Comparison of Analytical Hierarchy Process and Fuzzy Analytical Hierarchy Process Models for E- Banking Websites Quality Evaluation

Abstract

The process of evaluating the quality of e-banking websites has gained rapid attention in recent years with the adoption of multi-criteria decision-making (MCDM) approaches. The Analytical Hierarchy Process (AHP) and the fuzzy AHP models which are well suited to determine the outcomes of the e-banking website quality evaluation are explored in this study. In both cases, the decision-making activity is broken into criteria and sub criteria usually arranged as a pairwise comparison matrix layout. Though the latter is meant to be an advancement over the former, this paper compares the performances of the two MCDM approaches in evaluating e-banking websites of top-four Nigerian banks by profit margin. The data was collected from 33 out of 50 initially selected respondents using e-banking apps in Minna, Niger State through a non-random sampling technique. The outcome showed that the AHP and FAHP models are closely correlated based on the ranking of the weights of criteria and alternatives used in the study. Using the Wilcoxon Signed Rank Test, the Asymp Sig. (2-tailed) of criteria and sub-criteria is 0.500 for AHP and FAHP models indicating highly correlated decisions of the respondents. Also, the Wilcoxon Signed Rank Test (Asymp Sig. (2-tailed)) of alternatives is 1.000 for AHP and FAHP models indicating fairly correlated decisions on e-banking websites quality of alternatives (banks). However, the FAHP performances were superior to the AHP, which is consistent with some existing studies.