Research Article
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Year 2017, , 354 - 367, 30.12.2017
https://doi.org/10.17261/Pressacademia.2017.746

Abstract

References

  • Atanassov, K. (1986). Intuitionistic fuzzy sets. Fuzzy Sets & Systems, 20, 87-96.
  • Biswas, P., Pramanik, S. & Giri, B.C. (2016a). Some Distance Measures of Single Valued Neutrosophic Hesitant Fuzzy Sets and Their Applications to Multiple Attribute Decision Making, In New Trends in Neutrosophic Theory and Applications, F. Smarandache and S. Pramanik (Ed.), Pons Publishing House, Brussels, 27-34.
  • Biswas, P., Pramanik, S. & Giri, B.C. (2016b). TOPSIS method for multi-attribute group decision making under single-valued neutrosophic environment. Neural Computing and Applications, 27(3), 727-737.
  • Chen, S.J. & Hwang, C.L. (1992). Fuzzy multiple attribute decision-making methods and applications. Lecture Notes in Economics and Mathematical Systems. Berlin: Springer-Verlag.
  • Derbent, A. (2011). Mobil Yaşam ve Uygulamaları, (Ed. Gonca Telli Yamamoto), MMA Raporu, İstanbul.
  • Hussain, A.N., Mohamed, M., Abdel-Baset, M. & Smarandache, F. (2017). Neutrosophic Linear Programming Problems, In Neutrosophic Operational Research, F. Smarandache, M. Abdel-Baset and Y.Q. Zhou (Ed.), Volume 1, Pons Publishing House, Brussels, 15-27.
  • Kim, G., Sin, B. & Lee, H.G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19(3), 283-311.
  • Laforet, S. & Li, X. (2005). Consumers’ Attitudes Towards Online and Mobile Banking in China, International Journal of Bank Marketing, 23(5), 362–380.
  • Laukkanen, T.(2007). Internet vs Mobile Banking: Comparing Customer Value Perceptions, Business Process Management Journal, 13(6), 788–797.
  • Lin, H.F. (2013). Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 35, 195-204.
  • Liu, P. & Wang, Y. (2014). Multiple attribute decision-making method based on single-valued neutrosophic normalized weighted Bonferroni mean. Neural Computing and Applications, 25, 2001-2010.
  • Lu, Y., Zhang, L. & Wang, B. (2009). A multidimensional and hierarchical model of mobile service quality. Electronic Commerce Research and Applications, 8(5), 228-240.
  • Mondal, K., Pramanik, S. & Smarandache, F. (2016). Several Trigonometric Hamming Similarity Measures of Rough Neutrosophic Sets and their Applications in Decision Making, In New Trends in Neutrosophic Theory and Applications, F. Smarandache and S. Pramanik (Ed.), Pons Publishing House, Brussels, 93-103.
  • Nirmal, N.P. & Bhatt, M.G. (2016). Selection of Automated Guided Vehicle Using Single Valued Neutrosophic Entropy Based Novel MultiAttribute Decision Making, In New Trends in Neutrosophic Theory and Applications, F. Smarandache and S. Pramanik (Ed.), Pons Publishing House, Brussels, 105-114.
  • Padmanaban, K. & Joseph, T. (2014). Factors influencing customers’ adoption of mobile banking services: An exploratory study. International Journal of Research in Commerce & Management, 5(12), 60-64.
  • Rao, R.V. (2007). Decision making in the manufacturing environment using graph theory and fuzzy multiple attribute decision making. London: Springer-Verlag.
  • Rao, R.V. & Parnichkun, M. (2009). Flexible manufacturing system selection using a combinatorial mathematics-based decision-making method. International Journal of Production Research, 47(24), 6981-6998.
  • Smarandache, F. (1998). A unifying field in logics, neutrosophy: neutrosophic probability, set and logic. American Research Press, Rehoboth.
  • Şahin, R. & Yiğider, M. (20). A Multi-criteria neutrosophic group decision-making method based TOPSIS for supplier selection, arXiv preprint arXiv:1412.5077.
  • Tan, F.B. & Chou, J.P.C. (2008). The relationship between mobile service quality, perceived technology compatibility, and users’ perceived playfulness in the context of mobile information and entertainment services. International Journal of Human-Computer Interaction, 24(7), 649-671.
  • Wang, H., Smarandache, F., Zhang, Y.Q. & Sunderraman, R. (2010). Single-valued neutrosophic sets. Multispace and Multistructure, 4, 410413.
  • Wang, J. & Zhang, Z. (2009). Multi-criteria decision-making method with incomplete certain information based on intuitionistic fuzzy number. Control and Decision, 24(2), 226-230.
  • Yu, T.K. & Fang, K. (2009). Measuring the post-adoption customer perceptions of mobile banking services. CyberPsychology & Behavior, 12(1), 33-35.
  • Zadeh, L.A. (1965). Fuzzy Sets. Information and Control, 8, 338-353.
  • Zhuo, Q.Y. & Li, Y. (2010). Chinese mobile banking service evaluation based on AHP method. International Conference on E-Product, EService and E-Entertainment (ICEEE), 1-5.
  • Zhou, T. (2012). Understanding users’ initial trust in mobile banking: An elaboration likelihood perspective. Computers in Human Behavior, 28(4), 1518-1525. https://www.tbb.org.tr/en/banks-and-banking-sector-information/statistical-reports/20 (Accessed: 04.10.2017) https://www.tbb.org.tr/tr/internet and mobile banking statistics/3635 (Accessed: 05.10.2017)

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

Year 2017, , 354 - 367, 30.12.2017
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.

References

  • Atanassov, K. (1986). Intuitionistic fuzzy sets. Fuzzy Sets & Systems, 20, 87-96.
  • Biswas, P., Pramanik, S. & Giri, B.C. (2016a). Some Distance Measures of Single Valued Neutrosophic Hesitant Fuzzy Sets and Their Applications to Multiple Attribute Decision Making, In New Trends in Neutrosophic Theory and Applications, F. Smarandache and S. Pramanik (Ed.), Pons Publishing House, Brussels, 27-34.
  • Biswas, P., Pramanik, S. & Giri, B.C. (2016b). TOPSIS method for multi-attribute group decision making under single-valued neutrosophic environment. Neural Computing and Applications, 27(3), 727-737.
  • Chen, S.J. & Hwang, C.L. (1992). Fuzzy multiple attribute decision-making methods and applications. Lecture Notes in Economics and Mathematical Systems. Berlin: Springer-Verlag.
  • Derbent, A. (2011). Mobil Yaşam ve Uygulamaları, (Ed. Gonca Telli Yamamoto), MMA Raporu, İstanbul.
  • Hussain, A.N., Mohamed, M., Abdel-Baset, M. & Smarandache, F. (2017). Neutrosophic Linear Programming Problems, In Neutrosophic Operational Research, F. Smarandache, M. Abdel-Baset and Y.Q. Zhou (Ed.), Volume 1, Pons Publishing House, Brussels, 15-27.
  • Kim, G., Sin, B. & Lee, H.G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19(3), 283-311.
  • Laforet, S. & Li, X. (2005). Consumers’ Attitudes Towards Online and Mobile Banking in China, International Journal of Bank Marketing, 23(5), 362–380.
  • Laukkanen, T.(2007). Internet vs Mobile Banking: Comparing Customer Value Perceptions, Business Process Management Journal, 13(6), 788–797.
  • Lin, H.F. (2013). Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 35, 195-204.
  • Liu, P. & Wang, Y. (2014). Multiple attribute decision-making method based on single-valued neutrosophic normalized weighted Bonferroni mean. Neural Computing and Applications, 25, 2001-2010.
  • Lu, Y., Zhang, L. & Wang, B. (2009). A multidimensional and hierarchical model of mobile service quality. Electronic Commerce Research and Applications, 8(5), 228-240.
  • Mondal, K., Pramanik, S. & Smarandache, F. (2016). Several Trigonometric Hamming Similarity Measures of Rough Neutrosophic Sets and their Applications in Decision Making, In New Trends in Neutrosophic Theory and Applications, F. Smarandache and S. Pramanik (Ed.), Pons Publishing House, Brussels, 93-103.
  • Nirmal, N.P. & Bhatt, M.G. (2016). Selection of Automated Guided Vehicle Using Single Valued Neutrosophic Entropy Based Novel MultiAttribute Decision Making, In New Trends in Neutrosophic Theory and Applications, F. Smarandache and S. Pramanik (Ed.), Pons Publishing House, Brussels, 105-114.
  • Padmanaban, K. & Joseph, T. (2014). Factors influencing customers’ adoption of mobile banking services: An exploratory study. International Journal of Research in Commerce & Management, 5(12), 60-64.
  • Rao, R.V. (2007). Decision making in the manufacturing environment using graph theory and fuzzy multiple attribute decision making. London: Springer-Verlag.
  • Rao, R.V. & Parnichkun, M. (2009). Flexible manufacturing system selection using a combinatorial mathematics-based decision-making method. International Journal of Production Research, 47(24), 6981-6998.
  • Smarandache, F. (1998). A unifying field in logics, neutrosophy: neutrosophic probability, set and logic. American Research Press, Rehoboth.
  • Şahin, R. & Yiğider, M. (20). A Multi-criteria neutrosophic group decision-making method based TOPSIS for supplier selection, arXiv preprint arXiv:1412.5077.
  • Tan, F.B. & Chou, J.P.C. (2008). The relationship between mobile service quality, perceived technology compatibility, and users’ perceived playfulness in the context of mobile information and entertainment services. International Journal of Human-Computer Interaction, 24(7), 649-671.
  • Wang, H., Smarandache, F., Zhang, Y.Q. & Sunderraman, R. (2010). Single-valued neutrosophic sets. Multispace and Multistructure, 4, 410413.
  • Wang, J. & Zhang, Z. (2009). Multi-criteria decision-making method with incomplete certain information based on intuitionistic fuzzy number. Control and Decision, 24(2), 226-230.
  • Yu, T.K. & Fang, K. (2009). Measuring the post-adoption customer perceptions of mobile banking services. CyberPsychology & Behavior, 12(1), 33-35.
  • Zadeh, L.A. (1965). Fuzzy Sets. Information and Control, 8, 338-353.
  • Zhuo, Q.Y. & Li, Y. (2010). Chinese mobile banking service evaluation based on AHP method. International Conference on E-Product, EService and E-Entertainment (ICEEE), 1-5.
  • Zhou, T. (2012). Understanding users’ initial trust in mobile banking: An elaboration likelihood perspective. Computers in Human Behavior, 28(4), 1518-1525. https://www.tbb.org.tr/en/banks-and-banking-sector-information/statistical-reports/20 (Accessed: 04.10.2017) https://www.tbb.org.tr/tr/internet and mobile banking statistics/3635 (Accessed: 05.10.2017)
There are 26 citations in total.

Details

Journal Section Articles
Authors

Serpil Altinirmak

Basil Okoth This is me

Mustafa Ergün

Caglar Karamasa This is me

Publication Date December 30, 2017
Published in Issue Year 2017

Cite

APA Altinirmak, S., Okoth, B., Ergün, M., Karamasa, C. (2017). ANALYZING MOBILE BANKING QUALITY FACTORS UNDER NEUTROSOPHIC SET PERSPECTIVE: A CASE STUDY OF TURKEY. Journal of Economics Finance and Accounting, 4(4), 354-367. https://doi.org/10.17261/Pressacademia.2017.746

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