International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online) DOI: 10.30845/ijbss

Performance Evaluation of Automated Teller Machine (ATM) with Fuzzy TOPSIS Using Sample Survey Results
Yousaf Shad Muhammad, Sadia Aslam, Nouman Afgan, Azhar Mehmood Abbasi

The aim of this study is to propose a fuzzy multi-criterion decision model (MCDM) to evaluate the performance of ATMs of larger Pakistani banks. For this purpose six banks of Pakistani banking sector are examined and evaluated their quality performance in terms of cost-benefit criterions or factors of ATM facility. Fuzzy Technique for order performance by similarity to ideal solution (TOPSIS) is incorporated in the proposed model. Important factors of service quality are evaluated, ranked and graphically depicted. As customer’s satisfaction represents a modern approach for quality in different business organizations, so in this study, we transform the decision maker’s responses into direct customer’s responses. Bank’s performance may be evaluated in relation to a set of satisfaction factors that indicates the weak and strong points of business organizations. For this purpose we introduce the survey technique to collect the data of customer’s. The study provides important results for development of banking sector.

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