Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement
Autor(a) principal: | |
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Data de Publicação: | 2016 |
Outros Autores: | , , |
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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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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1799134766240366592 |