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Evaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch level

2014Journal article Open access
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dc.contributor.authorFerreira, Fernando A. F.
dc.contributor.authorSantos, Sérgio P.
dc.contributor.authorRodrigues, Paulo M. M.
dc.contributor.authorSpahr, Ronald W.
dc.date.accessioned2020-07-10T13:29:07Z
dc.date.available2020-07-10T13:29:07Z
dc.date.issued2014
dc.description.abstractThe 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.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationFerreira, F. A. F., Santos, S. P., Rodrigues, P. M. M., & Spahr, R. W. (2014). Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level. Journal of Business Economics & Management, 15(1), 1–21. doi: 10.3846/16111699.2012.673504pt_PT
dc.identifier.doi10.3846/16111699.2012.673504pt_PT
dc.identifier.issn1611-1699
dc.identifier.issn2029-4433
dc.identifier.urihttp://hdl.handle.net/10400.15/2977
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherTaylor & Francispt_PT
dc.relation.publisherversionhttps://www.tandfonline.com/doi/abs/10.3846/16111699.2012.673504pt_PT
dc.subjectBank branchpt_PT
dc.subjectCognitive mappingpt_PT
dc.subjectMultiple criteria decision analysispt_PT
dc.subjectPerformance evaluationpt_PT
dc.subjectRetail bankingpt_PT
dc.subjectService quality and conveniencept_PT
dc.titleEvaluating retail banking service quality and convenience with MCDA techniques:a case study at the bank branch levelpt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage21pt_PT
oaire.citation.issue1pt_PT
oaire.citation.startPage1pt_PT
oaire.citation.titleJournal of Business Economics and Managementpt_PT
oaire.citation.volume15pt_PT
person.familyNameFerreira
person.givenNameFernando
person.identifier.orcid0000-0001-5208-9084
person.identifier.scopus-author-id37115389700
rcaap.rightsclosedAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication50406dd4-189d-4920-891f-2eeae2686b18
relation.isAuthorOfPublication.latestForDiscovery50406dd4-189d-4920-891f-2eeae2686b18

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