1. Determining the relative importance of mobile banking quality factors
- Author
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Lin, Hsiu-Fen
- Subjects
- *
MOBILE banking industry , *QUALITY of service , *FUZZY systems , *ANALYTIC hierarchy process , *CUSTOMER services , *CUSTOMER relations , *DECISION making , *PUBLIC relations - Abstract
Abstract: The aim of this study is to use fuzzy analytic hierarchy process (AHP) with an extent analysis approach to develop a fuzzy evaluation model which prioritized the relative weights of m-banking quality factors between low- and high-experience groups. The research findings indicated that there are some similarities and differences between high- and low-experience groups with regard to the evaluation of m-banking quality. With respect to the final weights for the criteria level, both groups considered “customer service” to be the important factor affecting m-banking effectiveness. The research findings also provide insightful information to m-banking service providers so that they may improve the effectiveness and efficiency of m-banking. [Copyright &y& Elsevier]
- Published
- 2013
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