The study of online banking performance using AHP

• Main Authors: Cheng-Ning,Yang, 楊正寧
• Other Authors: 金力鵬
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/35667044232587124482

碩士 === 實踐大學 === 企業管理學系碩士班 === 98 === Abstract The rise of Internet and information technology development has altered the course of global economic activities. This transformation led major banks to modify traditional banking operation and services accordingly. After 1990, Internet improvement brought changes of traditional banking transactions between the customers and banks. It is inevitable for banks to build up and extend the service to Internet banking. The effectiveness and efficiency of Internet banking have made aware of the major banks that this will be in the mainstream of global economic activity. The research of Analytic Hierarchy Process (AHP) was proposed by Thomas Saaty in 1971. Analytic Hierarchy Process (AHP) has become the most common practice and the foundation of strategic decision making to provide the quantitative measures in different criteria. The main focus of the research was to analyze on-line service functions provided by domestic banks and to examine the operations more in-depth. On-line banking service providers were the primary research targets, which the services have been approved. First round questionnaire and survey was done to identify the key elements of on-line services. The second round of survey was done to gather opinions and conclusions from banking service providers and long-term customers of the on-line banking services. The AHP method was applied to the questionnaire result in this study. Most of the on-line banks provide four main types of services: account service, credit card service, investment service and customer service. The comprehensive analysis will be based on these four main types of services. The analytical assessment will base on overall evaluation of banking services provided by on-line bankers. The conclusion of the research will be drawn based on the strengths and weaknesses of the key service elements provided by all Internet banks in Taiwan. Keywords: analytic hierarchy process, AHP, Network banking.