A study on the adoption and diffusion of information and communication technologies in the banking industry in Thailand using multiple-criteria decision making and system dynamics approaches.

The main objective of this study is to develop requisite models for information and communication technology (ACT) adoption and diffusion in the banking industry in Thailand. The research, combining two study areas of multiple criteria decision-making (MCDM) and system dynamics (SD), is conducted using two research methodologies: system development and a case study of the Siam Commercial Bank PCL in Thailand.The study shows how to combine the two decision-making tools of MCDM and system dynamics effectively. The requisite group models of ICT adoption and diffusion provide ways to select the most preferred technology and to allow forward planning to diffuse the adopted technology more effectively. With an embedded decision support tool, decision-makers are able to apply the models with their available information, intuition, knowledge, and experience to improve their decision-making and enhance their learning.Initially, the research revealed that the Siam Commercial Bank currently employs various types of information and communication technologies (ICT) to facilitate work processes, fulfil customers' requirements, and retain its competitive advantage. However, the bank still confronts problems relating to technology adoption and diffusion.A requisite group model of ICT adoption was developed using MCDM as a decision making tool. The model illustrated how to select the most preferable technological alternative that fulfilled the mission of the bank. Results from the MCDM analysis revealed that the preferred technology was Extranet banking followed by a data warehouse. The requisite group model of ICT diffusion was further developed using the system dynamics approach in order to enhance understanding of system behaviour of the selected technology and then provide ways to diffuse it more effectively. The model analyses were divided into three sub-models of information ++