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- Adding value to bank branch performance evaluation using cognitive maps and MCDA: a case studyPublication . Ferreira, F. A. F.; Santos, Sérgio Pereira dos; Rodrigues, Paulo M. M.Bank branch performance evaluation is a difficult endeavour. Some of the main reasons for this difficulty are the complexity inherent in the variety of aspects considered in the evaluation, and the multiple and conflicting interests of the different stakeholders involved. In this paper, we show how cognitive mapping and measuring attractiveness by a categorical-based evaluation technique can be used to support the evaluation of bank branches through the development of multidimensional performance evaluation systems, and to deal explicitly with the trade-offs between the different dimensions of performance and interests of different stakeholders. A case study is discussed where these techniques are used in a constructive way, making the learning activity easier and introducing transparency in the decision-making process. The strengths and weaknesses of the integrated use of these two operational research techniques in this context are also discussed.
- Evaluating retail banking quality service and convenience with MCDA techniques: a case study at the bank branch levelPublication . Ferreira, F. A. F.; Santos, Sérgio Pereira dos; Rodrigues, Paulo M. M.; Spahr, R. W.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.
- A multiple criteria information system for pedagogical evaluation and development of teachersPublication . Filipe, M. N. M.; Ferreira, F. A. F.; Santos, Sérgio Pereira dosInformation systems for the evaluation of pedagogical practices emerged to improve the teaching activity and encourage pedagogical development of teachers. The implementation of these systems has been interpreted in different ways, depending on each school’s administration board and/or the person responsible for the evaluation process. This ambiguity (and inherent subjectivity) is a barrier to the principles of transparency, equity and fairness in the pedagogical performance evaluation of teachers. In order to overcome this obstacle, this paper proposes a multiple criteria decision analysis (MCDA) information system to support evaluation of pedagogical practices, providing a better basis for the justification and explanation of decisions regarding the pedagogical evaluation and performance development of teachers, and leading to a more transparent and fairer evaluation system.