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

Serpil Altin, Basil Okoth, Mustafa Ergun, Caglar Karamasa
2017 Pressacademia  
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
more » ... tic 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. JEL Codes: C44, G21, 032 Services that are offered to customers via mobile banking, also known as m-banking, include authentication, user friendly interfaces, contactless payment systems, dynamic credit opportunities, fund transfers, offering innovative products to customers at point of sales, 24/7 tracing of sales transactions and giving warnings to customers, bill payments via mobile phones, real-time access to bank statement and debt accounts, invoice payment, anytime and anywhere connectivity to banking services (Derbent, 2011: 164-171).It can be stated that the most significant barrier to the adoption of m-banking are the security concerns. Additionally, other essential factors may include individuals' past experiences with information and technology, and the lack of awareness of the benefits of m-banking (Laforet and Li, 2005:362-380).
doi:10.17261/pressacademia.2017.746 fatcat:fj3vvcgqeneohigtktuve3c53i