International Journal of Nonlinear Analysis and Applications

Proposing a banking model in the customer service sector through social networks using the beyond-integrated approach and fuzzy AHP technique

Document Type : Research Paper

Authors

1 Department of Information Technology Management, Isfahan (Khorasgan) Branch, Islamic Azad University, Isfahan, Iran

2 Department of Communication Sciences, Isfahan (Khorasgan) Branch, Islamic Azad University, Isfahan, Iran

3 Department of Management, Isfahan (Khorasgan) Branch, Islamic Azad University, Isfahan, Iran

Abstract

The main purpose of this study is to shape, design and present a model that can be used to develop the level of customer service through social networks in the banking system. For this purpose, a large part of the mentioned structures was extracted using the ultracomposite method. Therefore, in the first step, an extensive search was conducted among various sources (including books, book summaries, periodicals, case studies, doctoral dissertations, etc. based on keywords) and more than four hundred sources were collected. Then, by separating the categories, themes and coding, using qualitative data analysis software, the results will be extracted and finally, multiple structures will be extracted to compile the model. In the following, by using "content validity indices and content validity ratio", the validity of the desired measures was measured by the opinions of the experts and then with the limited use of questionnaire items, the reliability of the items that make up the functional structures, as well as the reliability of the questionnaire tool (alpha Cronbach's) calculation and the result was 0.89.

Keywords

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International Journal of Nonlinear Analysis and Applications
Volume 15, Issue 9
September 2024
Pages 165-174
  • Receive Date: 27 February 2023
  • Revise Date: 30 May 2023
  • Accept Date: 03 June 2023