Pathology the Internet Banking Service Quality Using Failure Mode and Effect Analysis in Interval-Valued Intuitionistic Fuzzy Environment

Tooranloo, Hossein Sayyadi; Ayatollah, Arezoo Sadat

doi:10.1007/s40815-016-0265-y

Cited by 23 publications

(4 citation statements)

References 54 publications

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“…They considered five criteria and, finally, ranked five options or alternatives, which were internet banking providers. Sayyadi Tooranloo and Ayatollah [69] focused on identifying and evaluating the important factors for success in Internet banking. They first identified the factors of Internet banking failure and then ranked and weighted the factors using fuzzy decision-making approaches.…”

Section: Survey Of Service Quality and Digital Bankingmentioning

confidence: 99%

Evaluation of Digital Banking Implementation Indicators and Models in the Context of Industry 4.0: A Fuzzy Group MCDM Approach

Amiri

Hashemi-Tabatabaei

Ghorabaee

et al. 2023

Axioms

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Modern technologies have changed human life and created a generation of customers who have different needs compared to the past. Considering Industry 4.0 and its drivers, the implementation of digital banking (DB) has faced various challenges that are caused by emerging trends. Both Industry 4.0 and DB are contemporary concepts, and decision-makers are often faced with uncertainties in their decisions regarding the implementation of DB and its indicators. For this purpose, a novel multi-criteria group decision-making approach has been developed utilizing the best–worst method (BWM) and α-cut analysis as well as trapezoidal fuzzy numbers (TFNs). By reviewing the literature and using experts’ opinions, the DB implementation criteria are determined, and considering an uncertain environment, the criteria are prioritized using the proposed method. Then, the available DB models and alternatives are examined based on the decision criteria and the importance of each criterion. This research contributes to the existing literature by identifying and prioritizing the criteria necessary for the successful implementation of DB, taking into account emerging trends and technological advances driven by Industry 4.0. Subsequently, the study prioritizes the prevalent models of DB based on these criteria. This study proposes a decision-support framework for dealing with ambiguity, lack of information, insufficient knowledge, and uncertainty in decision-making. The framework uses TFNs to account for imprecision and doubt in decision-makers’ preferences. Additionally, the study presents a fuzzy multi-criteria group decision-making approach that enables a group of experts to arrive at more reliable results. The proposed approach can help improve the quality of decision-making in complex and uncertain situations. The results of this research show that human resources, rules and regulations, and customer satisfaction are the most important criteria for implementing DB. In addition, the open, blockchain, and social banking models are the crucial models that significantly cover the implementation criteria for DB.

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Section: Survey Of Service Quality and Digital Bankingmentioning

confidence: 99%

Evaluation of Digital Banking Implementation Indicators and Models in the Context of Industry 4.0: A Fuzzy Group MCDM Approach

Amiri

Hashemi-Tabatabaei

Ghorabaee

et al. 2023

Axioms

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show abstract

“… Abdullah and Najib, 2014 , Bapin and Zarikas, 2019 , Boukezzoula and Coquin, 2020 , Celik and Akyuz, 2016 , Chou and Cheng, 2012 , Eren and Tuzkaya, 2021 , Fan et al, 2020 , Fan et al, 2020 , Liu and Tang, 2016 , Liu and Yu, 2014 , Makan and Fadili, 2020 , Pelin and Emre, 2021 , Rouhparvar and Panahi, 2015 , Sayyadi Tooranloo and Ayatollah, 2016 , Xiaohong and Yingming, 2021 , Zhang et al, 2021 .…”

Section: Uncited Referencesmentioning

confidence: 99%

COVID-19 medical waste transportation risk evaluation integrating type-2 fuzzy total interpretive structural modeling and Bayesian network

Tang

Liu

Wang

2023

Expert Systems with Applications

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“…A large body of literature measures bank performance using service quality [19,23,27,47,48]. Ang [48] examined the key factors driving the success of private wealth management banks and addressed a winning strategy.…”

Section: Evaluating Criteria For Bank Performancementioning

confidence: 99%

Improving Service Quality of Wealth Management Bank for High-Net-Worth Customers During COVID-19: A Fuzzy-DEMATEL Approach

Lin

Chang

Huang

et al. 2021

Int. J. Fuzzy Syst.

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The 2019–2020 COVID-19 pandemic has caused an economic turndown and high volatility in the global financial markets. Determining the factors that influence services to high-net-worth customers who typically have large investments in the financial markets is important for wealth management banks. This study constructs a hybrid approach by integrating the fuzzy logic and Decision-making Trial and Evaluation Laboratory (DEMATEL) methods to identify the most influential criteria affecting the performance of wealth management banks in Taiwan during the 2019–2020 COVID-19 pandemic. Surveys and interviews are designed using four dimensions (bank performance, service quality, customer relationship, and COVID-19) and 16 criteria for 10 banking executives using fuzzy linguistic scales, to obtain their expert opinions. The results show the order of influence as being service quality, customer relationships, bank performance, and COVID-19. The most important criteria are customized investment information (in-service quality), switching behavior (in-customer relationship), fee income (in-bank performance), and the number of confirmed cases in the top five countries affected by COVID-19. The managerial implication is that wealth management banks should focus on improving their service quality. Banks may strive to provide a wide range of customized investment information and increase customers’ usage of personalized financial products and services. The results of this study will benefit bank managers in serving high-net-worth individuals during the crisis period.

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Pathology the Internet Banking Service Quality Using Failure Mode and Effect Analysis in Interval-Valued Intuitionistic Fuzzy Environment

Cited by 23 publications

References 54 publications

Evaluation of Digital Banking Implementation Indicators and Models in the Context of Industry 4.0: A Fuzzy Group MCDM Approach

Evaluation of Digital Banking Implementation Indicators and Models in the Context of Industry 4.0: A Fuzzy Group MCDM Approach

COVID-19 medical waste transportation risk evaluation integrating type-2 fuzzy total interpretive structural modeling and Bayesian network

Improving Service Quality of Wealth Management Bank for High-Net-Worth Customers During COVID-19: A Fuzzy-DEMATEL Approach

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