Designing a Fuzzy Inference System for Selecting e-Banking Services (Case Study: Sepah Bank)
Recent growth and developments in internet and electronic services play a significant role in banking industry all over the world especially in Iran. It caused an intensive competition between governmental and non- governmental banks in the field of using e-banking services in a way that each bank a...
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| Format: | Article |
| Language: | English |
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University of Tehran
2012-09-01
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| Series: | Journal of Information Technology Management |
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| Online Access: | https://jitm.ut.ac.ir/article_28408_347a83bed369ed230f96aedb67748181.pdf |
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| author | hatef rasoli amir manian |
| author_facet | hatef rasoli amir manian |
| author_sort | hatef rasoli |
| collection | DOAJ |
| description | Recent growth and developments in internet and electronic services play a significant role in banking industry all over the world especially in Iran. It caused an intensive competition between governmental and non- governmental banks in the field of using e-banking services in a way that each bank attempts to attract more customers using high-quality e-services. Ways of delivering services, quality of services and specifications of e-banking services have direct relationship with tendencies and orientations of customers in using e-banking services. This fact also affects satisfaction and loyalty of customers. In this situation, customers will be more high-expected for receiving e-services in higher quality. By investigating e-banking literature; authors discovered lack of a comprehensive model for evaluating different aspects of e-banking services. As a result, the purpose of this research is to deeply explore the broad literature and to identify the most significant factors and indicators in evaluating the quality of e-banking services. Then by defining fuzzy set of factors affecting the selection of e-banking services which includes quality of service and trust, ease of use, responsiveness, information quality and also defining fuzzy membership functions and fuzzy rules, a comprehensive fuzzy inference system is provided so as to evaluate the tendency to use of e-banking services for Iranian banks. Finally satisfaction of e-banking services in Sepah bank as the first Iranian bank is evaluated through the model developed in this research. |
| format | Article |
| id | doaj-art-e420ea4d4cb5413a9778b2f89a8b814b |
| institution | DOAJ |
| issn | 2008-5893 2423-5059 |
| language | English |
| publishDate | 2012-09-01 |
| publisher | University of Tehran |
| record_format | Article |
| series | Journal of Information Technology Management |
| spelling | doaj-art-e420ea4d4cb5413a9778b2f89a8b814b2025-08-20T03:06:13ZengUniversity of TehranJournal of Information Technology Management2008-58932423-50592012-09-01412416410.22059/jitm.2012.2840828408Designing a Fuzzy Inference System for Selecting e-Banking Services (Case Study: Sepah Bank)hatef rasoli0amir manian1کارشناسی ارشد مدیریت فناوری اطلاعات دانشگاه تهران، ایراندانشیار دانشکده مدیریت دانشگاه تهران، ایرانRecent growth and developments in internet and electronic services play a significant role in banking industry all over the world especially in Iran. It caused an intensive competition between governmental and non- governmental banks in the field of using e-banking services in a way that each bank attempts to attract more customers using high-quality e-services. Ways of delivering services, quality of services and specifications of e-banking services have direct relationship with tendencies and orientations of customers in using e-banking services. This fact also affects satisfaction and loyalty of customers. In this situation, customers will be more high-expected for receiving e-services in higher quality. By investigating e-banking literature; authors discovered lack of a comprehensive model for evaluating different aspects of e-banking services. As a result, the purpose of this research is to deeply explore the broad literature and to identify the most significant factors and indicators in evaluating the quality of e-banking services. Then by defining fuzzy set of factors affecting the selection of e-banking services which includes quality of service and trust, ease of use, responsiveness, information quality and also defining fuzzy membership functions and fuzzy rules, a comprehensive fuzzy inference system is provided so as to evaluate the tendency to use of e-banking services for Iranian banks. Finally satisfaction of e-banking services in Sepah bank as the first Iranian bank is evaluated through the model developed in this research.https://jitm.ut.ac.ir/article_28408_347a83bed369ed230f96aedb67748181.pdfElectronic bankingelectronic servicesfuzzy inference systemFuzzy logic |
| spellingShingle | hatef rasoli amir manian Designing a Fuzzy Inference System for Selecting e-Banking Services (Case Study: Sepah Bank) Journal of Information Technology Management Electronic banking electronic services fuzzy inference system Fuzzy logic |
| title | Designing a Fuzzy Inference System for Selecting e-Banking Services (Case Study: Sepah Bank) |
| title_full | Designing a Fuzzy Inference System for Selecting e-Banking Services (Case Study: Sepah Bank) |
| title_fullStr | Designing a Fuzzy Inference System for Selecting e-Banking Services (Case Study: Sepah Bank) |
| title_full_unstemmed | Designing a Fuzzy Inference System for Selecting e-Banking Services (Case Study: Sepah Bank) |
| title_short | Designing a Fuzzy Inference System for Selecting e-Banking Services (Case Study: Sepah Bank) |
| title_sort | designing a fuzzy inference system for selecting e banking services case study sepah bank |
| topic | Electronic banking electronic services fuzzy inference system Fuzzy logic |
| url | https://jitm.ut.ac.ir/article_28408_347a83bed369ed230f96aedb67748181.pdf |
| work_keys_str_mv | AT hatefrasoli designingafuzzyinferencesystemforselectingebankingservicescasestudysepahbank AT amirmanian designingafuzzyinferencesystemforselectingebankingservicescasestudysepahbank |