English
Ciência-IUL
Publicações
Descrição Detalhada da Publicação
Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level
Título Revista
Journal of Business Economics and Management
Ano (publicação definitiva)
2014
Língua
Inglês
País
Lituânia
Mais Informação
Web of Science®
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Abstract/Resumo
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.
Agradecimentos/Acknowledgements
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Palavras-chave
Retail banking; Cognitive mapping; Multiple criteria decision analysis; Service quality and convenience; Performance evaluation; Bank branch
Classificação Fields of Science and Technology
- Economia e Gestão - Ciências Sociais
