Pathology the Internet Banking Service Quality Using Failure Mode and Effect Analysis in Interval-Valued Intuitionistic Fuzzy Environment

Development of information technology (IT) and its entry into the daily life has transformed many of the traditional methods evolved and has prowl the world for a new competition. In this regard, the banking system has not been an exception to this rule and the development of e-banking as an application of IT has created drastic changes in the banking industry. Nowadays, the rapid expansion and growing of e-commerce through Web sites and electronic banking portals have made the identification and assessment of the critical success factors in e-banking be deemed necessary. With respect to electronic banking and the importance of quality of service (particularly e-banking services), the present research has dealt with diagnosing the quality of Internet banking service with failure analysis approach and its effects on interval-valued intuitionistic fuzzy environment in Yazd Refah Banks. Therefore, after reviewing the literature and interviews with experts in banking, 20 items of e-banking service quality failure were identified. After designing and distributing questionnaires among banking experts, the priority and importance of each of these factors were evaluated by using TOPSIS and entropy and based on failure mode and effect analysis (FMEA) model in interval-valued intuitionistic fuzzy environment. Results indicate that the item of not protecting data sent by the user by means of security tools of the bank's online banking application has the highest priority in the failure of quality programs of Internet banking.