E-SERVICE QUALITY OF INTERNET BASED BANKING USING COMBINED FUZZY AHP AND FUZZY TOPSIS
TEHNICKI VJESNIK-TECHNICAL GAZETTE, vol.23, no.4, pp.1109-1116, 2016 (SCI-Expanded, Scopus)
- Publication Type: Article / Article
- Volume: 23 Issue: 4
- Publication Date: 2016
- Doi Number: 10.17559/tv-20140801181553
- Journal Name: TEHNICKI VJESNIK-TECHNICAL GAZETTE
- Journal Indexes: Science Citation Index Expanded (SCI-EXPANDED), Scopus
- Page Numbers: pp.1109-1116
- Keywords: fuzzy AHP, fuzzy TOPSIS, internet based banking, service quality
- Open Archive Collection: AVESIS Open Access Collection
- Dokuz Eylül University Affiliated: Yes
Abstract
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.