Technology Based Self Service Banking Service Quality Evaluation: a Graph Theoretic Approach

Abstract

The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. Researchers have used numerous methods to evaluate automated banking service quality. In this paper, a methodology to quantify the overall effect of key TBSSB service quality attributes is discussed. The TBSSB service quality index is calculated by using fuzzy along with graph theory and matrix methods. Broad attributes affecting TBSSB service quality are identified. The fuzzy numbers are used to convert intangible attributes to crisp scores and then graph theoretic approach has been applied to calculate the single numerical index. This study may help bank management to take various decisions pertaining to TBSSB service quality using TBSSB index. It will also assist academicians in better understanding of TBSSB services.