ANALYZING MOBILE BANKING QUALITY FACTORS UNDER NEUTROSOPHIC SET PERSPECTIVE: A CASE STUDY OF TURKEY

Year 2017, , 354 - 367, 30.12.2017

Serpil Altinirmak , Basil Okoth Mustafa Ergün , Caglar Karamasa

https://doi.org/10.17261/Pressacademia.2017.746

Abstract

Purpose
-   Mobile banking, also known as
m-banking, provides low cost, innovative and easily accessible services to
customers with technological developments as compared to retail banking. In
this context, m-banking quality factors of the banks are considered to be
important issues for customers. The aim of this study is to analyze the
m-banking quality factors and to rank banks offering this service in Turkey
under incomplete, inconsistent and indeterminate information.    

Methodology
-   First linguistic expressions
of experts are converted to crisp values via approximation approach proposed by
Chen and Hwang. Then, the Single Valued Neutrosophic Set (SVNS) based entropy,
which deals with incomplete, indeterminate and inconsistent environment better
than fuzzy set, is used to rank the banks providing m-banking services in
Turkey.

Findings- Findings
show that the Denizbank has the best performance in m-banking applications
followed by TEB and ING. Additionally, in terms of entropy weights, response
time was found to be the most important criterion followed by accessibility,
accuracy and trust. Conclusion- Banks
could consider the criteria of response time, accessibility, accuracy and trust
for improving the performance in mbanking services implementation.

Keywords

Mobile banking, quality factors, neutrosophic set, single valued neutrosophic set based entropy

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