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Understanding the dynamics behind bank branch service quality in Portugal: pursuing a holistic view using fuzzy cognitive mapping

Listed author(s):
  • Fernando A. F. Ferreira

    ()

    (University Institute of Lisbon
    University of Memphis)

  • Marjan S. Jalali

    ()

    (University Institute of Lisbon)

  • João J. M. Ferreira

    ()

    (University of Beira Interior)

  • Jelena Stankevičienė

    ()

    (Vilnius Gediminas Technical University)

  • Carla S. E. Marques

    ()

    (University of Trás-os-Montes e Alto Douro)

Abstract Using fuzzy cognitive mapping, this study aims to create a holistic framework whereby the determinants of bank branch service quality and their cause-and-effect relationships can be identified and dynamically analyzed. The methodology is applied using a group of experts from the banking industry in Portugal. Our results not only indicate the applicability and usefulness of the proposed approach, but identify human resource characteristics (which include collaborators’ personal and professional training) and management team technical skills as particularly relevant driving forces of bank branch service quality. The proposal holds great potential for the operational planning and improvement of bank branch service quality, which is a prime concern for bank administrators, bank branch collaborators, and society at large. Advantages and shortcomings of the framework are also reported.

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File URL: http://link.springer.com/10.1007/s11628-015-0278-x
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Article provided by Springer & Pan-Pacific Business Association in its journal Service Business.

Volume (Year): 10 (2016)
Issue (Month): 3 (September)
Pages: 469-487

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Handle: RePEc:spr:svcbiz:v:10:y:2016:i:3:d:10.1007_s11628-015-0278-x
DOI: 10.1007/s11628-015-0278-x
Contact details of provider: Web page: http://www.springer.com

Web page: http://www.panpacificbusiness.org/

Order Information: Web: http://www.springer.com/business/journal/11628

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  1. Paradi, Joseph C. & Schaffnit, Claire, 2004. "Commercial branch performance evaluation and results communication in a Canadian bank--a DEA application," European Journal of Operational Research, Elsevier, vol. 156(3), pages 719-735, August.
  2. Lee, Peter K.C. & Cheng, T.C. Edwin & Yeung, Andy C.L. & Lai, Kee-hung, 2011. "An empirical study of transformational leadership, team performance and service quality in retail banks," Omega, Elsevier, vol. 39(6), pages 690-701, December.
  3. Fernando A. F Ferreira & Ronald W. Spahr & Sérgio P. Santos & Paulo M. M. Rodrigues, 2012. "A multiple criteria framework to evaluate bank branch potential attractiveness," International Journal of Strategic Property Management, Taylor & Francis Journals, vol. 16(3), pages 254-276, February.
  4. Bana e Costa, Carlos A. & Corrêa, Émerson C. & De Corte, Jean-Marie & Vansnick, Jean-Claude, 2002. "Facilitating bid evaluation in public call for tenders: a socio-technical approach," Omega, Elsevier, vol. 30(3), pages 227-242, June.
  5. Marlene N M Filipe & Fernando A F Ferreira & Sérgio P Santos, 2015. "A multiple criteria information system for pedagogical evaluation and professional development of teachers," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 66(11), pages 1769-1782, November.
  6. Oliveira, Pedro & von Hippel, Eric, 2011. "Users as service innovators: The case of banking services," Research Policy, Elsevier, vol. 40(6), pages 806-818, July.
  7. Camanho, A. S. & Dyson, R. G., 2005. "Cost efficiency measurement with price uncertainty: a DEA application to bank branch assessments," European Journal of Operational Research, Elsevier, vol. 161(2), pages 432-446, March.
  8. Alexandre Momparler & Carlos Lassala & Domingo Ribeiro, 2013. "Efficiency in banking services: a comparative analysis of Internet-primary and branching banks in the US," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 641-663, December.
  9. Athanassopoulos, Antreas D., 1997. "Service quality and operating efficiency synergies for management control in the provision of financial services: Evidence from Greek bank branches," European Journal of Operational Research, Elsevier, vol. 98(2), pages 300-313, April.
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