With remarkable growth of ICT development and the Internet popularity, the widespread use of the electronic service is becoming inevitable. Furthermore, as the user adoption plays an important role...

Development of an adoption model to assess user acceptance of e-service technology: E-Service Technology Acceptance Model

Display Omitted This article provides a model for the Failure Mode and Effects Analysis Based on Intuitionistic Fuzzy Approach. Method was used to determine the weight of decision makers.Determining the weight of risk factors using intuitionistic fuzzy linguistic terms and IFWA operator that it used to aggregate weight factor.Failure modes has ranked using the intuitionistic fuzzy TOPSIS technique.Further study can focus on interval valued intuitionistic fuzzy set to evaluation failure modes with FMEA technique or other decision support systems. Failure mode and effects analysis (FMEA) is one of the most powerful methods in the field of risk management and has been widely used for improving process reliability in manufacturing and service sector. High applicability of FMEA has contributed to its applications in many research domains and practical fields pertaining risk assessment and system safety enhancement. However, the method has also been criticized by experts due to several weaknesses and limitations. The current study proposed a novel model for failure mode and effects analysis based on intuitionistic fuzzy approach. This approach offers some advantages over earlier models as it accounts for degrees of uncertainty in relationships among various criteria or options, specifically when relations cannot be expressed in definite numbers. The proposed model provides a tool to evaluate the failure modes, while dealing with vague concepts and insufficient data. The proposed model was tested in a case study examining the failure modes for quality of internet banking services.

A model for failure mode and effects analysis based on intuitionistic fuzzy approach

The rapid growth of technology, including artificial intelligence (AI), in the banking industry has played a disrupting role in traditional banking channels. This study aims to investigate factors that influence the attitudes and perceptions of digital natives pertaining to mobile banking and comfort interacting with AI-enabled mobile banking activities.,Data were collected from 218 digital natives. This paper uses multivariate regression and two separate multiple regression analyses to examine the differential effects of technology-based (i.e. attitudes toward AI, relative advantage, perceived trust and security in specific mobile banking activities) and non-technology based (i.e. need for service, quality of service) factors on mobile banking usage and AI-enabled mobile banking services.,This study identifies determining factors for mobile banking and AI-enabled mobile banking services. Results indicate a divide in how digital natives perceive relative advantage between our two dependent variables. Consistent with previous studies, the relative advantage construct has the most impact on mobile banking usage. However, relative advantage was not significant for AI-enabled mobile banking, suggesting an extra layer of complexity that goes beyond convenient fast banking.,A limitation of this study is that it does not incorporate age groups outside of digital natives. Further research is needed to test for differential effects between age groups. In addition, the discovery of no significant impact of relative advantage on AI mobile banking warrants more research on the similarities and differences between mobile banking and AI-enabled mobile banking.,To better appeal to digital natives, it is suggested that the banking industry emphasize mobile banking’s anywhere/anytime access to financial accounts, as this is important to college-age customers who may not live near their local banking institution. Moreover, the paper suggests that improvement to mobile banking features for one-on-one interpersonal contact with bank employees is needed.,This study addresses the gap in the understanding of how digital natives perceive mobile banking in comparison to AI-enabled mobile banking services.

Mobile banking and AI-enabled mobile banking: The differential effects of technological and non-technological factors on digital natives’ perceptions and behavior

Nowadays, the internet has become a suitable platform for the trade of products and services. Online shopping transactions are carried out without face-to-face contact; thus, various factors can affect customers' purchase intentions. In addition to aesthetics and ease of use, trust is a critical factor which allows customers to choose an online store. Online merchants need to find ways to keep trusting customers satisfied and loyal. This paper investigates how customer loyalty can be created and/or enhanced in online shopping. The statistical population of the study includes the customers of several online stores in Iran. Data collection is carried out using a questionnaire. The results indicate that information security and website performance influence e-service quality both positively and directly. Also, responsiveness, compensation, and contact positively influence e-recovery. E-recovery has positive impact on e-loyalty, which in turn significantly affects online repurchase.

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Behavioral customer loyalty in online shopping: the role of E-service quality and E-recovery

Proposing a fuzzy hierarchical TOPSIS based on E-S-QUAL for evaluating e-commerce.Utilizing fuzzy hierarchical TOPSIS to reflect the hierarchical structure.Applying E-S-QUAL for assessing e-commerce website service quality effectively.Conducting the case study to understand in a better way the evaluation process.Conducting a validation test with other MCDM to verify the robustness of method. In the wake of the rapid emergence of e-commerce, its evaluation is of great theoretical and practical importance. Among the various types of e-commerce, business-to-consumer (B2C) e-commerce has become a key, and especially influential, retailing channel. Its ascendancy raises core issues with respect to how the customer is to be satisfied by, and therefore inclined to trust, e-commerce websites. B2C e-commerce website evaluation, therefore, is an important related issue. First, while a number of studies have studied B2C e-commerce website evaluation using various multiple-criteria-decision-making (MCDM) methods, they have focused only on the perceived service quality of B2C e-commerce websites. In fact, it is generally recognized that service quality is determined by the difference between the expected service level (which expectation is derived from information obtained before the service experience) and the actual, perceived service level; this concept, then, should be also be afforded due consideration in B2C e-commerce website evaluation. Second, among the various MCDM approaches, TOPSIS, which involves the consideration of both the positive-ideal solution (PIS) and the negative-ideal solution (NIS), is especially pertinent to the complex decision-making entailed in the evaluation of B2C e-commerce websites. Third, the human element of subjectivity in the evaluation of B2C e-commerce websites needs to be considered in order to enable modeling of real-life website-evaluation situations. Finally, the hierarchical structure of the evaluation criteria between the main dimensions and their sub-criteria should be considered. To reflect these issues, in this paper, we present a fuzzy hierarchical TOPSIS based on E-SERVQUAL (E-S-QUAL). This approach effectively considers the raised issues and preserves the core concept of E-S-QUAL (the extended version of SERVQUAL) for measurement of electronic service quality in the e-commerce environment. The empirical case study of B2C e-commerce provides the researchers and practitioners to understand in a better way the evaluation process from a practical point of view. In addition, core finding of this study is that the comparison results with other MCDM methods further verify the robustness of the proposed approach. It implies that this method potentially can be applied to performance evaluation of similar service sectors.

Leong Ooi Yun

Papers

The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking

Examining Dimensions of Electronic Service Quality for Internet Banking Services

The impacts of e-service quality and e-customer satisfaction on e-customer loyalty in internet banking