Assessing technology banking service providers using fuzzy MCDM approach Online publication date: Fri, 17-Mar-2023
by Rajiv Sindwani
International Journal of Productivity and Quality Management (IJPQM), Vol. 38, No. 3, 2023
Abstract: The objective of this research is to identify key dimensions of technology banking service quality (TBSQ) and to evaluate technology banking service providers on the basis of these dimensions. Based on systematic literature review and discussion with an expert, four key dimensions of TBSQ are proposed. Fuzzy TOPSIS technique is applied to appraise and rank three major private sector banks considering four key service quality dimensions. The dimensions proposed in the paper will enlighten banks about the quality factors that need sincere attention. Focus on these critical electronic banking quality dimensions will lead to fewer service failures and cost reduction in long term, resulting in better productivity for the banks. The fuzzy TOPSIS approach discussed in this paper will help technology banking service providers to compare them with their competitors. This will help managers to develop strategies to further improve their quality of services for gaining and sustaining competitive advantage.
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