A carregar...
Publicação
Evaluating retail banking quality service and convenience with MCDA techniques: a case study at the bank branch level
| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 977.26 KB | Adobe PDF |
Orientador(es)
Resumo(s)
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.
Descrição
Palavras-chave
Bank branch Cognitive mapping Multiple criteria decision analysis Performance evaluation Retail banking Service quality and convenience
Contexto Educativo
Citação
Editora
Taylor & Francis