EVALUATING THE INFLUENCE FACTORS OF THE ELECTRONIC SERVICE QUALITY IN THE BANKING INDUSTRY WITH THE ANP AND FUZZY TOPSIS METHODS

Shahram Gilaninia, Mohammad Taleghani and Hamed Gheibdoust
Additional contact information
Shahram Gilaninia: Department of Industrial Management, Islamic Azad University, Rasht Branch, Rasht, Iran.
Mohammad Taleghani: Department of Industrial Management, Islamic Azad University, Rasht Branch, Rasht, Iran.
Hamed Gheibdoust: Department of Industrial Management, Islamic Azad University, Rasht Branch, Rasht, Iran.

Post-Print from HAL

Abstract: The purpose of this study is to evaluate the influence factors of electronic service quality (E-SQ) in the banking industry. A combination of Analytic network process (ANP) and Fuzzy-TOSIS methods was used in this study. ANP method was used to obtain the weight of criteria and sub-criteria and the Fuzzy TOPSIS method was used to prioritize four state banks of Rasht city. The data collection tool is ANP and TOPSIS questionnaire. Data collection is from October 2022 to January 2023. In the present study, 19 E-SQ sub-criteria were evaluated in the banking industry, and the Customers' trust sub-criteria was ranked first. Also, among the four studied public banks, Bank A1 was ranked first. Investigating the influence factors of E-SQ in the banking industry will make bank managers more familiar with the influence factors, and managers and policymakers in this area can provide better quality electronic services to bank customers.

Date: 2022-12-31
References: Add references at CitEc
Citations:

Published in Journal of Global Economics, Management and Business Research, 2022, 14 (3-4), pp.39-49. ⟨10.56557/jgembr/2022/v14i38079⟩

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05134273

DOI: 10.56557/jgembr/2022/v14i38079

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().