Publication
Evaluating retail banking quality service and convenience with MCDA techniques: a case study at the bank branch level
| dc.contributor.author | Ferreira, F. A. F. | |
| dc.contributor.author | Santos, Sérgio Pereira dos | |
| dc.contributor.author | Rodrigues, Paulo M. M. | |
| dc.contributor.author | Spahr, R. W. | |
| dc.date.accessioned | 2014-05-08T09:31:01Z | |
| dc.date.available | 2014-05-08T09:31:01Z | |
| dc.date.issued | 2014 | |
| dc.description.abstract | 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. | por |
| dc.identifier.doi | http://dx.doi.org/10.3846/16111699.2012.673504 | |
| dc.identifier.issn | 1611-1699 | |
| dc.identifier.other | AUT: SSA00141; | |
| dc.identifier.uri | http://hdl.handle.net/10400.1/3805 | |
| dc.language.iso | eng | por |
| dc.peerreviewed | yes | por |
| dc.publisher | Taylor & Francis | por |
| dc.subject | Bank branch | por |
| dc.subject | Cognitive mapping | por |
| dc.subject | Multiple criteria decision analysis | por |
| dc.subject | Performance evaluation | por |
| dc.subject | Retail banking | por |
| dc.subject | Service quality and convenience | por |
| dc.title | Evaluating retail banking quality service and convenience with MCDA techniques: a case study at the bank branch level | por |
| dc.type | journal article | |
| dspace.entity.type | Publication | |
| oaire.citation.endPage | 21 | por |
| oaire.citation.issue | 1 | por |
| oaire.citation.startPage | 1 | por |
| oaire.citation.title | Journal of Business Economics and Management | por |
| oaire.citation.volume | 15 | por |
| person.familyName | PEREIRA DOS SANTOS | |
| person.familyName | Rodrigues | |
| person.givenName | SÉRGIO | |
| person.givenName | Paulo | |
| person.identifier.ciencia-id | D81F-2E2A-9046 | |
| person.identifier.orcid | 0000-0001-9811-3799 | |
| person.identifier.orcid | 0000-0003-1285-7493 | |
| person.identifier.scopus-author-id | 55914151600 | |
| rcaap.rights | restrictedAccess | por |
| rcaap.type | article | por |
| relation.isAuthorOfPublication | ebe16fd2-b979-4745-a429-026430cc8742 | |
| relation.isAuthorOfPublication | 043d1fec-b8b8-4ddc-9350-165d4fc4760d | |
| relation.isAuthorOfPublication.latestForDiscovery | 043d1fec-b8b8-4ddc-9350-165d4fc4760d |
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