An Integrated DEMATEL-ANP Approach for Mobile Banking Adoptions in China Market

Table 13

Summary of the customer service.

Ease of available common services
Category	Ranking	Number	%
Consultation (message board, contact phone number, online answer, e-mail, etc.)	Method (=5)	1	10
	Method (=4)	0	0
	Method (=3)	1	10
	Method (=2)	4	40
	Method (=1)	4	40
Total		10	100
Feedback speed	Need improvement (≤3)	4	40
	Satisfied (>3)	6	60
Total		10	100
Feedback accuracy	Need improvement (≤3)	7	70
	Satisfied (>3)	3	30
Total		10	100