Publicação

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

Detalhes bibliográficos
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.
Autores principais:	Ferreira, Fernando A. F.
Outros Autores:	Santos, Sérgio P.; Rodrigues, Paulo M. M.; Spahr, Ronald W.
Assunto:	Bank branch Cognitive mapping Multiple criteria decision analysis Performance evaluation Retail banking Service quality and convenience
Ano:	2014
País:	Portugal
Tipo de documento:	artigo
Tipo de acesso:	acesso aberto
Instituição associada:	Instituto Politécnico de Santarém
Idioma:	inglês
Origem:	Repositório Científico do Instituto Politécnico de Santarém

Registos relacionados

Evaluating retail banking quality service and convenience with MCDA techniques: a case study at the bank branch level
por: Ferreira, F. A. F.
Publicado em: (2014)

How to create indices for bank branch financial performance measurement using MCDA techniques
por: Ferreira, Fernando A.F.
Publicado em: (2014)

Adding value to bank branch performance evaluation using cognitive maps and MCDA:a case study
por: Ferreira, Fernando A. F.
Publicado em: (2011)

Adding value to bank branch performance evaluation using cognitive maps and MCDA: a case study
por: Ferreira, F. A. F.
Publicado em: (2011)

A multiple criteria framework to evaluate bank branch potencial attractiveness
por: Ferreira, Fernando A. F.
Publicado em: (2012)

A multiple criteria framework to evaluate bank branch potential attractiveness
por: Ferreira, F. A. F.
Publicado em: (2012)

How online banking will shape the future of the german banking branch infrastructure
por: Niehues, Florian
Publicado em: (2020)

The impact of Blockchain on retail banking
por: Marques, Eduardo João Serrubeco
Publicado em: (2020)

Development and evaluation of business model innovations for traditional German retail banks: the future of German retail banking
por: Elsinger, Marco
Publicado em: (2022)

Malmquist indexes using a geometric distance function (GDF). Application to a sample of portuguese bank branches
por: Portela, M. C. A. S.
Publicado em: (2006)

Profitability of a sample of Portuguese bank branches and its decomposition into technical and allocative components
por: Portela, M. C. A. S.
Publicado em: (2005)

Technological innovation in banking services: an exploratory analysis to perceptions of the front office employee
por: Reis, Joana R.G.
Publicado em: (2013)

Negative data in DEA: a directional distance approach applied to bank branches
por: Portela, M. C. A. S.
Publicado em: (2004)

Challenges in adapting to digital banking from the perspective of a Caixa Geral de Depósitos agency
por: Teixeira, João Duarte Martinho
Publicado em: (2022)

Post-Entry Expansion in Banking: The Case of Portugal
por: Barros, Pedro Pita
Publicado em: (1995)

The potential of artificial intelligence in retail banking and the challenge of organizational transformation
por: Lenz, Jana
Publicado em: (2022)

Developing a socio-technical evaluation index for tourist destination competitiveness using cognitive mapping and MCDA
por: Carayannis, Elias G.
Publicado em: (2018)

The future of retail banking in collaboration with UniCredit
por: Pieger, Alexander
Publicado em: (2016)

Determinants for sustainable consumer behavior in retail banking
por: Matitz, Lukas
Publicado em: (2022)

LOCAL SURVIVAL OF BANKS' BRANCHES IN BRAZIL
por: Santos, Mateus Guilherme dos
Publicado em: (2020)

The future of German retail banking - development of a strategic management system for the transformation process of traditional German retail banks
por: Beck, Moritz
Publicado em: (2022)

Customer Lifetime Value (ClV) modeling in retail banking
por: Santos, Tomás de Almeida dos
Publicado em: (2018)

Improving retail banking staff incentive systems
por: Rocha, David Miguel martins
Publicado em: (2016)

The battle of banks: response strategies for incumbents towards challengers
por: Velmans, Justus Karl
Publicado em: (2024)

Malmquist-type indices in the presence of negative data: an application to bank branches
por: Portela, Maria C. A. S.
Publicado em: (2010)

"Sorry, we're closed" bank branch closures, loan pricing, and information asymmetries
por: Bonfim, Diana
Publicado em: (2021)

A metacognitive decision making based-framework for bank customer loyalty measurement and management
por: Ferreira, Fernando A. F.
Publicado em: (2015)

Mobile banking adoption in peripheral countries : the case of Portugal
por: Souto, Ana Sofia Santos
Publicado em: (2018)

A knowledge-based innovation assessment system for small- and medium-sized enterprises: adding value with cognitive mapping and MCDA
por: Grillo, Catarina
Publicado em: (2018)

Banking on change - a study on banking business models in Portugal: identification of business models in the Portuguese banking industry
por: Chaves, Vasco Neves Ferreira
Publicado em: (2023)

Innovation in retail banking: changing the university students perspective of banking
por: Cinanni, Andrea Caccamo
Publicado em: (2019)

Comparative performance analysis of portuguese bank branches
por: Portela, Maria
Publicado em: (2003)

The influence of advertising at the point-of-purchase on shoppers and brands: an empirical study in convenience stores
por: Silveira, Paulo
Publicado em: (2023)

Banking relationships : evidence from Portuguese SMEs
por: Carneiro, Jorge Fernando Giesteira
Publicado em: (2021)

Comparative efficiency analysis of Portuguese bank branches
por: Portela, Maria
Publicado em: (2006)

Millennium BCP: when one door closes, many digital banking accounts are connected
por: Gomes, Pedro Luis Ferreira Reis Alemão
Publicado em: (2018)

Comparative efficiency analysis of bank branches - Cape Verdean bank
por: Santos, Gabriela Maria de Figueiredo dos
Publicado em: (2022)

Enhancing the decision-making virtuous cycle of ethical banking practices using the Choquet integral
por: Ferreira, João José de Matos
Publicado em: (2018)

What are the costs of large banks in banking crises? A comparative study
por: Enifeni, Ajibola Oluwaseun Toheeb
Publicado em: (2021)

Alternative banking: theory and evidence from Europe
por: Mettenheim,Kurt Von
Publicado em: (2012)

Atividades financiadas

Não foram encontrados projetos financiados.