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

Abstract

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 linguistic 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.