The main strength of this study lies in the development of the comprehensive
model for the evaluation of CE in banks. The paper proposes an AHP methodology
in order to rank the critical success factors of CE related to banking organizations.
A total of 14 critical success factors have been identified precisely with the opinion
of expert’s panel and by literature review. By using AHP, the relative importance of
all these factors and their impact on different experience dimensions have been
identified. The synthesized results highlight that “convenience” factor is the most
significant among all the other factors.