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

Author

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  • Fernando A. F. Ferreira
  • Sérgio P. Santos
  • Paulo M. M. Rodrigues
  • Ronald W. Spahr

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.

Suggested Citation

  • Fernando A. F. Ferreira & Sérgio P. Santos & Paulo M. M. Rodrigues & Ronald W. Spahr, 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, Taylor & Francis Journals, vol. 15(1), pages 1-21, February.
    • Handle: RePEc:taf:jbemgt:v:15:y:2014:i:1:p:1-21
    DOI: 10.3846/16111699.2012.673504
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    Cited by:

    1. Panagiotis Mitropoulos & Ioannis Mitropoulos, 2020. "Performance evaluation of retail banking services: Is there a trade‐off between production and quality?," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 41(7), pages 1237-1250, October.
    2. Fernando A. F. Ferreira & Sérgio P. Santos, 2021. "Two decades on the MACBETH approach: a bibliometric analysis," Annals of Operations Research, Springer, vol. 296(1), pages 901-925, January.
    3. Fernando A. F. Ferreira & Ieva Meidutė-Kavaliauskienė & Edmundas K. Zavadskas & Marjan S. Jalali & Sandra M. J. Catarino, 2019. "A Judgment-Based Risk Assessment Framework for Consumer Loans," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 18(01), pages 7-33, January.
    4. Aliasghar Aliakbarzadeh & Akbar Alem Tabriz, 2014. "Performance Evaluation and Ranking the Branches of Bank using FAHP and TOPSIS Case study: Tose Asr Shomal Interest-free Loan Fund," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(12), pages 199-217, December.
    5. Fernando A. F. Ferreira & Ronald W. Spahr & Mark A. Sunderman & Audrius Banaitis & João J. M. Ferreira, 2017. "A learning-oriented decision-making process for real estate brokerage service evaluation," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 453-474, September.
    6. Carayannis, Elias G. & Ferreira, Fernando A.F. & Bento, Paulo & Ferreira, João J.M. & Jalali, Marjan S. & Fernandes, Bernardo M.Q., 2018. "Developing a socio-technical evaluation index for tourist destination competitiveness using cognitive mapping and MCDA," Technological Forecasting and Social Change, Elsevier, vol. 131(C), pages 147-158.
    7. Manuel D. N. T. Oliveira & Fernando A. F. Ferreira & Guillermo O. Pérez-Bustamante Ilander & Marjan S. Jalali, 2017. "Integrating cognitive mapping and MCDA for bankruptcy prediction in small- and medium-sized enterprises," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 68(9), pages 985-997, September.
    8. Santos, Sérgio P. & Belton, Valerie & Howick, Susan & Pilkington, Martin, 2018. "Measuring organisational performance using a mix of OR methods," Technological Forecasting and Social Change, Elsevier, vol. 131(C), pages 18-30.
    9. Ferreira, Fernando A.F. & Jalali, Marjan S. & Ferreira, João J.M., 2016. "Integrating qualitative comparative analysis (QCA) and fuzzy cognitive maps (FCM) to enhance the selection of independent variables," Journal of Business Research, Elsevier, vol. 69(4), pages 1471-1478.
    10. Yeh, Cheng-Ta, 2019. "An improved NSGA2 to solve a bi-objective optimization problem of multi-state electronic transaction network," Reliability Engineering and System Safety, Elsevier, vol. 191(C).
    11. Ferreira, Fernando A.F. & Jalali, Marjan S. & Ferreira, João J.M., 2016. "Experience-focused thinking and cognitive mapping in ethical banking practices: From practical intuition to theory," Journal of Business Research, Elsevier, vol. 69(11), pages 4953-4958.
    12. Fernando A. F. Ferreira & Marjan S. Jalali & Paulo Bento & Carla S. E. Marques & João J. M. Ferreira, 2017. "Enhancing individual entrepreneurial orientation measurement using a metacognitive decision making-based framework," International Entrepreneurship and Management Journal, Springer, vol. 13(2), pages 327-346, June.
    13. Marjan S. Jalali & Fernando A. F. Ferreira & João J. M. Ferreira & Ieva Meidutė-Kavaliauskienė, 2016. "Integrating Metacognitive and Psychometric Decision-Making Approaches for Bank Customer Loyalty Measurement," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 15(04), pages 815-837, July.
    14. Yi-Kuei Lin & Hsien-Chang Chou & Ping-Chen Chang, 2017. "Reliability and sensitivity analysis for a banking company transmission system," Journal of Risk and Reliability, , vol. 231(2), pages 146-154, April.
    15. García Cabello, Julia & Lobillo, F.J., 2017. "Sound branch cash management for less: A low-cost forecasting algorithm under uncertain demand," Omega, Elsevier, vol. 70(C), pages 118-134.

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