Determining Optimum Pattern of E-Banking Services Development with the Purpose of Increasing of Customers Satisfaction

Abstract

Present study tries to determine the optimal model for establishment and performance of Electronic banking services regarding to increasing of customers satisfaction at Iran banking system. The most important Data & inputs are opinions and request customers, therefore in present study is used Interval Logic (special form of Fuzzy Logic) in order to enter ambiguities & uncertainty in the verbal Data resulted from customers opinions. Therefore techniques combination of Interval AHP and Interval VIKOR are used in this study. The results indicate that current model of E-banking services don't satisfy requests and opinions of the customers. Thus investment proposed model for development of ATM, Telephone banking, Electronic Cards, Internet banking, Point of Sale (POS), Mobile banking are 21/32% , 9/72%, 26/96% , 18/18%, 15/36% and 8/46% respectively.

Keywords

• Interval Logic
• Multiple Attribute Decision Making
• Electronic banking
• VIKOR
• AHP