We found a match
Your institution may have access to this item. Find your institution then sign in to continue.
- Title
PERFORMANCE EVALUATION OF INTERNET BANKING BRANCHES VIA A HYBRID MCDM MODEL UNDER FUZZY ENVIRONMENT.
- Authors
ECER, Fatih
- Abstract
In this age of competitive markets, Internet Banking (IB) has attracted much attention from banks, clients, and governments. This study aims to suggest a hybrid model including two techniques, namely the Fuzzy Analytic Hierarchy Process (FAHP) and COmplex PRoportional ASsessment of alternatives with Grey relations (COPRAS-G) to evaluate the performance of IB branches. First, the FAHP is used to calculate the importance weight of the seven IB adoption factors, namely usefulness, price, security, complexity, service quality, 7/24 availability, and satisfaction. Subsequently, the COPRAS-G method is utilized to select the best IB branch. For the case study IB branches of four Turkish banks are evaluated. With the use of FAHP method, "security" is the most important factor affecting IB performance and followed by "complexity". Furthermore, Garanti Bankasi has the best IB branch in Turkey. Consequently, the proposed model provides comprehensive and systematic approach to evaluate the performance of IB branches and can be recommended to banks so that they can improve their IB operations to achieve a higher performance and client satisfaction level under fuzzy environments.
- Subjects
ONLINE banking; BRANCH banks; PERFORMANCE evaluation; CLIENT satisfaction; MULTIPLE criteria decision making; ANALYTIC hierarchy process
- Publication
Economic Computation & Economic Cybernetics Studies & Research, 2015, Vol 49, Issue 2, p200
- ISSN
0424-267X
- Publication type
Case Study