Title: The analysis of critical success factor ranking for artificial intelligence adoption in banking sector using fuzzy analytic hierarchy process

Authors: Quang Hung Do

Addresses: Posts and Telecommunications Institute of Technology (PTIT), Ha Dong District, Hanoi, Vietnam

Abstract: Artificial intelligence applications in the banking industry have attracted a lot of interest. The paper examined the critical success factors influencing artificial intelligence adoption which have been identified from the literature survey and through experts' opinions have finally been confirmed in context of this study on banking organisations. Further, fuzzy Analytic Hierarchy Process (AHP) has been used to evaluate the identified 15 critical factors and to find their priorities in banking organisations. Moreover, a conceptual framework based on Technology Organisation Environment Human (TOEH) theory was utilised in the context of the Vietnamese bank sector. The results of the study indicate that banking users' trust, regulatory environment and security and privacy are the most significant critical success factors for adopting artificial intelligence in banking. This paper contributes to the understanding of artificial intelligence, its features and highlights the importance of new technology and solutions in the banking sector.

Keywords: banking sector; artificial intelligence adoption; critical success factors; fuzzy analytic hierarchy process; Vietnam.

DOI: 10.1504/IJAMS.2025.143654

International Journal of Applied Management Science, 2025 Vol.17 No.1, pp.94 - 121

Received: 16 Sep 2023
Accepted: 05 Feb 2024
Published online: 03 Jan 2025 *

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