A combined AHP-TOPSIS-DEMATEL approach for evaluating success factors of e-service quality: an experience from Indian banking industry.
Vivek AgrawalNitin SethJitendra Kumar DixitPublished in: Electron. Commer. Res. (2022)
Keyphrases
- service quality
- information quality
- success factors
- customer satisfaction
- banking industry
- analytic hierarchy process
- information systems
- internet banking
- user satisfaction
- service providers
- electronic commerce
- critical success factors
- multi criteria
- competitive advantage
- evaluation method
- return on investment
- quality of service
- decision makers
- factors affecting
- knowledge transfer
- call center
- perceived usefulness
- m learning
- evaluation model
- decision making
- data mining