Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level
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 m...
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Vilnius Gediminas Technical University
2014-03-01
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| Series: | Journal of Business Economics and Management |
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| Online Access: | https://journals.vgtu.lt/index.php/JBEM/article/view/2949 |
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doaj-90d5a03b99ce49ebadd6a3e2f1e1975e2021-07-02T16:44:14ZengVilnius Gediminas Technical UniversityJournal of Business Economics and Management1611-16992029-44332014-03-0115110.3846/16111699.2012.673504Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch levelFernando A. F. Ferreira0Sérgio P. Santos1Paulo M. M. Rodrigues2Ronald W. Spahr3School of Management and Technology, Polytechnic Institute of Santarém, Complexo Andaluz, Apartado 295, 2001-904 Santarém, PortugalFaculty of Economics, University of Algarve, Campus de Gambelas, 8005-139 Faro, PortugalEconomics and Research Department, Banco de Portugal, Av. Almirante Reis 71, 1150-012 Lisboa, PortugalFogelman College of Business and Economics, University of Memphis, Memphis, TN 38152-3120, USA 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. https://journals.vgtu.lt/index.php/JBEM/article/view/2949bank branchcognitive mappingmultiple criteria decision analysisperformance evaluationretail bankingservice quality and convenience |
| collection |
DOAJ |
| language |
English |
| format |
Article |
| sources |
DOAJ |
| author |
Fernando A. F. Ferreira Sérgio P. Santos Paulo M. M. Rodrigues Ronald W. Spahr |
| spellingShingle |
Fernando A. F. Ferreira Sérgio P. Santos Paulo M. M. Rodrigues Ronald W. Spahr Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level Journal of Business Economics and Management bank branch cognitive mapping multiple criteria decision analysis performance evaluation retail banking service quality and convenience |
| author_facet |
Fernando A. F. Ferreira Sérgio P. Santos Paulo M. M. Rodrigues Ronald W. Spahr |
| author_sort |
Fernando A. F. Ferreira |
| title |
Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level |
| 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 |
| publisher |
Vilnius Gediminas Technical University |
| series |
Journal of Business Economics and Management |
| issn |
1611-1699 2029-4433 |
| publishDate |
2014-03-01 |
| 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.
|
| topic |
bank branch cognitive mapping multiple criteria decision analysis performance evaluation retail banking service quality and convenience |
| url |
https://journals.vgtu.lt/index.php/JBEM/article/view/2949 |
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