Scientific journal paper Q2
Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level
Fernando Ferreira (Ferreira, F.); Sérgio Pereira dos Santos (Santos, S. P.); Paulo Manuel Marques Rodrigues (Rodrigues, P.); Ronald W. Spahr (Spahr, R.);
Journal Title
Journal of Business Economics and Management
Year (definitive publication)
2014
Language
English
Country
Lithuania
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Abstract
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.
Acknowledgements
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Keywords
Retail banking; Cognitive mapping; Multiple criteria decision analysis; Service quality and convenience; Performance evaluation; Bank branch
Fields of Science and Technology Classification
  • Economics and Business - Social Sciences
Publication Identifiers
ci-pub-19018
2-s2.0-84897679748
WOS:000332170200001
10.3846/16111699.2012.673504
000332170200001
Other Publication Details
2014
Vilnius Gediminas Technical University
Web of Science©; Scopus;
1611-1699 (print)
2029-4433 (online)
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0.810
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1 - 21
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