Using FAHP and CBR to evaluate the intention of adoption of internet banking service: The example of web ATM

Abstract

This research combines the Fuzzy Analytic Hierarchy Process (FAHP) with Case-Based Reasoning (CBR) to evaluate the intention of adoption of web ATM services. Compared with physical ATM service, web ATM allows users to perform financial transactions over the internet conveniently. Based on literature and considering the characteristics of web ATM, this study constructs a model for web ATM adoption that comprises three dimensions: The knowledge, the potential value, and the security. 222 valid user questionnaires are collected, and factor analysis is used to verify the factor structure of the decision hierarchy. FAHP is then used to calculate the weights of criteria with six experts through pairwise comparisons. Finally, FAHP weights are integrated into a CBR prediction mechanism for evaluating a user’s adoption intention toward web ATM. The results are helpful for financial institutions to understand and to evaluate the user behavior toward internet banking service adoption.