So, to resolve this complex problem, AHP methodology will be best-suited among all
other weighing methods shown in Table I. To the best of the knowledge, none of the
study has applied AHP methodology to rank the critical success factors of CE in
banking sector. In this study, while development of the AHP framework, it is assumed
that the criteria and sub-criteria are independent of each other.
To achieve the above-mentioned objectives, this article is structured as follows: first,
it deals with the identification of critical success factors of CE through experts’ panel
and literature survey. Second, the validation of critical success factors under various
measurement dimensions through expert survey. Third, with the help of analytical
hierarchy process the relative importance of these critical success factors is identified.
Fourth, the managerial implications of the results are discussed in context of banking.