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A FAHP-FUZZY Approach of Evaluating Banking Service Quality

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Executive Summary

With the development of the interest rate liberalization in China, the narrowing of spreads has great influence on China's commercial banks operating income, the commercial banks "Innovation" pressure is increasingly urgent. The electronic bank, as the main means of innovation, was being developed rapidly in recent years, which played an important role in reducing the constantly increasing intermediary business income during operation. The electronic banks promote the business innovation, and it is very convenient for the customer service. The purpose of innovation is to improve the quality of service. Bank service quality is an important factor to affect the bank's reputation and an important means of competition among banks.

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