Evaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch level

Detalhes bibliográficos
Autor(a) principal: Ferreira, Fernando A. F.
Data de Publicação: 2014
Outros Autores: Santos, Sérgio P., Rodrigues, Paulo M. M., Spahr, Ronald W.
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10400.15/2977
Resumo: The intangibility of banking services makes the evaluation of service quality and customer convenience difficult to measure. This paper aims to construct an integrated evaluation system for retail banking service quality and convenience at the bank branch level by combining cognitive mapping with measuring attractiveness by a categorical based evaluation technique. We strive to introduce transparency in the decision making process and add to the performance literature in retail banking. Strengths, weaknesses and practical applications of our multiple criteria evaluation system are also discussed.
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spelling Evaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch levelBank branchCognitive mappingMultiple criteria decision analysisPerformance evaluationRetail bankingService quality and convenienceThe intangibility of banking services makes the evaluation of service quality and customer convenience difficult to measure. This paper aims to construct an integrated evaluation system for retail banking service quality and convenience at the bank branch level by combining cognitive mapping with measuring attractiveness by a categorical based evaluation technique. We strive to introduce transparency in the decision making process and add to the performance literature in retail banking. Strengths, weaknesses and practical applications of our multiple criteria evaluation system are also discussed.Taylor & FrancisRepositório Científico do Instituto Politécnico de SantarémFerreira, Fernando A. F.Santos, Sérgio P.Rodrigues, Paulo M. M.Spahr, Ronald W.2020-07-10T13:29:07Z20142014-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.15/2977engFerreira, F. A. F., Santos, S. P., Rodrigues, P. M. M., & Spahr, R. W. (2014). Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level. Journal of Business Economics & Management, 15(1), 1–21. doi: 10.3846/16111699.2012.6735041611-169910.3846/16111699.2012.673504metadata only accessinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-01-21T07:34:25Zoai:repositorio.ipsantarem.pt:10400.15/2977Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T01:54:50.896484Repositório 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 Evaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch level
title Evaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch level
spellingShingle Evaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch level
Ferreira, Fernando A. F.
Bank branch
Cognitive mapping
Multiple criteria decision analysis
Performance evaluation
Retail banking
Service quality and convenience
title_short Evaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch level
title_full Evaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch level
title_fullStr Evaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch level
title_full_unstemmed Evaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch level
title_sort Evaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch level
author Ferreira, Fernando A. F.
author_facet Ferreira, Fernando A. F.
Santos, Sérgio P.
Rodrigues, Paulo M. M.
Spahr, Ronald W.
author_role author
author2 Santos, Sérgio P.
Rodrigues, Paulo M. M.
Spahr, Ronald W.
author2_role author
author
author
dc.contributor.none.fl_str_mv Repositório Científico do Instituto Politécnico de Santarém
dc.contributor.author.fl_str_mv Ferreira, Fernando A. F.
Santos, Sérgio P.
Rodrigues, Paulo M. M.
Spahr, Ronald W.
dc.subject.por.fl_str_mv Bank branch
Cognitive mapping
Multiple criteria decision analysis
Performance evaluation
Retail banking
Service quality and convenience
topic Bank branch
Cognitive mapping
Multiple criteria decision analysis
Performance evaluation
Retail banking
Service quality and convenience
description The intangibility of banking services makes the evaluation of service quality and customer convenience difficult to measure. This paper aims to construct an integrated evaluation system for retail banking service quality and convenience at the bank branch level by combining cognitive mapping with measuring attractiveness by a categorical based evaluation technique. We strive to introduce transparency in the decision making process and add to the performance literature in retail banking. Strengths, weaknesses and practical applications of our multiple criteria evaluation system are also discussed.
publishDate 2014
dc.date.none.fl_str_mv 2014
2014-01-01T00:00:00Z
2020-07-10T13:29:07Z
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/10400.15/2977
url http://hdl.handle.net/10400.15/2977
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv Ferreira, F. A. F., Santos, S. P., Rodrigues, P. M. M., & Spahr, R. W. (2014). Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level. Journal of Business Economics & Management, 15(1), 1–21. doi: 10.3846/16111699.2012.673504
1611-1699
10.3846/16111699.2012.673504
dc.rights.driver.fl_str_mv metadata only access
info:eu-repo/semantics/openAccess
rights_invalid_str_mv metadata only access
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Taylor & Francis
publisher.none.fl_str_mv Taylor & Francis
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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