Selection of suitable bank based on quality of providing systems for internet banking services using AHP and ANP methods

Abstract

Due to rising complexity of decision-making environments, the suitable multi-criteria methods have become important to support from decision in management and decision-making has been converted into a challenge for directors and organizations in today complicated world. Thus, more particularly during two recent decades, mathematical models and computer sciences have contributed them to solve decision-making problems and created multi-criteria decision- making techniques and decision- making supporting systems. With respect to extension and high volume of activities in national banking systems we are exposed to data production and many data that led decision- making subject to become especially important. The importance and position of internet banking and growing trend of services in this field in the country during recent years has put financial and credit institutions (especially banks) on the scene for serious competition in line with upgrading quality of service. The present study aims at ranking and order preference of banks based on effective parameters and factors on enhancement of quality of system providers for internet banking services. By conducting study to evaluate effectiveness of criteria in this paper and by means of both multi-criteria decision- making methods of AHP and ANP, we have described a model that could contribute to make suitable decision and select the best choice among options we designated for them. In order to indicate the given mechanisms by means of decision- making supporting system, it has been suggested that % banks to be classified using AHP and ANP models. Although the final result of both techniques is the same in selection of suitable bank based on quality of internet banking services, various values are observed among ranking criteria. Hence, it is suggested to employ ANP method in which dependency among criteria is considered.