Developing a fuzzy MCDM model for evaluating internet banking performance in Iran based on Critical Success Factors (CSF's) - A case study

Internet banking (ib) as a financial service delivery channel, has grown dramatically in the past decade; growth that is likely to continue in the foreseeable future. despite of its necessity, there are limited researches related to the internet banking performance evaluation have been done so far. evaluating internet banking performance is a complex process that involves assessing interaction between the environment, technology, internal operations and external activities therefore this evaluation needs a holistic approach which allows both multi-criteria and simultaneous evaluation. for this reason this paper proposed a fuzzy multiple criteria decision making (fmcdm) approach for evaluating internet banking performance in iran based on critical success factors (csf's). this study is _conducted in two main parts. in the initial stage of the proposed approach, . we defined the factors affecting internet banking success by reviewing the literature and interview with ib experts and determine the relative importance of these factors by integrating ahp and fuzzy set theory. in the second part, based on the calculated weights of criteria, we propose a model to evaluate the performance of internet banking of banks using fuzzy vjkor procedure. also this model has been applied in a case study to rank the 6 privately owned banks ofiran in terms of their internet banking performance.