Designing a Fuzzy Inference System for Selecting e-Banking Services (Case Study: Sepah Bank)
Recent growth and developments in internet and electronic services play a significant role in banking industry all over the world especially in Iran. It caused an intensive competition between governmental and non- governmental banks in the field of using e-banking services in a way that each bank a...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
University of Tehran
2012-09-01
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| Series: | Journal of Information Technology Management |
| Subjects: | |
| Online Access: | https://jitm.ut.ac.ir/article_28408_347a83bed369ed230f96aedb67748181.pdf |
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| Summary: | Recent growth and developments in internet and electronic services play a significant role in banking industry all over the world especially in Iran. It caused an intensive competition between governmental and non- governmental banks in the field of using e-banking services in a way that each bank attempts to attract more customers using high-quality e-services. Ways of delivering services, quality of services and specifications of e-banking services have direct relationship with tendencies and orientations of customers in using e-banking services. This fact also affects satisfaction and loyalty of customers. In this situation, customers will be more high-expected for receiving e-services in higher quality. By investigating e-banking literature; authors discovered lack of a comprehensive model for evaluating different aspects of e-banking services. As a result, the purpose of this research is to deeply explore the broad literature and to identify the most significant factors and indicators in evaluating the quality of e-banking services. Then by defining fuzzy set of factors affecting the selection of e-banking services which includes quality of service and trust, ease of use, responsiveness, information quality and also defining fuzzy membership functions and fuzzy rules, a comprehensive fuzzy inference system is provided so as to evaluate the tendency to use of e-banking services for Iranian banks. Finally satisfaction of e-banking services in Sepah bank as the first Iranian bank is evaluated through the model developed in this research. |
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| ISSN: | 2008-5893 2423-5059 |