Exportar Publicação

A publicação pode ser exportada nos seguintes formatos: referência da APA (American Psychological Association), referência do IEEE (Institute of Electrical and Electronics Engineers), BibTeX e RIS.

Exportar Referência (APA) 
Jalali, M. S., Ferreira, F. A. F., Ferreira, J. J. M. & Meidute-Kavaliauskiene, I. (2016). Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement. International Journal of Information Technology and Decision Making. 15 (4), 815-837
Exportar Referência (IEEE) 
M. S. Jalali et al.,  "Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement", in Int. Journal of Information Technology and Decision Making, vol. 15, no. 4, pp. 815-837, 2016
Exportar BibTeX 
@article{jalali2016_1715172189414,
	author = "Jalali, M. S. and Ferreira, F. A. F. and Ferreira, J. J. M. and Meidute-Kavaliauskiene, I.",
	title = "Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement",
	journal = "International Journal of Information Technology and Decision Making",
	year = "2016",
	volume = "15",
	number = "4",
	doi = "10.1142/S0219622015500236",
	pages = "815-837",
	url = "http://www.worldscientific.com/doi/abs/10.1142/S0219622015500236"
}
Exportar RIS 
TY  - JOUR
TI  - Integrating metacognitive and psychometric decision-making approaches for bank customer loyalty measurement
T2  - International Journal of Information Technology and Decision Making
VL  - 15
IS  - 4
AU  - Jalali, M. S.
AU  - Ferreira, F. A. F.
AU  - Ferreira, J. J. M.
AU  - Meidute-Kavaliauskiene, I.
PY  - 2016
SP  - 815-837
SN  - 0219-6220
DO  - 10.1142/S0219622015500236
UR  - http://www.worldscientific.com/doi/abs/10.1142/S0219622015500236
AB  - Greater competition and the aftermath of the financial crisis have meant that banks are increasingly
focused on improving service quality and achieving higher levels of customer loyalty. Doing so requires being able to identify, understand and measure the determinants of such loyalty, however; and given the variety of multi-faceted factors involved, and the interrelationships among them, this is a complex undertaking. This paper proposes and tests an integrated application of cognitive mapping and multiple criteria decision analysis (MCDA), thus combining metacognitive and psychometric decision-making approaches, to create a framework for the assessment of bank customer loyalty, which identifies its determinants and allows the trade-offs among them to be calculated. Practical advantages and limitations of our proposal are also discussed.
ER  -