Selection of bank at the sights of customer based on website services quality using fuzzy logic

Banks, as a service organization always to provide a consistent performance and quality improvement have emphasized on the customer. Today with advent of e-commercewebsites, it is important and Web is based e-service quality. The aim of this study was to evaluate the service quality of bank’s website at the customer perspective using a multicriteria decision making in fuzzy environment. 5 public and private banks were consideredfor this study. The main criteria and sub- criteria were determined by experts for evaluating service quality of the websites. Then a fuzzy AHP method, weighted criteria, and banks were ranked and selected using fuzzy TOPSIS method according to the quality of eservices.

Keywords:

MCDM , FAHP , Fuzzy TOPSIS , e- services quality