Published Paper Details:

The banking system's efficient and stable performance is the foundation of any economy's long-term growth. Several economic reforms have recently been initiated in India in order to facilitate growth and to withstand the dynamics of the global economy. In this context, the current study compares the performance of selected Indian and foreign banks in India over a time horizon to detect any changes in performance over time. First, the selected banks' performance is evaluated in terms of management efficiency using a Multi-Criteria Decision Making (MCDM) technique for determining criteria weight. The study also employs a fuzzy logic model to ensure the consistency of performance-based ranking on technological innovation-related parameters. The main goal of this study is to develop an Analytic Hierarchy Process (AHP) to perform the best in the digital marketplace and this helps customers in the selection of proper banks so that the main goal of all banks is to retain their customers and improve their performance in terms of capital appreciation. To achieve the study's goal, criteria and their sub-criteria are determined through an extensive literature review, and a structured questionnaire is prepared to collect data from experts via a personal interview on a scale of 1 to 5. Analytic Hierarchy Process (AHP), a multi-criteria decision making mathematical tool, was used to analyse the importance of each criteria and develop a hierarchy of importance criteria. According to the weight estimated using fuzzy logic of geometric mean, the most important criterion is 'customised services,' followed by 'competitiveness,' 'cost effectiveness,' 'efficiency,' and'reduction in client influx.' Banks should prioritise these critical criteria in order to improve the quality of their e-services, consumer satisfaction and retention, and online reputation. Customers are increasingly interacting with web-based applications as the internet and web applications proliferate. They are shifting from offline to online, creating a difficult environment for service providers, particularly those in the banking sector, to meet their specific needs. It is thus necessary not only to identify the critical factors influencing bank performance, but also to prioritise them.