Abstract
Development of information technology (IT) and its entry into the daily life has transformed many of the traditional methods evolved and has prowl the world for a new competition. In this regard, the banking system has not been an exception to this rule and the development of e-banking as an application of IT has created drastic changes in the banking industry. Nowadays, the rapid expansion and growing of e-commerce through Web sites and electronic banking portals have made the identification and assessment of the critical success factors in e-banking be deemed necessary. With respect to electronic banking and the importance of quality of service (particularly e-banking services), the present research has dealt with diagnosing the quality of Internet banking service with failure analysis approach and its effects on interval-valued intuitionistic fuzzy environment in Yazd Refah Banks. Therefore, after reviewing the literature and interviews with experts in banking, 20 items of e-banking service quality failure were identified. After designing and distributing questionnaires among banking experts, the priority and importance of each of these factors were evaluated by using TOPSIS and entropy and based on failure mode and effect analysis (FMEA) model in interval-valued intuitionistic fuzzy environment. Results indicate that the item of not protecting data sent by the user by means of security tools of the bank’s online banking application has the highest priority in the failure of quality programs of Internet banking.
References
Santouridis, I., Kyritsi, M.: Investigating the determinants of internet banking adoption in Greece. Proc. Econ. Finance. EBEEC. 9, 501–510 (2014)
Wang, Y., Lo, H., Hui, Y.: The antecedents of service quality and product quality and their influences on bank reputation: evidence from banking industry in China. Manag. Serv. Qual. 13, 72–83 (2003)
Huang, W.-X.: Institutional Banking for Emerging Markets: Principles and Intentions Towards Services. John Wiley & Sons, New York (2007)
Ho, C.-T.B., Lin, W.-C.: Measuring the service quality of internet banking: scale development and validation. Eur. Bus. Rev. 22(1), 5–24 (2008)
Stoica, O., Mehdian, S., Sargu, A.: The impact of internet banking on the performance of Romanian banks: DEA and PCA approach. Proc. Econ. Finance 20, 610–622 (2015)
Su, C.T., Lin, C.S.: A case study on the application of fuzzy QFD in TRIZ for service quality improvement. Qual. Quant. 42(5), 563–578 (2008)
Cronin, J., Brady, M., Hult, T.: Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. J. Retail. 76, 193–218 (2000)
Yavas, U., Benkenstein, M., Stuhldreier, U.: Relationships between service quality and behavioral outcomes: a study of private bank customers in Germany. Int. J. Bank Mark. 22, 144–157 (2004)
Harrison-Walker, J.: The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. J. Serv. Res. 4, 60–75 (2001)
Thulani, D., Njanike, K., Manomano, C., Chiriseri, L.: Adoption and use of sms/mobile banking services in Zimbabwe: an exploratory study. J. Internet Bank. Commer. 16(2), 149–167 (2011)
Aliyu, A., Tasmin, R.: The impact of information and communication technology on banks’ performance and customer service delivery in the banking industry. Int. J. Latest Trends Fin. Econ. Sci. 2(1), 80–90 (2012)
Zeithaml, V.: Service excellence in electronic channels. Manag. Serv. Qual. 12(13), 135–138 (2002)
Segismundo, A., Augusto, P., Miguel, C.: Failure mode and effects analysis (FMEA) in the context of risk management in new product development, a case study in an automotive company. IJQRM 25(9), 899–912 (2008)
Ireson, G., Coombs, W., Clyde, F., Richard, Y.M.: Handbook of Reliability Engineering and Management, 2nd edn. McGraw-Hill Professional, New York (1995)
McDermott, R., Mikulak, R., Beauregard, M.: The basics of FMEA. Productivity, Quality Resources, New York, USA. (1996)
Bowles, J.B.: An assessment of PRN prioritization in a failure modes effects and criticality analysis. J. IEST 6, 47–51 (2004)
Sankar, N.R., Prabhu, B.S.: Modified approach for prioritization of failures in a system failure mode and effects analysis. IJQRM 18(3), 324–336 (2001)
Ben-Daya, M., Raouf, A.: A revised failure mode and effects analysis model. IJQRM 13(1), 43–47 (1996)
Braglia, M., Frosolini, M., Montanari, R.: Fuzzy criticality assessment model for failure modes and effects analysis. IJQRM 20(4), 503–524 (2003)
Braglia, M., Frosolini, M., Montanari, R.: Fuzzy TOPSIS approach for failure mode, effects and criticality analysis. IJQRE 19, 425–443 (2003)
Pillay, A., Wang, J.: Modified failure mode and effects analysis using approximate reasoning. Reliab. Eng. Syst. Saf. 79, 69–85 (2003)
Chen, T.Y., Li, C.H.: Objective weights with intuitionistic fuzzy entropy measures and computational experiment analysis. ASC 11, 5411–5423 (2011)
Deschrijver, G., Cornelis, C., Kerre, E.E.: On the representation of intuitionistic fuzzy t-norms and t-conorms. IEEE Trans. Fuzzy Syst. 12, 45–61 (2004)
Park, J.H., Park, I.Y., Kwun, Y.C., Tan, X.: Extension of the TOPSIS method for decision making problems under interval-valued intuitionistic fuzzy environment. Appl. Math. Model. 37, 2544–2556 (2011)
Tan, C.: A multi-criteria interval-valued intuitionistic fuzzy group decision making with Choquet integral-based TOPSIS. Expert Syst. Appl. 38, 3023–3033 (2011)
Wu, J.Z., Zhang, Q.: Multicriteria decision making method based on intuitionistic fuzzy weighted entropy. Expert Syst. Appl. 38, 916–922 (2011)
Zhao, X., Wei, G.: Some intuitionistic fuzzy Einstein hybrid aggregation operators and their application to multiple attribute decision making. Knowl. Based Syst. 37, 472–479 (2013)
Park, J.H., Cho, H.J., Kwun, Y.C.: Extension of the VIKOR method to dynamic intuitionistic fuzzy multiple attribute decision making. Comput. Math. Appl. 65, 731–744 (2013)
Dospinescu, O., Popescul, D..: The adoption of electronic banking services in developing countries. Dept. Bus. Inf. Syst. 22, 22–35 (2006). (Bd Carol Inr)
Ahmad, M.S., Shahid, R., Masood, M.T., Mujeeb, E.UL.: E-banking: a case study of Askari Commercial Bank Pakistan. JMMR. IX (2011/2), (2011)
Blount, Y., Castleman, T., Coulthard, D.: eCommerce in service industries: extending the socio-technical paradigm. In: Proceedings of the ACIS Conference, Manly, Sydney. November 30–December 2, (2005)
Alagheband, P.: Adoption of electronic banking services by Iranian customers. http://epubl.luth.se/1653-187/2006/49/LTU-PB-EX-649-SE.pdf (2005)
Esser, J.: Internet banking is a virtual necessity. Credit Union Mag. 65(10), 35–36 (1999)
Hellenic Bank Association: The Advantages of Internet Banking [Online]. Hellenic Bank Association, Athens. http://www.hba.gr/e-banking2005/ofeli.htm. Accessed 19 April 2013. (2013)
Zeithaml, V.A., Berry, L.L.: Research note: more on improving service quality management. J. Retail. 69(1), 140–147 (2008)
Parasuraman, A., Zeithaml, V., Malhorta, A.: E-S-QUAL: a multiple-item scale for assessing electronic service quality. JSR 7(3), 213–233 (2005)
Gronroos, C.: Service Management and Marketing: A Customer Relationship Management Approach. Wiley, Chichester (2004)
Karatepe, O.M., Yavas, U., Babakus, E.: Measuring service quality of banks: scale development and validation. J. Retail. Consum. Serv. 12(5), 373–383 (2005)
Hu, Y.C., Liao, P.C.: Finding critical criteria of evaluating electronic service quality of Internet banking using fuzzy multiple-criteria decision making. ASC 11, 3764–3770 (2011)
Zavareh, F.B., Ariff, M.S.M., Jusoh, A., Zakuan, N., Bahari, A.Z., Ashourian, M.: E-Service quality dimensions and their effects on E-customer satisfaction in internet banking services. Proc. Soc. Behav. Sci. 40, 441–445 (2012)
Ariff, M.S.M., Yun, L.O., Zakuan, N., Jusoh, A.: Examining dimensions of electronic service quality for internet banking services. Proc. Soc. Behav. Sci. 65, 854–859 (2012)
Kranias, A., Bourlessa, M.: Investigating the relationship between service quality and loyalty in Greek banking sector. ICOAE 65, 854–859 (2013)
Ariff, M.S.M., Yun, L.O., Zakuan, N., Ismail, K.: Examining dimensions of electronic service quality for internet banking services. ICIBSoS 65, 854–859 (2012)
Thaichon, N.P., Lobo, A., Prentice, C., Quach, T.N.: The development of service quality dimensions for internet service providers: retaining customers of different usage patterns. J. Retail. Consum. Serv. 21, 1047–1058 (2014)
Rivera, S.S., Núñez, M.J.: Recommendations generated about a discontinuous distillation plant of biofuel. In: Proceedings of the World Congress on Engineering, London (2009)
Chang, C.L., Wei, C.C., Lee, Y.H.: Failure mode and effects analysis using fuzzy method and grey theory. Integr. Manuf. Syst. 12(3), 211–216 (2001)
Chang, C.L., Wei, C.C., Lee, Y.H.: Failure mode and effects analysis using fuzzy method and grey theory. Kybernetes 28(9), 1072–1080 (1999)
Bowles, J.B., Peláez, C.E.: Fuzzy logic prioritization of failures in a system failure mode, effects and criticality analysis. Reliab. Eng. Syst. Saf. 50, 203–213 (1995)
Garcia, P.A.A., Schirru, R., Melo, P.F.F.: A fuzzy data envelopment analysis approach for FMEA. Prog. Nucl. Energy 46(3–4), 359–373 (2005)
Chen, L.H., Ko, W.C.: Fuzzy linear programming models for new product design using QFD with FMEA. Appl. Math. Model. (2007). doi:10.1016/j.apm.2007.11.029
Wang, Y.M., Chin, K.S., Poon, K.K.G., Yang, J.B.: Risk evaluation in failure mode and effects analysis using fuzzy weighted geometric mean. Expert Syst. Appl. 36(2), 1195–1207 (2009)
Kutlu, A.C., Ekmekçioğlu, M.: Fuzzy failure modes and effects analysis by using fuzzy TOPSIS-based fuzzy AHP. Expert. Syst. Appl. 39(1), 61–67 (2012)
Liu, H.C., Liu, L., Liu, N., Mao, L.X.: Risk evaluation in failure mode and effects analysis with extended VIKOR method under fuzzy environment. Expert. Syst. Appl. 39(17), 12926–12934 (2012)
Kumru, M., Yıldız Kumru, P.: Fuzzy FMEA application to improve purchasing process in a public hospital. ASC 13, 721–733 (2013)
Rafie, M., Namin, F.S.: Prediction of subsidence risk by FMEA using artificial neural network and fuzzy inference system. Int. J. Min. Sci. Technol. 25(4), 655–663 (2015)
Zadeh, L.A.: Fuzzy sets. Inform. Comput. 8, 338–353 (1965)
Atanassov, K.T.: More on intuitionistic fuzzy sets. Fuzzy Set Syst. 33(1), 37–45 (1989)
Atanassov, K.T.: Intuitionistic fuzzy sets. Fuzzy Set Syst. 20, 87–96 (1986)
Atanassov, K.T.: Intuitionistic Fuzzy Sets. Physica-Verlag, Heidelberg (1999)
Atanassov, K.T.: Two theorems for intuitionistic fuzzy sets. Fuzzy Set Syst. 110, 267–269 (2000)
Atanassov, K.T., Gargov, G.: Interval-valued intuitionistic fuzzy sets. Fuzzy Set Syst. 31(3), 343–349 (1989)
Szmidt, E., Kacprzyk, J.: Distances between intuitionistic fuzzy sets. Fuzzy Set Syst. 114(3), 505–518 (2000)
Ban, A.I.: Nearest Interval Approximation of an Intuitionistic Fuzzy Number. Computational Intelligence, Theory and Applications, pp. 229–240. Springer, Berlin (2006)
Deschrijver, G., Kerre, E.E.: On the relationship between intuitionistic fuzzy sets and some other extensions of fuzzy set theory. J. Fuzzy Math. 10(3), 711–724 (2002)
Szmidt, E., Kacprzyk, J.: Entropy for intuitionistic fuzzy sets. Fuzzy Set Syst. 118, 467–477 (2001)
Gau, W.L., Buehrer, D.J.: Vague sets. IEEE Trans. Syst. Man Cybern. 23, 610–614 (1993)
Jin, F., Pei, L., Chen, H., Zhou, L.: Interval-valued intuitionistic fuzzy continuous weighted entropy and its application to multi-criteria fuzzy group decision making. Knowl. Based Syst. 59, 132–141 (2014)
Wang, W., Liu, X.: The multi-attribute decision making method based on interval-valued intuitionistic fuzzy Einstein hybrid weighted geometric operator. Comput. Math. Appl. 66, 1845–1856 (2013)
Wei, C.P., Wang, P., Zhang, Y.: Entropy, similarity measure of interval-valued intuitionistic fuzzy sets and their applications. Inf. Sci. 181, 4237–4286 (2011)
Yuea, Z., Jia, Y.: An application of soft computing technique in group decision making under interval-valued intuitionistic fuzzy environment. ASC 13, 2490–2503 (2012)
Chen, S.H., Yang, M.W., Yang, T.-W.S., Sheu, T.W., Liau, C.J.: Multicriteria fuzzy decision making based on interval-valued intuitionistic fuzzy sets. Expert Syst. Appl. 39, 12085–12091 (2012)
Zhang, Q.S., Jiang, S., Jia, B., Luo, S.: Some information measures for interval-valued intuitionistic fuzzy sets. Inf. Sci. 180, 5130–5145 (2010)
Zhang, X., Yue, G., Teng, Z.: Possibility degree of interval-valued intuitionistic fuzzy numbers and its application. In: International Symposium on Information Processing, pp. 33–36 (2009)
Li, Y., Shan, Y., Liu, P.: An extended TODIM method for group decision making with the interval intuitionistic fuzzy sets. Math. Probl. Eng. Article ID 672140, (2015). doi:10.1155/2015/672140
Xu, Z.S.: Intuitionistic fuzzy aggregation operators. IEEE Trans. Fuzzy Syst. 15(6), 1179–1187 (2007)
Xu, Z.-S.: Methods for aggregating interval-valued intuitionistic fuzzy information and their application to decisionmaking. Control Decis. 22(2), 215–219 (2007)
Qi, X.-W., Liang, C.-Y., Cao, Q.-W., Ding, Y.: Automaticcon-vergent approach in interval-valued intuitionistic fuzzy multi-attribute group decision making. J. Syst. Eng. Electron. 33(1), 110–115 (2011)
Aladwani, A.M., Palvia, P.C.: Developing and validating an instrument for measuring user-perceived web quality. INFMAN 39(6), 467–476 (2002)
Fink, D., Laupase, R.: Perceptions of web site design characteristics: a Malaysian/Australian comparison. Int. Res. 10(1), 44–55 (2000)
Madu, C.N., Madu, A.A.: Dimensions of e-quality. IJQRM 19(3), 246–258 (2002)
Olsina, L., Godoy, D., Lafuente, G.J., Rossi, G.: Specifying quality characteristics and attributes for websites. In: Proceedings of the ICSE, 99 Web Engineering Workshop, Los Angeles, USA, (1999)
Ranganathan, C., Ganapathy, S.: Key dimensions of business-to-customer websites. INFMAN 39(6), 457–465 (2002)
Cox, J., Dale, B.G.: Service quality and e-commerce: an exploratory analysis. Manag. Serv. Qual. 11(2), 121–131 (2001)
Zeithaml, V.A., Berry, L.L., Parasurman, A.: Communication and control processes in delivery of service quality. J. Mark. 52(2), 35–48 (1998)
Loiacono., E.T., Watson R.T., Goodhue D.L.: WebQual: a measure of web site quality. Proceedings of the American Marketing Association: Winter Marketing Educators’ Conference, 432–438. Austin, Texas (2002)
Büyüközkan, G., Çifçi, G.: A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry. Expert Syst. Appl. 39(3), 2341–2354 (2012)
Chakib H.A.M.A.D.I.: The impact of quality of online banking on customer commitment. Commun. IBIMA. 2010, (2010)
Hsu, T.H., Hung, L.C., Tang, J.W.: A hybrid ANP evaluation model for electronic service quality. ASC 12, 72–81 (2012)
Einasto, O.: E-service quality criteria in university library: a focus group study. Proc. Soc. Behav. Sci 147, 561–566 (2014)
Bhatti, N., Bouch, A., Kuchinsky, A.: Integrating user-perceived quality into web server design. In: Proceedings of the 9th International World Wide Web Conference (WWW9), Amsterdam, The Netherlands, (2000)
Wan, H.A.: Opportunities to enhance a commercial website. INFMAN 38(1), 15–21 (2000)
Zeithaml, V., Parasuraman, A., Malhotra, A.: Service quality delivery through web sites: a critical review of extant knowledge. J. Acad. Market. Sci. 30(4), 362–375 (2002)
Salmiah, M.A., Norulkamar, U., Ahmad, U.: The attributes of electronic service quality (e-SQ) among academic librarians. Proc. Soc. Behav. Sci. 65, 260–265 (2012)
Author information
Authors and Affiliations
Corresponding author
Rights and permissions
About this article
Cite this article
Sayyadi Tooranloo, H., Ayatollah, A.S. Pathology the Internet Banking Service Quality Using Failure Mode and Effect Analysis in Interval-Valued Intuitionistic Fuzzy Environment. Int. J. Fuzzy Syst. 19, 109–123 (2017). https://doi.org/10.1007/s40815-016-0265-y
Received:
Revised:
Accepted:
Published:
Issue Date:
DOI: https://doi.org/10.1007/s40815-016-0265-y