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Export Reference (APA) 
Ferreira, F., Santos, S. P., Rodrigues, P. & Spahr, R. (2014). Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level. Journal of Business Economics and Management. 15 (1), 1-21
Export Reference (IEEE) 
F. A. Ferreira et al.,  "Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level", in Journal of Business Economics and Management, vol. 15, no. 1, pp. 1-21, 2014
Export BibTeX 
@article{ferreira2014_1765610997805,
	author = "Ferreira, F. and Santos, S. P. and Rodrigues, P. and Spahr, R.",
	title = "Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level",
	journal = "Journal of Business Economics and Management",
	year = "2014",
	volume = "15",
	number = "1",
	doi = "10.3846/16111699.2012.673504",
	pages = "1-21",
	url = "http://www.tandfonline.com/doi/abs/10.3846/16111699.2012.673504"
}
Export RIS 
TY  - JOUR
TI  - Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level
T2  - Journal of Business Economics and Management
VL  - 15
IS  - 1
AU  - Ferreira, F.
AU  - Santos, S. P.
AU  - Rodrigues, P.
AU  - Spahr, R.
PY  - 2014
SP  - 1-21
SN  - 1611-1699
DO  - 10.3846/16111699.2012.673504
UR  - http://www.tandfonline.com/doi/abs/10.3846/16111699.2012.673504
AB  - 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.
ER  -