E-SERVICE QUALITY OF INTERNET BASED BANKING USING COMBINED FUZZY AHP AND FUZZY TOPSIS

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Özdağoğlu A., Güler M. E.

TEHNICKI VJESNIK-TECHNICAL GAZETTE, cilt.23, sa.4, ss.1109-1116, 2016 (SCI-Expanded) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 23 Sayı: 4
  • Basım Tarihi: 2016
  • Doi Numarası: 10.17559/tv-20140801181553
  • Dergi Adı: TEHNICKI VJESNIK-TECHNICAL GAZETTE
  • Derginin Tarandığı İndeksler: Science Citation Index Expanded (SCI-EXPANDED), Scopus
  • Sayfa Sayıları: ss.1109-1116
  • Anahtar Kelimeler: fuzzy AHP, fuzzy TOPSIS, internet based banking, service quality, SELECTION, CHAIN
  • Dokuz Eylül Üniversitesi Adresli: Evet

Özet

Many researchers have used service quality scales for measuring service quality of banking sector including e-banking. Technology and technological tools are rapidly changed and every household has computers, pads and smartphones. They also get used to make banking operations with computers, pads or smartphones. In this study, we employed a fuzzy based prioritization using AHP and TOPSIS methods to the e-banking service quality indicators. The survey was carried out with the banking specialists and managers in both public and private banks inTurkey. The results provide helpful information for both web designers and internet users for developing and using the e-banking.