E7 Bankacılık Sektöründe Müşteri Beklentilerinin Bulanık ANP Tabanlı Analizi

Bu çalışma, E7 bankacılık sektöründeki müşteri beklentilerini analiz etmeyi amaçlamaktadır. Bu amaçla, bulanık ANP yaklaşımı kullanılarak 8 farklı kriter seçilmiş ve ağırlıklandırılmıştır. Sonuçlar, fiyatlandırma politikalarının erişim kolaylığı ve güvenliğinin bankacılık sektöründe müşteri memnuniyetini etkileyen önemli faktörler olduğunu göstermektedir. Bu nedenle, müşteriler bankacılık faaliyetlerinde maliyeti önemsedikleri için bankaların uygun fiyatlar talep etmeleri şiddetle tavsiye edilmektedir. Bir diğer önemli nokta ise, müşteriler açısından erişim kolaylığı önemli bir konu olduğundan, bankaların kritik lokasyonlarda yeterli sayıda şube ve ATM açması gerektiğidir. Son olarak, bu bankalar, güvenlik konusunda herhangi bir risk olmaması için BT geliştirmeye yatırım yapmalıdır. Bu konular göz önünde bulundurularak bankaların müşterilerin beklentilerini karşılaması çok daha kolay olabilecektir.

Fuzzy ANP-Based Analysis of Customer Expectations In the E7 Banking Industry

This study aims to analyze the customer expectations in E7 banking industry. For this purpose, 8 different criteria are selected and weighted by using fuzzy ANP approach. The results show that pricing policies ease of access and security are important factors that affect customer satisfaction in banking industry. Therefore, it is strongly recommended that banks should charge affordable prices because the customers give significance to the cost in banking activities. Another important point is that banks should open enough branches and ATMs in critical locations since the ease of access is an essential issue for the customers. Finally, these banks should invest in IT development so that there should not be any risk about the security. By considering these issues, it can be much easier for the banks to meet the expectations of the customers.

Kaynakça

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Kaynak Göster

Bibtex @araştırma makalesi { ekimad859636, journal = {Ekonomi İşletme ve Maliye Araştırmaları Dergisi}, issn = {}, eissn = {2667-503X}, address = {}, publisher = {İrfan ERSİN}, year = {2020}, volume = {3}, pages = {17 - 39}, doi = {10.38009/ekimad.859636}, title = {Fuzzy ANP-Based Analysis of Customer Expectations In the E7 Banking Industry}, key = {cite}, author = {Yuksel, Serhat and Dinçer, Hasan} }
APA Yuksel, S , Dinçer, H . (2020). Fuzzy ANP-Based Analysis of Customer Expectations In the E7 Banking Industry . Ekonomi İşletme ve Maliye Araştırmaları Dergisi , 3 (1) , 17-39 . DOI: 10.38009/ekimad.859636
MLA Yuksel, S , Dinçer, H . "Fuzzy ANP-Based Analysis of Customer Expectations In the E7 Banking Industry" . Ekonomi İşletme ve Maliye Araştırmaları Dergisi 3 (2020 ): 17-39 <
Chicago Yuksel, S , Dinçer, H . "Fuzzy ANP-Based Analysis of Customer Expectations In the E7 Banking Industry". Ekonomi İşletme ve Maliye Araştırmaları Dergisi 3 (2020 ): 17-39
RIS TY - JOUR T1 - Fuzzy ANP-Based Analysis of Customer Expectations In the E7 Banking Industry AU - Serhat Yuksel , Hasan Dinçer Y1 - 2020 PY - 2020 N1 - doi: 10.38009/ekimad.859636 DO - 10.38009/ekimad.859636 T2 - Ekonomi İşletme ve Maliye Araştırmaları Dergisi JF - Journal JO - JOR SP - 17 EP - 39 VL - 3 IS - 1 SN - -2667-503X M3 - doi: 10.38009/ekimad.859636 UR - Y2 - 2021 ER -
EndNote %0 Ekonomi İşletme ve Maliye Araştırmaları Dergisi Fuzzy ANP-Based Analysis of Customer Expectations In the E7 Banking Industry %A Serhat Yuksel , Hasan Dinçer %T Fuzzy ANP-Based Analysis of Customer Expectations In the E7 Banking Industry %D 2020 %J Ekonomi İşletme ve Maliye Araştırmaları Dergisi %P -2667-503X %V 3 %N 1 %R doi: 10.38009/ekimad.859636 %U 10.38009/ekimad.859636
ISNAD Yuksel, Serhat , Dinçer, Hasan . "Fuzzy ANP-Based Analysis of Customer Expectations In the E7 Banking Industry". Ekonomi İşletme ve Maliye Araştırmaları Dergisi 3 / 1 (Nisan 2020): 17-39 .
AMA Yuksel S , Dinçer H . Fuzzy ANP-Based Analysis of Customer Expectations In the E7 Banking Industry. Ekonomi İşletme ve Maliye Araştırmaları Dergisi. 2020; 3(1): 17-39.
Vancouver Yuksel S , Dinçer H . Fuzzy ANP-Based Analysis of Customer Expectations In the E7 Banking Industry. Ekonomi İşletme ve Maliye Araştırmaları Dergisi. 2020; 3(1): 17-39.
IEEE S. Yuksel ve H. Dinçer , "Fuzzy ANP-Based Analysis of Customer Expectations In the E7 Banking Industry", Ekonomi İşletme ve Maliye Araştırmaları Dergisi, c. 3, sayı. 1, ss. 17-39, Nis. 2020, doi:10.38009/ekimad.859636