A FAHP-FUZZY Approach of Evaluating Banking Service Quality

Xilong Liu, Yizeng Chen


With the development of the interest rate liberalization in China, the narrowing of spreads has great influence on
China's commercial banks operating income, the commercial banks "innovation" pressure is increasingly urgent.
The electronic bank, as the main means of innovation, was being developed rapidly in recent years, which played
an important role in reducing the constantly increasing intermediary business income during operation. The
electronic banks promote the business innovation, and it is very convenient for the customer service. The
purpose of innovation is to improve the quality of service. Bank service quality is an important factor to affect
the bank's reputation and an important means of competition among banks. Based on the model of service
quality of commercial banks, according to Chinese current situation, the paper puts forward an evaluation
method using the FAHP-FUZZY model of service quality evaluation, in order to promote the continuous
improvement of commercial banking service quality.

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DOI: http://dx.doi.org/10.5539/ijbm.v8n14p158

International Journal of Business and Management   ISSN 1833-3850 (Print)   ISSN 1833-8119 (Online)

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