Browsing by Author "Spahr, Ronald W."
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- Evaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch levelPublication . Ferreira, Fernando A. F.; Santos, Sérgio P.; Rodrigues, Paulo M. M.; Spahr, Ronald 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 framework to evaluate bank branch potencial attractivenessPublication . Ferreira, Fernando A. F.; Spahr, Ronald W.; Santos, Sérgio P.; Rodrigues, Paulo M. M.Remarkable progress has occurred over the years in the performance evaluation of bank branches. Even though financial measures are usually considered the most important in assessing branch viability, we posit that insufficient attention has been given to other factors that affect the branches' potential profitability and attractiveness, such as: location features, trade area characteristics and facilities management. Based on the integrated use of cognitive maps and multiple criteria decision analysis, we propose a framework that adds value to the way that potential attractiveness criteria to assess bank branches are selected and to the way that the trade-offs among those criteria are obtained. This framework is the result of a process involving several directors from the five largest banks operating in Portugal, and follows a constructivist approach. Our findings suggest that the use of cognitive maps systematically identifies previously omitted criteria that may assess potential attractiveness. The use of multiple criteria techniques clarify and add transparency to the way trade-offs are dealt with. Advantages and disadvantages of the proposed framework are also discussed.
- Readjusting trade-offs among criteria in internal ratings of credit-scoring:an empirical essay of risk analysis in mortgage loansPublication . Ferreira, Fernando A. F.; Spahr, Ronald W.; Gavancha, Irina F. M. D.; Çipi, AmaliCredit-scoring becomes increasingly important in poor economies and recessions. Decreasing liquidity due to reduced access to both money and debt markets has induced banks to impose restrictions on offering credit, including credit for mortgage loans. In this paper we analyze the internal rating system used by one of the top-five banks in Portugal, and propose a methodological framework which, based on an application of the Delphi technique, allows adjusting trade-offs among evaluation criteria and provides decision makers with a fairer, more accurate and transparent mortgage risk evaluation system.