Identifying and Ranking the Most Important Criteria Electronic of Quality Services for Internet Banking (Using a Hybrid Model of DEMATEL and ANP)
Subject Areas : مدیریتAli Mollahosseini 1 , Hadi Shafiee 2 , Reza Eftekhari Gifan 3
1 - Professor, Department of Management, Shahid Bahonar University, Kerman, Iran
2 - M.Sc. Student, Department of Management, Shahid Bahonar University, Kerman, Iran
3 - M.Sc. Student, Department of Management, Shahid Bahonar University, Kerman, Iran
Keywords: Internet banking, Identifying and Ranking, Electronic of Quality Services, DEMATEL and ANP,
Abstract :
In today's competitive world, internet banking and electronic service quality can differentiate organization in the face of other organizations. Focus on key areas of internet banking transform it into a multi-criteria decision problem and due to uncertainty on the issue, it can be examined under fuzzy condition. The research aims to identify and rank the most important quality criteria for e-banking services in various branches of Keshavarzi Bank in Kerman city. Considering the nature of the study; it is descriptive and according to the defined purpose, is practical and according to methods of carrying out is surveying. In this study, the most effective measures of e-banking services quality, according to previous studies, identified and then, the main factors compared using DEMATEL technique and the agents with low degree of importance were excluded. Afterwards, weighted matrix formed using ANP and the final ranking was done. The results of analysis of data were suggested that components of the continuous improvement and profits have maximum weight (0.174 and 0.172 respectively) while call and response components have minimum of one (0.063) among the effective components of e-banking quality of electronic service.