Table 8 The final weights of the fuzzy DEMATEL-ANP decision-making technique

Recipient production process (A)

0.074

A1: Inappropriate marketing of the executive staff

0.2711

A2: Inappropriate marketing of the bank

0.2211

A3: Inappropriate marketing of the agencies

0.097

A4: Absence of a suitable program for identifying and attracting specific recipients (VIPs)

0.4108

Terminal establishment process (B)

0.006

B1: No timely allocation of the devices

0.3723

B2: No timely installation of the devices

0.3788

B3: Lack of adequate training of staff on how to work with the devices

0.2489

Supporting process (C)

0.031

C1: No timely repairing of faulty terminals

0.3487

C2: Undesirable rolled up to the recipients

0.2693

C3: Inappropriate call center response to financial problems

0.3821

Recipient retention and satisfaction process (D)

0.094

D1: Failure to provide the devices with desirable quality and hardware specifications

0.1069

D2: Inappropriate quality of device software

0.1711

D3: Frequent technical problems

0.1854

D4: Failure to meet customer needs

0.0989

D5: Not paying attention to specific recipients (VIPs)

0.1522

D6: No paying attention to complaints

0.2124

D7: Lack of suitable program for keeping specific recipients (VIPs)

0.073

Executive interaction with bank (E)

0.218

E1: Successive changes of the project managers and experts

0.0043

E2: Changes of bank managers and their approaches to the PSP company

0.0875

E3: Inappropriate strategy of central office personnel

0.1141

E4: Failure to comply with work ethics

0.1192

E5: No timely response to bank requests

0.1006

E6: Timely request for status

0.1054

E7: Inappropriate behavior of personnel of agencies with the bank branches

0.109

E8: Bank’s dissatisfaction with the company

0.1589

E9: No timely delivery of the devices

0.0557

E10: Repeating infringements

0.1092

E11: Failure to provide reports and clarifications for highlighting company achievements

0.0361

The terms of contract and commitment (F)

0.099

F1: Inappropriate contract with unreasonable terms

0.2676

F2: Failure to adhere to the terms of the contract and mutual obligations

0.2434

F3: Lack of proper planning for achieving the goals of the project

0.1549

F4: Disclosure of confidential information and documents of bank’s customers

0.3341

Company credibility and power (G)

0.16

G1: Background of failure in other banking projects

0.2393

G2: Increasing dissatisfied recipients

0.1613

G3: Absorbing undesirable recipients

0.1111

G4: Decreasing special recipients (VIPs) and attracting them by competitors

0.2299

G5: Lack of covering the operating costs with incoming payments

0.2585

Efficiency of agencies (H)

0.125

H1: The inability and inappropriate financial situations of the provincial agencies

0.2461

H2: No financial support of agencies from the central office

0.2064

H3:Lacking sufficient standards and capabilities

0.5475

Technical and operational (I)

0.071

I1: Failure to establish a secure, stable and high-speed network

0.5113

I2: Failure to quickly implement market needs

0.4887

Research and development (J)

0.068

J1: Lack of innovation and initiative in accordance with customer needs

0.2405

J2: Lack of study and identification of market needs

0.378

J3: Being behind of competitive market

0.3815

Advertising (K)

0.031

K1: Being unknown in the market

0.5246

K2: Lack of a quick notification of the company’s latest achievements for market penetration

0.4754