Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement

Detalhes bibliográficos
Autor(a) principal: Jalali, M. S.
Data de Publicação: 2016
Outros Autores: Ferreira, F. A. F., Ferreira, J. J. M., Meidute-Kavaliauskiene, I.
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10071/12725
Resumo: Greater competition and the aftermath of the financial crisis have meant that banks are increasingly focused on improving service quality and achieving higher levels of customer loyalty. Doing so requires being able to identify, understand and measure the determinants of such loyalty, however; and given the variety of multi-faceted factors involved, and the interrelationships among them, this is a complex undertaking. This paper proposes and tests an integrated application of cognitive mapping and multiple criteria decision analysis (MCDA), thus combining metacognitive and psychometric decision-making approaches, to create a framework for the assessment of bank customer loyalty, which identifies its determinants and allows the trade-offs among them to be calculated. Practical advantages and limitations of our proposal are also discussed.
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spelling Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurementBank branch serviceBank customer loyalty measurementCognitive mapsMCDAAHPTODIMProspect theoryGreater competition and the aftermath of the financial crisis have meant that banks are increasingly focused on improving service quality and achieving higher levels of customer loyalty. Doing so requires being able to identify, understand and measure the determinants of such loyalty, however; and given the variety of multi-faceted factors involved, and the interrelationships among them, this is a complex undertaking. This paper proposes and tests an integrated application of cognitive mapping and multiple criteria decision analysis (MCDA), thus combining metacognitive and psychometric decision-making approaches, to create a framework for the assessment of bank customer loyalty, which identifies its determinants and allows the trade-offs among them to be calculated. Practical advantages and limitations of our proposal are also discussed.World Scientific Publishing2017-04-04T12:10:28Z2016-01-01T00:00:00Z20162019-04-22T09:53:51Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/12725eng0219-622010.1142/S0219622015500236Jalali, M. S.Ferreira, F. A. F.Ferreira, J. J. M.Meidute-Kavaliauskiene, I.info:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:43:39Zoai:repositorio.iscte-iul.pt:10071/12725Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:20:33.783749Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement
title Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement
spellingShingle Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement
Jalali, M. S.
Bank branch service
Bank customer loyalty measurement
Cognitive maps
MCDA
AHP
TODIM
Prospect theory
title_short Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement
title_full Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement
title_fullStr Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement
title_full_unstemmed Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement
title_sort Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement
author Jalali, M. S.
author_facet Jalali, M. S.
Ferreira, F. A. F.
Ferreira, J. J. M.
Meidute-Kavaliauskiene, I.
author_role author
author2 Ferreira, F. A. F.
Ferreira, J. J. M.
Meidute-Kavaliauskiene, I.
author2_role author
author
author
dc.contributor.author.fl_str_mv Jalali, M. S.
Ferreira, F. A. F.
Ferreira, J. J. M.
Meidute-Kavaliauskiene, I.
dc.subject.por.fl_str_mv Bank branch service
Bank customer loyalty measurement
Cognitive maps
MCDA
AHP
TODIM
Prospect theory
topic Bank branch service
Bank customer loyalty measurement
Cognitive maps
MCDA
AHP
TODIM
Prospect theory
description Greater competition and the aftermath of the financial crisis have meant that banks are increasingly focused on improving service quality and achieving higher levels of customer loyalty. Doing so requires being able to identify, understand and measure the determinants of such loyalty, however; and given the variety of multi-faceted factors involved, and the interrelationships among them, this is a complex undertaking. This paper proposes and tests an integrated application of cognitive mapping and multiple criteria decision analysis (MCDA), thus combining metacognitive and psychometric decision-making approaches, to create a framework for the assessment of bank customer loyalty, which identifies its determinants and allows the trade-offs among them to be calculated. Practical advantages and limitations of our proposal are also discussed.
publishDate 2016
dc.date.none.fl_str_mv 2016-01-01T00:00:00Z
2016
2017-04-04T12:10:28Z
2019-04-22T09:53:51Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10071/12725
url http://hdl.handle.net/10071/12725
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 0219-6220
10.1142/S0219622015500236
dc.rights.driver.fl_str_mv info:eu-repo/semantics/embargoedAccess
eu_rights_str_mv embargoedAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv World Scientific Publishing
publisher.none.fl_str_mv World Scientific Publishing
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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