Original scientific paper

https://doi.org/10.17559/TV-20140801181553

E-service quality of Internet based banking using combined fuzzy AHP and fuzzy TOPSIS

Aşkın Özdağoğlu ; Dokuz Eylül University, Faculty of Business, Tınaztepe Campus, Buca, İzmir, Turkey
Mehmet Emre Güler orcid.org/0000-0002-8689-9859 ; İzmir Kâtip Çelebi University, Faculty of Tourism, Main Campus, Çiğli, İzmir, Turkey

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.

Keywords

fuzzy AHP; fuzzy TOPSIS; internet based banking; service quality

Hrčak ID:

163758

URI

https://hrcak.srce.hr/163758

Publication date:

16.8.2016.

Article data in other languages: croatian

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