Evaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch level
Autor(a) principal: | |
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Data de Publicação: | 2014 |
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/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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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 |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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