Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.1/3805
Título: Evaluating retail banking quality service and convenience with MCDA techniques: a case study at the bank branch level
Autor: Ferreira, F. A. F.
Santos, Sérgio Pereira dos
Rodrigues, Paulo M. M.
Spahr, R. W.
Palavras-chave: Bank branch
Cognitive mapping
Multiple criteria decision analysis
Performance evaluation
Retail banking
Service quality and convenience
Data: 2014
Editora: Taylor & Francis
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.
Peer review: yes
URI: http://hdl.handle.net/10400.1/3805
DOI: http://dx.doi.org/10.3846/16111699.2012.673504
ISSN: 1611-1699
Aparece nas colecções:FEC2-Artigos (em revistas ou actas indexadas)



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