Fuzzy Comprehensive Evaluation of E-bank Service Failure Remedy —Based on Comparing Xi’an Bank with ICBC in Xi’an

Abstract

After randomly research the e-bank service failure remedy of ICBC and Xi’an bank in Xi’an, Shaanxi province, we summarize the common existing service failure of online payment, and service remedy strategies for service failure. Using our preliminary study of building hierarchical analysis model of e-bank service failure remedy and the calculation results, this article further evaluates these two commercial banks’ service remedy condition with fuzzy comprehensive evaluation. Based on the contrast with ICBC, we are trying to put forward some feasible suggestion for Xi’an bank, in order to promote its further development.