Evaluating Success Factors on E-banking Implementation: a Fuzzy MCDM Application

摘要

The study proposed a Fuzzy Multiple Criteria Decision Making (FMCDM) approach for success factors on e-banking implementation. This research conducted a performance analysis in five banks at Iran. We present a fuzzy analytic hierarchy process method and utilize crisp judgment matrix to evaluate subjective expert judgments. The Fuzzy Analytic Hierarchy Process (FAHP) method is used to determine the weightings for evaluation criteria. Alternatives selection process is dealt with by using fuzzy numbers for linguistic terms. Additionally, in the application, it is shown that calculation of the criteria weights is important in MCDM method and they could change the ranking. Our proposed framework with FMCDM shows to be a feasible and effective assessment model for e-banking performance evaluation and it can be applied to other institutions as well. We have divided these factors into three categories: technical, strategic and operational. This categorization will help to explain our findings in terms of the nature of success factors in e-banking for Iranian banks.