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Multiple Criteria Decision Making for Sustainable Energy and Transportation Systems pp 235–246Cite as

A Multi-Criteria Evaluation of Factors Affecting Internet Banking in Turkey

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Part of the book series: Lecture Notes in Economics and Mathematical Systems ((LNE,volume 634))

Abstract

This research is based on quantifying adoption of Internet Banking by using an integrated multi-criteria decision aid approach. The analytic network process model, supported by a Delphi-type group-decision-making procedure, is used to conduct a comprehensive evaluation of the challenges to adoption of the Internet Banking by Turkish customers. This paper details all iterative stages of the decision-making process: structuring the problem, constructing the decision model, and analyzing the problem. Utilizing these stages, the study identifies the factors that influence the adoption of Internet Banking by customers, the effects of these factors on each other, and the assessment of the importance of them from the customers’ point of view. The results indicate that security and reliability appear to be the most important factors for successful adoption of Internet Banking. Infrastructural competencies and user friendliness are other important factors.

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Acknowledgements

The authors wish to give thanks to the bank managers, the academicians, and the customers who have participated in the structuring and modeling phases of the proposed model. Special recognition is due Birsen Karpak for her invaluable contribution to this research.

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Authors and Affiliations

  1. Management Faculty, Istanbul Technical University, Macka, 34367, Istanbul, Turkey

    Y. Ilker Topcu

Authors
  1. Sezi Cevik Onar
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  2. Emel Aktas
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  3. Y. Ilker Topcu
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Corresponding author

Correspondence to Y. Ilker Topcu .

Editor information

Editors and Affiliations

  1. Dept. Engineering Science, University of Auckland, Auckland, New Zealand

    Matthias Ehrgott

  2. Login GmbH, Wilhelmstraße 45, Schwelm, 58332, Germany

    Boris Naujoks

  3. Dept. Statistical Sciences, University of Cape Town, Rondebosch, 7701, South Africa

    Theodor J. Stewart

  4. and Business Administration, Helsinki School of Economics, Runeberginkatu 14-16, Helsinki, 00100, Finland

    Jyrki Wallenius

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Onar, S.C., Aktas, E., Topcu, Y.I. (2010). A Multi-Criteria Evaluation of Factors Affecting Internet Banking in Turkey. In: Ehrgott, M., Naujoks, B., Stewart, T., Wallenius, J. (eds) Multiple Criteria Decision Making for Sustainable Energy and Transportation Systems. Lecture Notes in Economics and Mathematical Systems, vol 634. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-04045-0_20

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