis

Musa Demirtas, Nima Ahmadi, Mohammad Dehghanimohammadabadi

Research output: Contribution to conferencePaperpeer-review

Abstract

From the rapid development of technology has emerged a novel banking service called internet banking or e-banking. Since E-banking enable customers to communicate with their banks and bank accounts via internet, a wide range of services can be provided to customers. These capabilities turn e-banking as one the crucial factors for competitive success in banking. Therefore, banks are increasingly investing on customer-centric analytical tools in order to investigate the better client buying and channel usage patterns, which can help build and improve customer relationships. However, banks need to seek how to reduce costs while they are trying to improve customer demands and business success. Thus, banks aim to focus on customer-centric factors and at the same time, cost-centric factors to survive in this competitive business world. This paper aims to identify the main e-banking aspects which can influence the customer satisfaction positively and reduce costs. These factors are derived from the literature, and are analyzed via a fuzzy AHP method in order to highlight the crucial criteria of E-banking.

Original languageEnglish (US)
Pages1430-1435
Number of pages6
StatePublished - 2020
Event2016 Industrial and Systems Engineering Research Conference, ISERC 2016 - Anaheim, United States
Duration: May 21 2016May 24 2016

Conference

Conference2016 Industrial and Systems Engineering Research Conference, ISERC 2016
Country/TerritoryUnited States
CityAnaheim
Period5/21/165/24/16

Keywords

  • E-banking
  • Fuzzy AHP
  • Multi criteria decision analysis

ASJC Scopus subject areas

  • Control and Systems Engineering
  • Industrial and Manufacturing Engineering

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