Priority of Factors Affected on Customer＇s Satisfaction in the E-Banking by Using Kano Model and Analytical Hierarchy Process： A Case of Iranian Commercial Bank  

作　　者：Younos Vakil Alroaia Mohammad Hemati Kambiz Abdi 

机构地区：[1]Islamic Azad University, Iran

出　　处：《Journal of Modern Accounting and Auditing》2011年第10期1097-1105,共9页现代会计与审计（英文版）

摘　　要：The aim of the article is to determine the extent to which customer satisfaction＇s in the e-banking in Semnan area had organizational and customer readiness for developing their services. One of the most important sectors that plays key role for grasping developed condition is banking sector. Banks like other institutions also look for augmenting their profits and increasing their strength by expansion. The designing of bank must involve selection of those that have sufficient success potential. Hence, from several factors of success, the following three criteria factors have been： selected-customer satisfied, one dimensional, and product fully functional. These factors offers three question multi criteria group extracted from a 16 norms. Also, three criteria factors have been studied over a period of five years and important criteria for evaluating the norms. The Analytical Hierarchy Process （AHP） has been employed to calculate the success potential of each norm. The empirical data comprises the longitudinal survey of the agricultural banking of the Semnan province. The paper, also, finds that product fully functional is placed as the first priority.

关 键 词：customer＇s satisfaction E-BANKING AHP Iran 

分 类 号：O225[理学—运筹学与控制论] TN915[理学—数学]